Return Policy

Returns on Products Purchased from our Web Store

For hygiene reasons, we are unable to accept returns of any cosmetic products.  Please choose carefully.  Faulty, damaged or products shipped wrongly will gladly be exchanged or a refund given. In this case, the customer must inform us within 3 days of receiving the goods.

Please email us for permission to return goods purchased from our web store prior to returning the goods to us. Include details of the transaction and the reason why you wish to return the goods with photos of the fault. We will then reply to you with permission and instructions for returning the goods should we choose to accept your request. The email can be sent to orders@oow.co.nz.

We will accept the return of merchandise ONLY IF IN SALEABLE CONDITION and your request is within 3 days of receipt of the goods.

We are not obliged to refund if you change your mind after buying products. Goods returned which are not faulty or incorrectly supplied may be exchanged at our discretion but not refunded. We can also give you credit which you can use to buy any product from our store. For these items, the cost of return shipping shall be the responsibility of the customer, or alternatively they may choose to bring the goods to the physical store themselves. Please note that we are unable to refund freight cost associated with the delivery and /or return. In a special case, if we do consider to provide you refund then we reserve the right to charge a restocking fee of 25% on the total invoice less shipping cost. 

Faulty Manufacturing

For goods returned because of a manufacturers fault, we will meet our obligations under the Consumer Guarantees Act. Faulty goods will be replaced or repaired in the first instance or refunded if no replacement or suitable exchange is available. We may ask to provide a photo or return product back to us.

If goods are incorrectly supplied we will arrange the return of the incorrect goods and supply the correct goods in exchange provided the incorrect goods are received back by us in the same condition they were sent.

If your product has been damaged during delivery please keep the packaging in which the product was delivered in case the courier company needs to inspect it or we request a photo to be sent. Please contact us for further instructions and we will do our best to resolve the problem as soon as possible.

If we have agreed to a refund we will do so in the same way the purchase was paid for. If you have paid by credit card the refund will be credited back to your card. If you have purchased on a company account then a credit will be issued to your account.

Any refund or transaction fees will be charged as per Windcave Limited or credit card terms and condition.  If there is any bank transfer then there will not be any extra charges for a refund..