Refund policy

Return & Refund Policy

At Organic Matters, we are committed to providing high-quality, eco-conscious skincare products. If you are not completely satisfied with your purchase, we are here to help.

This Return & Refund Policy applies to products purchased directly from our website: www.organicmatters.co.nz

All sales and transactions are conducted by KWest Investments Ltd trading as Organic Matters.

1. Organic Matters Guarantee

We stand behind the quality of every product we make. If a product doesn’t meet your expectations, we will happily replace it or provide a full refund—whichever you prefer. This guarantee applies only to purchases made directly through our website.

2. Returns and Exchanges

  • You have 30 days from the date of purchase to request a return or exchange.
  • To be eligible, the product must be:
    • Unused and in the same condition as received.
    • In its original packaging.

Non-Returnable Items:

  • Opened or used products.
  • Items not in their original condition, damaged, or missing parts for reasons not due to our error.
  • Gift cards and sale items.

3. How to Request a Return or Exchange

To initiate a return or exchange, please email kim@organicmatters.co.nz with:

  • Your full name
  • Order number
  • A copy of your receipt
  • The reason for return
  • Your preference for a refund or exchange

Once your return is approved, we will provide you with return instructions.

4. Refunds

Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund.

  • Approved refunds will be processed back to your original payment method within 14 business days.
  • Refund amounts will be for the purchase price of the product.
  • Shipping fees are non-refundable.
  • If you are approved for a refund, the cost of return shipping will be deducted from your refund, unless the return is due to our error.

5. Damaged Items or Incorrect Shipments

Please inspect your order upon arrival. If your order is damaged or incorrect, contact us within 7 days of delivery.

Email kim@organicmatters.co.nz with:

  • Name
  • Order number
  • Photos of the damaged item(s) or incorrect product(s)

We will send a replacement or provide a full refund for the damaged or incorrect item.

6. Order Changes and Cancellations

If you need to cancel or change your order, email kim@organicmatters.co.nz within 1 hour of placing your order.

  • Orders cannot be canceled once they have been processed or shipped.
  • If your order has already shipped, you may follow our Returns Process after receiving your package.

7. Return Shipping

  • Return shipping costs are the responsibility of the customer unless the product was damaged or the wrong item was sent.
  • We recommend using a trackable shipping service or purchasing shipping insurance. We cannot guarantee receipt of your returned item without tracking.

8. Contact Us

For any questions about our Return & Refund Policy, please contact us at:

📧 Email: kim@organicmatters.co.nz
📍 Address: KWest Investments Ltd t/a Organic Matters, PO Box 0758, Auckland, New Zealand

By purchasing from Organic Matters, you agree to this Return & Refund Policy.

Thank you for supporting our mission to provide high-quality, eco-friendly skincare.