Refund policy

This Return and Refund Policy is fully compliant with the New Zealand Consumer Guarantees Act 1993 (CGA) and Fair Trading Act, incorporating key hygiene standards required for natural cosmetics.

Sastained Return & Refund Policy

1. Your Rights Under New Zealand Law

Our products come with guarantees that cannot be excluded under the New Zealand Consumer Guarantees Act 1993 (CGA). Nothing in this policy limits or replaces your rights under New Zealand consumer law.

2. Faulty, Damaged, or Incorrect Items

If you receive a product that is damaged, defective, expired, or incorrect, we will make it right promptly.

  • Major Failure: If a product has a substantial fault (e.g., contaminated, broken container rendering product unusable, or significantly different from description), you are entitled to choose between a full refund or a replacement.

  • Minor Fault: If the issue is minor (e.g., a faulty pump mechanism), we reserve the right to repair or replace the item.

  • Return Shipping: We will cover or reimburse reasonable return shipping costs for proven faulty or damaged products.

3. Change of Mind Returns

Under NZ law, retailers are not legally required to offer refunds for change of mind. However, because we want you to be happy with your purchase, we offer the following discretionary policy:

  • Eligibility: Products must be unopened, unused, and in their original sealed packaging returned within 14 days of delivery.

  • Remedy: We offer a store credit or product exchange (excluding original shipping costs).

  • Return Shipping: Return postage for change of mind is at the customer's expense.

  • Hygiene Exclusion: Due to hygiene and safety standards for natural skincare, opened or tested items cannot be returned for change of mind.

4. Skin Reactions & Allergies

Natural ingredients can occasionally trigger individual sensitivities or allergic reactions. An adverse reaction does not automatically classify a product as faulty under the CGA unless ingredients were incorrectly labeled or misrepresented. If you experience a reaction:

  1. Discontinue use immediately.

  2. Contact us at sastained@outlook.com within 30 days of purchase.

  3. Provide your order details along with photos and a brief description of the reaction.

  4. At our discretion, we may offer a store credit or replacement product better suited to your skin type.

5. How to Initiate a Return

  1. Email sastained@outlook.com with your order number, details of the item, and photos (if damaged or faulty).

  2. Wait for return authorization and instructions from our team.

    1. Send the item securely to: Unit 1/303 Cambridge Road, Hillcrest, Hamilton, 3216.

  3. Approved refunds will be processed back to your original payment method within 5–7 business days of receiving the returned goods.