Returns, Refunds & Product Care Policy

At Sulphur City Soapery, we want you to be happy with your purchase. As we stock a combination of handmade products and carefully selected products from other suppliers, our returns policy distinguishes between change-of-mind returns and products that do not meet the standards required under New Zealand consumer law.

Change-of-Mind Returns

If you have simply changed your mind about a purchase, we may accept a return within 14 days of purchase, provided:

• The product is unused, unopened and in its original saleable condition.

• The product is returned with proof of purchase.

• The product has not been personalised or made specifically to order.

• The product is not otherwise excluded from return for hygiene or safety reasons.

Change-of-mind returns are at our discretion and are not a right provided by the Consumer Guarantees Act.

Where we accept a change-of-mind return, we may offer an exchange, store credit or refund of the purchase price. Original delivery or return costs are not refundable for change-of-mind returns.

For hygiene reasons, opened or used personal-care products cannot generally be returned simply because you have changed your mind.

Faulty, Damaged or Incorrect Products

Your rights under the Consumer Guarantees Act 1993 (CGA) are not affected by this policy.

Products must be of acceptable quality, fit for their normal purpose, match their description and be reasonably durable, taking into account the nature of the product, its price, packaging, labelling, representations made about the product and all other relevant circumstances.

If you believe a product is faulty, damaged, defective or does not meet these guarantees, please contact us at info@sulphurcitysoapery.co.nz with your proof of purchase and details of the issue.

We will assess the issue and provide the appropriate remedy in accordance with the Consumer Guarantees Act. Depending on the nature and seriousness of the issue, this may include a repair, replacement, refund or other appropriate remedy.

We do not impose an arbitrary time limit on claims relating to a product's rights under the Consumer Guarantees Act.

Handmade Products & Natural Changes Over Time

Many of the products we stock are handmade and contain natural ingredients, essential oils, fragrances, botanicals, clays, oils and other ingredients that can naturally change over time.

Changes in colour, appearance, texture or fragrance can occur naturally as a product ages and do not necessarily indicate that a product is faulty.

In particular, fragrance and scent may gradually become less pronounced over time. This is a natural characteristic of many fragranced and handmade products and can be accelerated by exposure to air, heat, humidity and direct sunlight.

Where products are labelled with a recommendation such as "Use within 12 months of opening", this is a recommendation intended to help maintain the best product experience and is not intended to remove or limit any rights you may have under the Consumer Guarantees Act.

Product Display & Packaging

Some of our handmade soaps are displayed in packaging with an open window to allow customers to see and smell the product before purchasing.

Because these products are intentionally exposed to the surrounding environment, their fragrance and appearance may naturally change over time. We recommend storing soaps and other handmade products in a cool, dry place away from direct sunlight, heat and excessive humidity.

Customers should follow any storage, care, use or best-before information provided on the product, its packaging, or on our website. Where additional product care or storage information is provided on our website, this information should be followed alongside any instructions provided with the product.

A natural change in fragrance or appearance resulting from the normal ageing of a product, or from inappropriate storage or use, does not necessarily mean the product is faulty.

However, this does not affect your rights under the Consumer Guarantees Act where a product genuinely fails to meet the guarantees required by law.

Products Purchased From Other Suppliers

Where we sell products manufactured or supplied by another business, your consumer rights remain with us as the retailer for purchases made from Sulphur City Soapery.

If you believe a purchased product is faulty or does not meet the guarantees required by the Consumer Guarantees Act, please contact us directly at info@sulphurcitysoapery.co.nz . We will assess the issue and work with you to determine the appropriate remedy.

Damaged Products

If your purchase arrives damaged, please contact us as soon as reasonably possible via email info@sulphurcitysoapery.co.nz and provide photographs of the product and packaging where available.

We will assess the damage and arrange an appropriate remedy.

Exceptions / Non-Returnable Items

Some products may not be eligible for return where the return is due to a change of mind. These may include:

• Personal care, bath and body products that have been opened or used, for hygiene reasons.

• Custom-made, personalised or specially ordered products, where applicable.

• Perishable goods, where applicable.

• Products that cannot safely be returned due to their nature, including certain hazardous, flammable or restricted items.

Sale items and gift cards are not eligible for change-of-mind returns.

These exclusions apply to change-of-mind returns only and do not affect your rights under the Consumer Guarantees Act 1993. If you believe a product is faulty, defective, damaged, incorrectly supplied or otherwise does not meet the guarantees required by law, please contact us info@sulphurcitysoapery.co.nz so that we can assess the issue and provide the appropriate remedy.

If you are unsure whether a particular product is eligible for return, please get in touch with us before sending it back.

Our Commitment

We will always consider each situation fairly and in accordance with New Zealand consumer law.

Nothing in this policy is intended to exclude, restrict or limit any rights you have under the Consumer Guarantees Act 1993 or any other applicable New Zealand legislation.

Please note that our Christmas hours will affect the response time on all refund policies