Refund policy

Return & Refund Policy

All sales are conducted by KWest Investments Ltd trading as Organic Matters. This policy applies to purchases made directly through our website.

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, in its original condition, and in its original packaging.

We can't accept returns of opened or used products, items damaged after delivery, gift cards, or sale items.

Damaged or incorrect orders

Check your order when it arrives. If anything is damaged or wrong, email us within 7 days of delivery with your name, order number, and photos of the issue.

How to request a return

Email kim@organicmatters.co.nz with your full name, order number, and the reason for the return. If your return is approved, we'll send you return instructions.

Refunds

Once we receive and inspect your return, we'll confirm the outcome by email. Approved refunds go back to your original payment method within 14 business days. Refunds cover the product price; original shipping fees are non-refundable. If your order qualified for free shipping, we'll deduct the standard shipping cost for your order from the refund. Return shipping is your responsibility unless the return is due to our error, and we recommend a tracked service.

Order changes and cancellations

Need to change or cancel an order? Email us as soon as possible with your order number, and we will do our best to make the change. Once an order has been processed or shipped we can't cancel it. Please keep in mind that our work hours are in the New Zealand time zone.

Contact

Email: kim@organicmatters.co.nz
KWest Investments Ltd t/a Organic Matters

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