Refund policy

Last updated: 20 April 2026

We want you to feel confident shopping with Lady Bonita. If something is not quite right with your order, we are here to help.

Important notice for New Zealand customers

Nothing in this policy limits or excludes your rights under New Zealand consumer law, including the Consumer Guarantees Act 1993 and the Fair Trading Act 1986. If an item is faulty, damaged, unsafe, not of acceptable quality, not fit for purpose, not as described, or there is a delivery issue, you may be entitled to a remedy under New Zealand law.

Quick summary

• We do not offer returns or refunds for change of mind, so please choose carefully.
• In some approved change-of-mind cases, we may offer store credit or Lady Bonita Points only, at our discretion and subject to the conditions below.
• For health and hygiene reasons, we cannot accept returns for opened, used, or unsealed skincare, cosmetics, personal care, or intimate items unless they are faulty or not as described.
• Sale items are final sale for change of mind.
• Pre-order items have special conditions, especially where they are arranged specifically for you.
• If your item arrives faulty, damaged, incorrect, missing, or not as described, please contact us as soon as possible so we can help.

1. Definitions

Standard items
Items we normally stock.

Pre-order items
Items sold with an estimated arrival timeframe and arranged through our supply chain after your order is placed.

Special pre-order items
Items we do not normally keep in stock and arrange especially for you once your order is placed.

2. Change of mind

Please choose carefully, as we are unable to offer returns or refunds for change-of-mind purchases.

If you ordered the wrong item, or would like help before your order is dispatched, please email info@ladybonita.co.nz and we will do our best to assist.

Where we choose to approve a change-of-mind return, it will be issued as store credit or Lady Bonita Points only.

To be considered, the item must:

• be unused, unopened, and in the same condition you received it
• be in its original packaging, with any seals intact
• include proof of purchase, such as your order number or confirmation email

Change-of-mind returns are not available for:

• opened, used, or unsealed skincare, cosmetics, personal care, sanitary, or intimate items
• gift cards
• store credit, loyalty points, or promotional vouchers
• freebies or gifts with purchase
• digital or downloadable products, if applicable
• sale or clearance items, unless faulty or not as described

Under New Zealand law, stores do not have to provide a refund simply because a customer changes their mind, unless the store's own policy allows it.

3. Faulty, damaged, or not as described

All products are checked before dispatch, and we take care to pack orders securely. If your item arrives faulty, damaged, incorrect, or not as described, please contact us at info@ladybonita.co.nz as soon as possible so we can sort it out quickly.

Please include:

• your order number
• a short description of the issue
• clear photos, and video if helpful
• photos of the outer packaging if relevant

Depending on the issue, we may ask for the item to be returned for assessment before a remedy is confirmed.

If the problem is minor, we may repair, replace, or refund the item in line with New Zealand consumer law. If the problem is serious, you may be entitled to reject the item and choose a refund or replacement.

Please note that damage to the outer packaging only will not usually qualify for a refund or replacement where the product itself is unaffected.

4. Items lost, delayed, or damaged in transit

We pack orders with care, but if your parcel is lost in transit, significantly delayed, or arrives damaged, please contact us and we will help with the next steps.

To help us investigate quickly, we ask that you contact us:

• within 48 hours of delivery if the parcel arrives damaged, or
• within 48 hours of your tracking showing delivered if you have not received it

This timeframe helps us lodge courier investigations promptly, but it does not limit any rights you may have under New Zealand law.

Where we arranged the delivery, we remain responsible for getting the goods to you.

5. Exchanges

We do not offer exchanges for change of mind.

If an item is faulty, incorrect, or not as described, we may offer a replacement, subject to availability, or another appropriate remedy in line with New Zealand consumer law.

6. Refunds and store credit

Change-of-mind requests

If we approve a change-of-mind return, it will be issued as store credit or Lady Bonita Points for the item value only.

Please note:

• original shipping charges are not refundable
• return shipping costs are the customer's responsibility

Faulty, incorrect, or not as described

Where a refund is the appropriate remedy, it will usually be processed back to your original payment method where possible, or another method agreed with you.

Once approved, refunds are processed promptly, but your bank or payment provider may take a few business days to complete the transaction.

7. Pre-orders and special pre-orders

Because pre-order items may be arranged specifically for you, delivery timeframes can vary.

Cancellations

You may request a cancellation within 2 hours of placing your order for a full refund.

After 2 hours, we may not be able to cancel the order if it has already been processed, packed, or arranged with our suppliers.

If cancellation is still possible after that point, we may deduct any actual non-recoverable costs already charged to us by payment providers or suppliers.

Change of mind for pre-orders

Standard pre-orders may only be considered under our usual change-of-mind conditions if the item is eligible and remains unopened and unused.

Special pre-orders are generally not eligible for change-of-mind returns once they have been arranged specifically for you.

This does not affect your rights if an item is faulty or not as described.

8. How to request a return or report an issue

Please email info@ladybonita.co.nz with:

• your order number
• the item or items you are contacting us about
• the reason for contacting us
• photos and any relevant details

We aim to respond within 3 business days.

Please do not send items back to the manufacturer. Once we have reviewed your request, we will send you the return instructions and return address if needed.

9. Return shipping

Change-of-mind returns

If we approve a change-of-mind return:

• return shipping is at the customer's cost
• we strongly recommend using a tracked service, as we cannot guarantee receipt without tracking

Faulty or incorrect items

If your item is faulty, incorrect, or not as described, we will provide return instructions and, where appropriate, arrange a return label or reimburse reasonable return shipping costs.

10. Allergic reactions and product suitability

As with any skincare or beauty product, reactions can happen, and individual results can vary from person to person.

If you know you are sensitive to certain ingredients, we recommend checking the ingredient list carefully before ordering. You are also welcome to contact us at info@ladybonita.co.nz if you would like help choosing a product.

Because skin reactions can be related to individual sensitivity rather than a product fault, we may not be able to offer a refund or replacement for a product that has been opened and used unless it is faulty, unsafe, or not as described. This does not affect your rights under New Zealand consumer law.

We also recommend patch testing where appropriate before full use.

If any irritation or reaction occurs, please discontinue use and seek medical advice.

11. Sale items

Sale and clearance items are final sale for change of mind.

However, your rights under New Zealand consumer law still apply if a sale item is faulty, unsafe, or not as described.

12. Need help?

If you have any questions about your order, please get in touch at info@ladybonita.co.nz. We are always happy to help.