Refund Policy

The following refund policy does not restrict or exclude your rights as a consumer under applicable laws (such as the New Zealand Consumer Guarantees Act 1993) except to the extent permitted. 

We want to make this process as easy as possible. If you experience a problem with your order, please don’t hesitate to contact us at, and we will do our best to resolve any issue.

Adverse Reactions

If you have had an adverse reaction to our products, please provide details (including photos) with your email. We take your skin and hair health very seriously and have a comprehensive quality control system in place.

We always recommend patch-testing our products 24 hours before you use them for the first time.

Claims for damaged items/incorrect orders

Should you wish to make a claim relating to your product for damage in transport or incorrect goods received, please advise us by email within 24 hours of receiving your products. Please provide your order number in the email subject. We will then let you know whether you need to return the products for inspection.


If we ask you to return your product, you should mail your product to:

Consumer Returns (Marketing), Essano Limited, 127 Montgomerie Road, Airport Oaks, AUCKLAND, 2022, New Zealand.

Unless you are claiming as a consumer under applicable consumer protection laws that we are unable to limit or exclude:

  • You will be responsible for paying for the shipping costs for returning your item.

  • Shipping costs are non-refundable

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance.


Once your return is received and inspected, we will let you know that we have received your returned item. We will also notify you of the approval or rejection of your refund request.

If a refund is approved, it will be processed, and a credit will automatically be applied to your credit card or the original payment method.

Unless you are claiming under applicable consumer protection laws that we are unable to limit or exclude:

  • We can only accept returns for orders placed on or

  • For purchases made with one of our retail partners, please get in touch with the place of purchase for advice on returning your product.

Where is my refund payment?

Refunds can take up to 10 working days to be processed, so please wait this amount of time before checking your bank account and contacting your bank provider. If you still have not received your refund at that time, please get in touch with us at