Returns & Refunds
We want you to feel confident when ordering from NORA. If something isn't right with your order, please get in touch and we'll do our best to help.
Damaged, faulty, or incorrect products
If your order arrives damaged, faulty, or you have received the wrong product, please contact us as soon as possible.
Please include your order number, product name, batch number, and, where helpful, a photo of the product or damage.
Once we have reviewed the issue, we will arrange an appropriate replacement, refund, or other remedy in accordance with the New Zealand Consumer Guarantees Act 1993.
Skin reactions
Every skin is different, and some natural skincare ingredients may not suit everyone.
If you have an unexpected reaction, please stop using the product and contact us with the product name, batch number, details of your experience and, where appropriate, a photo so we can look into it properly.
We recommend patch-testing a new skincare product before first use, particularly for sensitive skin.
Change of mind
Because NORA products are personally used, we cannot accept returns if they are opened or used just because you have changed your mind.
If it’s unopened, please contact us before returning it, and we may accept it provided it’s in the original packaging and resalable condition.
Approved change-of-mind returns must be sent back at your own cost, and original shipping charges are not refundable.
Bundles and sets
NORA Botanical Collections, Rituals and other sets must be returned complete, unopened, and unused to qualify for an approved change-of-mind return. We do not offer partial refunds on sets or bundles.
Refunds
Once an approved return has been received and checked, we will let you know.
Approved refunds will be made to the original payment method. Please allow additional processing time for your bank or payment provider.
Purchased from a NORA retailer?
If you purchased your NORA product from one of our retail partners, please contact the original place of purchase first, as their returns process will apply.
Need help?
Please contact us with your name, order number, and product details. We're a customer-focused business and always like the opportunity to help.
Nothing in this policy limits your rights under the New Zealand Consumer Guarantees Act 1993 or other applicable New Zealand consumer law.
Contact: info@norabiocosmetics.com.