Refund policy

Returns and refunds

We want you to feel confident shopping with Caithy Organics. If you need help with a purchase, email info@caithyorganics.com with your order number and details of your request.

Change-of-mind returns

You may return unused, unopened products in their original packaging within 15 days of receiving your order. Any hygiene seals must remain intact.

Please contact us before sending your return so we can confirm the correct return address and instructions. Include your order number or other proof of purchase.

For change-of-mind returns:

Products must be unused, unopened and in a condition suitable for resale.
You are responsible for return shipping costs.
Original shipping and handling charges are not refundable, except where applicable law requires otherwise.
Please package products securely. We recommend tracked delivery and keeping your proof of postage until your return is resolved.

Opened or used products are not eligible for change-of-mind returns. This does not limit your rights if a product is faulty, damaged, incorrectly supplied or otherwise fails to meet applicable consumer guarantees.

Faulty, damaged or incorrect products

If a product arrives damaged, is faulty or is not what you ordered, please contact us as soon as reasonably possible. Include your order number, a description of the issue and, where possible, photographs of the product and packaging.

Please retain the product and packaging while we assess the issue. We will confirm whether a return is needed and arrange a suitable remedy, including a replacement or refund where required by applicable consumer law. We will cover reasonable return shipping costs where the product does not meet those guarantees.

The 15-day change-of-mind period and unopened-packaging requirement do not apply to claims under your statutory consumer rights.

Missing or delayed deliveries

If your order has not arrived within the estimated delivery timeframe, email us with your order number.

Where Caithy Organics arranged delivery, we will investigate with the courier and help resolve the issue. You do not need to obtain compensation from the courier yourself. Any remedy you are entitled to is not conditional on the courier approving our claim.

If a replacement is required because goods were damaged or lost during delivery arranged by us, we will cover the replacement shipping cost.

How refunds are processed

For change-of-mind returns, we will inspect the returned products and confirm whether they meet the conditions above.

Approved refunds will be made to the original payment method, and we will email you confirmation. Your bank or payment provider may take additional time to display the refund.

Refunds required by consumer law will be handled within the applicable timeframe.

Purchases from other retailers or salons

This return process covers purchases made directly through www.caithyorganics.com or www.caithyskincare.com.

If you purchased from an independent retailer, stockist or salon, please contact that business first with your proof of purchase. This does not limit any rights you may have against Caithy Organics under applicable law.

Your consumer rights

Nothing in this policy excludes or limits rights or remedies that cannot lawfully be excluded, including under New Zealand’s Consumer Guarantees Act 1993 where applicable, or any mandatory consumer protections that apply to your purchase.