Refund policy

At Auramilk, we want you to feel confident when shopping with us. If there is a problem with your order, please contact us at hello@auramilk.co.nz and we will work with you to find an appropriate solution.

This policy applies to purchases made directly through www.auramilk.co.nz.

Your Rights Under New Zealand Consumer Law

Our products come with guarantees that cannot be excluded under the New Zealand Consumer Guarantees Act 1993.

If a product is faulty, unsafe, damaged, significantly different from its description, or otherwise fails to meet the guarantees required by New Zealand law, you may be entitled to a replacement, refund or another appropriate remedy.

Nothing in this policy limits or excludes your rights under the Consumer Guarantees Act 1993 or the Fair Trading Act 1986.

Faulty, Damaged or Incorrect Products

Please inspect your order when it arrives.

If your order is damaged in transit, faulty, leaking, defective or incorrect, please contact us as soon as reasonably possible at hello@auramilk.co.nz.

To help us assess the issue, please include:

Your full name;
Your order number;
A description of the issue;
Clear photographs of the product, packaging and shipping label; and
The product batch number, where available.

Where appropriate, we may offer a replacement, refund or another remedy in accordance with New Zealand consumer law.

Please do not dispose of or return the product until we have provided further instructions. If a return is required because the product is faulty, damaged or incorrect, Auramilk will cover the reasonable return shipping costs.

Change-of-Mind Returns

Due to the hygiene-sensitive nature of skincare, cosmetic and personal-care products, Auramilk does not accept returns, exchanges or refunds where a customer has simply changed their mind, selected the wrong product, no longer wants the product, or found it elsewhere at a different price.

This change-of-mind policy does not limit or exclude any rights or remedies available to consumers under the New Zealand Consumer Guarantees Act 1993 or other applicable law.

If a product is faulty, damaged in transit, does not match its description, or otherwise fails to meet a statutory consumer guarantee, please contact hello@auramilk.co.nz with your order number, a description of the issue and, where possible, supporting photographs.

Please contact us before returning any product. Returns sent without prior contact or authorisation may not be accepted.

Skin Sensitivities and Reactions

Individual skin types and sensitivities vary. We recommend reviewing the full ingredient list and carrying out a patch test before using a new product.

If you experience irritation or discomfort, discontinue use immediately and seek appropriate medical advice if necessary.

A sensitivity, personal preference, dislike of a fragrance or a product not producing a personally desired result does not automatically mean that the product is faulty. However, if you believe the product is unsafe, defective, contaminated or does not match its description, please contact us so we can assess the matter in accordance with New Zealand consumer law.

Return Condition

Where a return is required, please package the product securely to prevent damage during transit.

Products returned for change-of-mind reasons must be unopened, unused and in resalable condition. We reserve the right to decline a discretionary change-of-mind return if the product does not meet these conditions.

These conditions do not limit remedies available for faulty products under New Zealand consumer law.

Refunds

Once an approved return has been received and assessed, we will notify you of the outcome.

Approved refunds will be issued to the original payment method. Please allow approximately 5–10 business days for your bank or payment provider to process the refund after it has been issued.

Any time taken by a bank or payment provider to process a completed refund is outside Auramilk’s control.

Exchanges

If you would like to exchange an unopened and unused product, please contact us at hello@auramilk.co.nz.

Approved exchanges are subject to product availability. Customers are responsible for return shipping and any additional delivery costs for discretionary exchanges, unless the product is faulty, damaged or incorrect.

Sale and Promotional Items

Sale and promotional items are not eligible for change-of-mind returns unless otherwise stated.

Faulty, damaged, unsafe or incorrectly supplied sale items remain covered by the Consumer Guarantees Act 1993.

Gift Cards

Gift cards are generally non-refundable and cannot be exchanged for cash, except where required by law.

Return Shipping

Please contact us before returning an item. We will provide the appropriate return instructions and return address after reviewing your request.

We recommend using a tracked shipping service for approved change-of-mind returns. Auramilk is not responsible for return parcels that are lost or damaged in transit when return shipping is arranged by the customer.

Orders Purchased From Other Retailers

If you purchased an Auramilk product from another retailer, pharmacy, marketplace or stockist, please contact the original seller directly. Returns and refunds are generally handled by the retailer from whom the product was purchased, subject to your rights under applicable consumer law.