Returns and Exchanges

What is your returns policy?

We want you to love what you buy from us - end of story. If you are not 100% satisfies with the items you have ordered you can return your order to us within 14 days of receipt, unused, with the goods undamaged and in their original packaging, we will be happy to offer a full refund of the purchase price or exchange the goods to another item, in the event of an exchange, items are subject to product availability and returns policy.

If you have purchased an item on sale and it's no longer on sale you have the choice to pay the difference on the exchange product or return for a credit note- no refunds on sale items.

• Refunds will be processed back to the original payment method within 3 working days or us receiving the return.
• We don't refund your freight costs. If your order qualified for free freight we will deduct the freight amount you would have paid from your refund amount if necessary.
• We cannot accept any damaged goods that have been used, have their labels removed, altered or damaged and we can only accept items returned if they are within their original product packaging and are in resalable condition as determined by The Sanctuary Beauty and Hair.
• We can't accept responsibility for returns that are sent my non-traceable postage methods and are not received by us. Understandably, without the items we cannot issue an exchange or refund. Exchanged items can only be dispatched after the returned goods have been received in accordance with the returns policy. Please be aware that you will incur an additional freight charge for the delivery of the replacement item (unless the item was faulty, damaged, or sent to you in error).
• Please note we will of course meet our obligations under the Consumer Guarantees Act.

After 14 days, the items is yours to keep so we strongly advise all customers to check goods thoroughly upon delivery.

What if the item I receive is damaged?
We do our very best to ensure all our products reach our customers in perfect condition. However, in the unlikely event that damage in transit occurs, please contact us at info@thesanctuaryspa.co.nz an we'll work to find a solution to get new products out to you.

What if I've been sent the wrong item?
In the unlikely event we have sent the wrong item, please send us an email at infor@thesanctuaryspa.co.nz or call us on 03 2080985 within 14 days of receipt to arrange return and replacement- delivery will be at our cost of course.