At Ānuku, we take great care in creating, packaging, and delivering our rongoā māori products and taonga. If there is an issue with your order, we are committed to working with you to find a fair and reasonable solution.
This policy applies alongside our obligations under New Zealand consumer law.
Returns
We have a 14-day returns policy. This means you have 14 days from receiving your order to contact us regarding a damaged, faulty, incorrect, or significantly misrepresented item.
To be eligible for a return, the item must be in the same condition as received and accompanied by proof of purchase.
To request a return, please contact us at anukubyaaron@gmail.com with your order number, photographs of the item where applicable, and a description of the issue.
Returns sent without prior approval will not be accepted.
Damaged, Faulty or Incorrect Items
Please inspect your order upon arrival and contact us as soon as possible if:
Your item arrives damaged
Your item is faulty
You receive the wrong item
Your order is incomplete
We will assess the issue and, where appropriate, arrange a replacement, exchange, repair, or refund.
If your item arrives damaged, please keep the item, original packaging, and courier packaging until we have reviewed the issue. Clear photos help us assess what has happened and support any courier claim if needed.
Non-Returnable Items
Due to hygiene, safety, and product integrity requirements, we do not accept returns or change-of-mind refunds on:
Opened or used rongoā māori products
Opened or used body care products
Lip balms, balms, soaps, scrub bars, and other personal care products
Custom-made or personalised items
Sale items
Gift cards
Please ensure you read all product descriptions, ingredients, care instructions, and disclaimers before purchasing.
Allergic Reactions and Sensitivities
Individual skin types, sensitivities, and allergies vary from person to person.
As our ingredients are listed on our products and website, refunds are not usually provided for allergic reactions or sensitivities where the product is not faulty, damaged, incorrect, or misrepresented.
We encourage all customers to review ingredients carefully and patch test topical products before wider use. If you have concerns about ingredients or sensitivities, please contact us before purchasing.
Change of Mind
We do not offer refunds or exchanges for change-of-mind purchases.
Please choose carefully before completing your order.
Exchanges
Where appropriate, exchanges may be offered for damaged, faulty, incorrect, or significantly misrepresented items.
If an exchange is approved, we will provide instructions on how to proceed.
Refunds
Once a returned item has been received and assessed, we will notify you of the outcome.
If a refund is approved, it will be processed back to your original payment method within 10 business days. Please note that processing times may vary depending on your financial institution.
If more than 15 business days have passed since your refund was approved, please contact us at anukubyaaron@gmail.com.
Contact Us
If you have any questions regarding your order, returns, or refunds, please contact us at:
