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Refund policy

• All refund rights under New Zealand law apply. Our products come with guarantees that cannot be excluded under the New Zealand Consumer Law.

• You are entitled to a replacement or refund for a major failure and are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. If the failure is minor, we reserve our right to offer to repair only and reserve the right to not offer a refund or a store credit note.

• You can choose between an exchange or store credit note where goods are faulty, wrongly described. Retain your receipt for proof of purchase.

• In the unlikely event that we supply faulty or damaged goods, You will have the choice between an exchange or a credit store of the value of the faulty or damaged goods, if and only if the products have been purchased directly on our website, and you notified us by email within 2 days at from date of reception of the products at your address. (Based on carrier notification details)

• For a return, please contact our Customer Service Team on Please attach a printed copy of the original receipt of purchase and a brief explanation detailing the reason for your return. You will then be contacted by a ZAO staff member.

• When returning an item or items, all parts, label and organic cloth pouch must be in their original unopened packaging in order to be eligible for a refund. For hygienic reasons, cosmetic products cannot be returned once opened.

• If your return is approved, please send your item(s) via a prepaid and traceable method to ensure safe and documented delivery.  ZAO takes no responsibility for missing incoming deliveries without proof of delivery.

• Before receiving any form of reimbursement or credit note, you will be responsible until the reception of the products at our warehouse.

• We don't give a refund or replacement if a customer simply changes their mind about a product.

• Only products purchased online from are eligible for return or exchange.