Refund policy

Returns and Refunds Policy

We want you to be happy with your Mike Haircare purchase. This policy explains what to do if you receive a faulty, damaged or incorrect product, or if you change your mind.

Nothing in this policy limits your rights under the Consumer Guarantees Act 1993 or any other applicable New Zealand consumer law.

Faulty or Damaged Products

Under the Consumer Guarantees Act 1993, products must be of acceptable quality, fit for purpose, match their description and arrive within the agreed timeframe and in good condition.

If your product is faulty, damaged, unsafe, significantly different from its description or otherwise does not meet these guarantees, please contact us at [EMAIL ADDRESS] as soon as reasonably possible.

Please include:

Your name
Your order number
A description of the issue
Photographs showing the product, packaging and damage, where relevant

If the issue is minor and can be remedied, we may choose to repair the product, replace it or provide a refund. We will provide the remedy within a reasonable timeframe and at no cost to you.

If the issue is substantial, cannot be remedied or is not resolved within a reasonable timeframe, you may be entitled to reject the product and choose a replacement or refund in accordance with the Consumer Guarantees Act.

Incorrect or Missing Products

If you receive an incorrect product or an item is missing from your order, please contact us at [EMAIL ADDRESS] with your order number and details of the issue.

Once confirmed, we will arrange for the correct product to be sent or provide another appropriate remedy at no additional cost to you.

Please do not open or use an incorrectly supplied product unless we ask you to.

Change-of-Mind Returns

We are not legally required to provide a refund if you simply change your mind. However, we may accept a change-of-mind return if you contact us within 14 days of receiving your order.

To qualify, the product must be:

Unused and unopened
In its original packaging
In resalable condition
Returned with any seals, labels and protective packaging intact
Accompanied by proof of purchase

For hygiene and safety reasons, we cannot accept change-of-mind returns for haircare, beauty or personal-care products that have been opened, used or had their seals removed.

Approved change-of-mind returns will be refunded for the purchase price of the returned product. Original delivery charges are not refundable, and you will be responsible for the cost and safe return of the product.

We recommend using a tracked delivery service, as we cannot take responsibility for change-of-mind returns that are lost or damaged in transit.

Sale and Promotional Products

Sale, discounted and promotional products may only be returned for a change of mind where they meet the requirements above.

Your rights under the Consumer Guarantees Act continue to apply to sale and promotional products if they are faulty or otherwise fail to meet a consumer guarantee.

Product Suitability and Reactions

Results from haircare and personal-care products can vary between individuals. A product being unsuitable for your personal preferences, hair type or routine does not necessarily mean it is faulty.

Please read the ingredients and directions before using a product. Stop using the product if irritation or an unexpected reaction occurs and seek medical advice where appropriate.

If you believe a reaction was caused by a faulty, contaminated, incorrectly labelled or misdescribed product, please contact us so we can investigate. This does not limit any rights you may have under New Zealand consumer law.

Returning a Product

Please contact us before returning a product. We will confirm whether the return has been approved and provide the return instructions and address.

Products returned without contacting us first may take longer to process.

Where a product is faulty, damaged or incorrectly supplied, we will cover reasonable return-delivery costs where required under the Consumer Guarantees Act. We may provide a prepaid label or reimburse reasonable delivery costs.

Refunds

Once we have received and assessed an approved return, we will let you know the outcome.

Approved refunds will be made to the original payment method unless otherwise agreed. Processing times will depend on your bank or payment provider.

Any refund provided under the Consumer Guarantees Act will include the amounts required by law. We will not require you to accept store credit instead of a refund where you are legally entitled to a refund.

Gifts

If a product was purchased as a gift, the recipient may still have rights under the Consumer Guarantees Act. We may ask for the purchaser’s details, order number or other proof of purchase before arranging a remedy.