Refund policy

RETURNS & REFUND POLICY: We’re Here for You

At Manuka Biotic, we understand the uncertainties that can arise when purchasing skin care products online. We recognise your concerns, particularly if you've experienced reactions such as irritation, breakouts, or dryness in the past. Rest assured, we are committed to finding a solution for you.

We take immense pride in developing high-quality formulations and have full confidence that you will love our products. However, if for any reason you are not completely satisfied and would like a refund, we are more than happy to assist you. Simply send us an email within 30 days of your order date, and we will work together to resolve the issue.

REFUND POLICY

To qualify for a refund, please email us at support@manukabiotic.co.nz and include the following information:

  • Photos of the reaction or irritation you experienced
  • A personal note explaining your dissatisfaction
  • Order number and the email used to place the order

Our dedicated customer service team will promptly respond to your email and provide further assistance.

RETURN POLICY

To be eligible for a return, the item must be unopened, unused, and in its original saleable condition. Please note that certain items cannot be returned including,

  •  Products that have been used
  •  Gift Cards.

For customers in Australia, New Zealand, and other international markets, we have simplified the return process based on the country of origin from which the order was shipped.

STARTING A RETURN

To initiate a return, please email support@manukabiotic.co.nz with the following information:

  • Order number and the email used to place the order
  • A personal note explaining the reason for the return

Once we receive your request, we will provide you with the return address based on the country the order was shipped from. Please be aware that refunds will be credited to the account used for the original purchase. Kindly note that we do not refund shipping fees for the original shipment or return.

RESPONSIBILITY

Please remember that you are responsible for the shipping costs associated with returning the item, and these costs are non-refundable. We recommend using registered mail with a tracking number and insurance for loss during transit, and prepaid postage fees. Manuka Biotic Australia Pty Ltd will not be held responsible for lost or damaged parcels during transit if they were not insured when returned.

BUNDLE ITEM RETURNS

If you are returning an item that was part of a discounted bundle set, the refund amount will be adjusted accordingly, and you will not receive the full price of the individual item.

Please refrain from returning your purchase to the "sender address" on the parcel, as this will void any possibility of a refund since the item may not reach us.

Upon receiving and inspecting your return, we will notify you via email regarding the approval or rejection of your refund. If approved, the refund will be processed, and a credit will be applied to your credit card or original method of payment within a timeframe determined by your payment provider.

NEED MORE HELP?

If you have any further inquiries or require assistance, please do not hesitate to reach out to our Customer Service Team via support@manukabiotic.co.nz. We are here to help and ensure your experience with Manuka Biotic is a positive one.