Refund Policy
Returns & Exchanges
We can only accept returns for damaged goods that are not opened. Please note that all return requests must contact hello@kumo.co.nz within 7 days of receiving your order.
Unfortunately, we also cannot accept returns or refunds for ‘change of mind’ once a purchase has been made.
We don't offer any refunds, only exchange or store credit.
Items must be returned to Kumo® within 7 days of receiving the goods.
Items not received in this time frame will not be accepted.
Items must be received in the condition it was sent out in.
It must not be damaged, opened or used.
Items must be returned by tracked postage.
All return shipping costs will be at the expense of the customer.
To return an item, contact hello@kumo.co.nz within 7 days of receiving your purchase. Once contact has been made, you will be authorised to return the item.
Skin Confidence Promise - Refund Policy
We stand by our Kumo® skincare range and want you to feel confident in your journey to radiant skin. If you’ve given our products a fair, consistent trial and don’t see the results you expected, our Skin Confidence Promise is here to help.
Follow the Routine: Use your Kumo® skincare products consistently for at least 30 days, following the directions provided. Great skin results come with commitment.
Consult Our Skincare Specialists: Before submitting a claim, connect with one of our experts for a personalised consultation. They’ll guide you with tailored tips to ensure you’re getting the most from your routine.
Submit Your Request: If, after using the products as directed and consulting with our team, you’re still not satisfied, you can submit a request for a refund within 7 days after completing your 30-day trial period. Provide a brief overview of your experience.
Refunds are issued as store credit, so you can try other products that may be a better fit. This promise applies exclusively to our Kumo® skincare range, giving you peace of mind to explore our collection with confidence.
Our Guarantee
If we prescribe a product via our skin prescriptions or in-store experience and you have a reaction to a product, or find that product does not work on your skin. Please contact hello@kumo.co.nz within 30 days of purchase, and we will find you an alternative that you love.
Refund Policy for Packages and Vouchers
Kumo® Skin Spa is dedicated to providing consistent quality in our services and protecting the integrity of our offerings. By purchasing any package or voucher, you agree to the following legally binding terms regarding their use and validity:
Non-Refundable Purchases and Validity Period
In accordance with New Zealand consumer protection legislation, specifically the Consumer Guarantees Act 1993, all packages and vouchers purchased from Kumo® Skin Spa are strictly non-refundable and cannot be redeemed for cash or refunded due to a change of mind, personal circumstances, or any similar request.
Each package and voucher is valid for 12 months from the date of purchase, ensuring a reasonable timeframe for utilization of the full benefits. This validity period has been carefully established to provide ample opportunity for redemption while ensuring operational consistency and fairness.
Exchange for Store Credit
While refunds are not permitted, we offer the option to convert any unused portion of a valid package or voucher into store credit, which may be applied toward other products or services available at Kumo Skin Spa. Store credit is non-transferable, non-refundable, and valid for 12 months from the issuance date. This policy aims to maintain a high standard of service while accommodating guests who may experience unforeseen scheduling challenges.
Strict Terms of Use
Please note that the 12-month validity period is final and packages or vouchers cannot be extended, reissued, or transferred beyond this timeframe. By purchasing, you acknowledge and accept that packages and vouchers must be fully used within the allotted period and that any remaining balance or unused services will be forfeited at the end of this term.
Protection of Kumo® Skin Spa’s Rights
Kumo® Skin Spa reserves all rights to enforce these terms to the fullest extent under the Consumer Guarantees Act 1993, protecting our business from undue financial or operational strain. This policy serves as a safeguard to ensure that no guest may seek unreasonable exceptions, as permitted by law. It is established to avoid issues experienced in prior instances and to uphold a fair and professional standard for all our valued guests.
Exceptions
This refund policy does not limit or alter your statutory rights under the Consumer Guarantees Act 1993. Should a package or voucher be proven defective or significantly misrepresented, remedies may be available in the form of a repair, replacement, or alternative recourse in alignment with statutory consumer rights.
Contact Information
For further inquiries regarding this policy, please reach out to our team at hello@kumo.co.nz. We are here to assist with any questions and provide clarity on these terms as needed.