Returns & Refunds Policy

Effective Date: 29 March 2025

At Caffeine Crazy Coffee Scrub, we want you to feel confident shopping with us. This policy explains when returns or refunds are available and how to request one, in line with the New Zealand Consumer Guarantees Act 1993.

1. Eligibility for Returns

Faulty or Damaged Items

You are entitled to a repair, replacement, or refund if your item is faulty, damaged, or not as described.

  • Please contact us within 7 days of receiving your order

  • Items must be unused and unopened, unless faulty on arrival

  • Proof of purchase is required

Change of Mind

Due to hygiene and safety reasons, we do not accept returns for change of mind, including:

  • Opened or used jars

  • Items that have been tampered with

  • Sale or promotional items

This does not affect your rights under the Consumer Guarantees Act.

2. Return Timeframes

  • Faulty or damaged items: Contact us within 7 days of delivery

  • Return approval: Usually within 2 business days

  • Refund processing: Within 7–10 business days after approval and/or return receipt

3. Who Pays Return Shipping?

  • If your item is faulty, damaged, or incorrect, we will cover reasonable return shipping costs

  • If a return is approved for any other reason, return shipping costs are the customer’s responsibility

We recommend using tracked postage, as we are not responsible for items lost in transit.

4. How to Start a Return (Step-by-Step)

Step 1: Contact Us
Email caffeinecrazycoffeescrub@gmail.com with:

  • Your order number

  • A brief description of the issue

Step 2: Provide Photos (if applicable)
If your item arrived damaged or faulty, please include clear photos to help us assess the issue quickly.

Step 3: Return the Item (if requested)
If a return is required, we will provide return instructions and the return address.

Step 4: Refund or Replacement
Once approved, your refund or replacement will be processed within 7–10 business days.

Refunds are issued to the original payment method.

5. Exchanges

We do not offer direct exchanges.
If you would like a different item, please place a new order once your return has been processed.

6. Exceptions & Non-Returnable Items

Returns are not accepted for:

  • Opened or used products (unless faulty)

  • Change-of-mind purchases

  • Sale or clearance items

  • Gift cards

7. Frequently Asked Questions

What if my order arrives damaged?
Contact us within 7 days with photos and your order number. We’ll arrange a replacement or refund.

What if I ordered the wrong item?
Due to hygiene reasons, we cannot accept returns for incorrect or unwanted items unless faulty.

How long do refunds take?
Refunds are processed within 7–10 business days after approval. Your bank may take additional time to display the funds.

Do I need the original packaging?
Yes — items must be returned in their original, unopened packaging unless damaged on arrival.

8. Contact Us

If you have any questions about returns or refunds, please get in touch with us at:
caffeinecrazycoffeescrub@gmail.com