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Refund policy

The Skin Shop 

At The Skin Shop, we are committed to providing high-quality skincare and scar care products. If you are not completely satisfied with your purchase, please review the following policy.

Returns

Due to health, hygiene and safety requirements, we are unable to accept returns or exchanges on skincare, lip care, scar care or other personal care products once they have been opened, used or removed from their original packaging.

Returns may be accepted where:

  • The product is faulty or defective.
  • The product arrives damaged during shipping.
  • The incorrect product was supplied.
  • The product is unopened, unused and returned within 30 days of delivery.

To request a return, please contact us at shop@thesurgerydunedin.com within 7 days of receiving your order. Please include your order number, details of the issue and photographs where relevant.

Refunds

Where a return is approved, refunds will be issued to the original payment method.

Refunds may be provided where:

  • A product is faulty or defective.
  • A product is damaged during shipping.
  • An incorrect product has been supplied.
  • A product is unavailable after purchase and cannot be fulfilled.

Refunds will not be provided for:

  • Change of mind purchases.
  • Products that have been opened, used or tested.
  • Products that have not been used in accordance with the manufacturer's instructions.
  • Allergic reactions or sensitivities that are unrelated to a product fault.

Damaged or Incorrect Orders

If your order arrives damaged or you receive an incorrect item, please contact us within 7 days of delivery by emailing shop@thesurgerydunedin.com. We may request photographs of the product and packaging to assist with the claim.

Return Shipping

Return shipping costs are the responsibility of the customer unless the item is faulty, damaged or supplied incorrectly.

Consumer Guarantees Act

Nothing in this policy limits or excludes your rights under the Consumer Guarantees Act 1993 or any other applicable New Zealand consumer legislation. If a product fails to meet a consumer guarantee, you may be entitled to a repair, replacement or refund in accordance with New Zealand law.

Contact Us

The Skin Shop

Operated by The Surgery, Dunedin

Email: shop@thesurgerydunedin.com

Phone: 03 926 6223