Returns Policy
Our returns policy lasts 21 days. If 21 days have gone by since your purchase, unfortunately, we can’t offer you a refund or an exchange. We do not accept returns, except where the basis of the return is covered by the Consumers Guarantees Act 1993 or Fair Trading Act 1986. Therefore, when you are at the checkout, please take a moment to ensure your order on the Checkout screen is correct before placing your order. Once your order has been submitted, it is too late!
Please contact us on sales@elemisatlotusspa.co.nz if you want to return a product for reasons that you believe are covered by the Consumer Guarantees Act 1993, or the Fair Trading Act 1986. Here’s what you need to do:
1. Returns Procedure
If a skincare product was purchased online or in the Spa, all returns must be requested in writing within 7 days of delivery or collection. Products must be returned to us within 14 days of the written request and in a saleable condition so that we can process the return. Refunds will be processed within 14 days of receiving the goods back. We offer no refunds on gift vouchers purchased or items purchased on sale. If you think you have had a skin reaction from one of the products you purchased, please provide us with a photo of the reaction to sales@elemisatlotusspa.co.nz within seven days. We will then assess and contact you as soon as applicable.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
- Refund– if the product returned is in a new, unused and resaleable condition
- Exchange/store credit– if the product returned has been lightly sampled, opened, or unwrapped.
To be able to return or exchange a product, you must provide a valid proof of purchase (including receipt, e-receipt, Lotus Day Spa account history or gift receipt). Approval for this is at Lotus Day Spa’s discretion, within the relevant laws of NZ. Products must be returned to us within 14 days of the request and in a saleable condition so that we can process the return.
Sending it back to us:
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, we reserve the right to charge and deduct for postage handling and card-fees if we agree to a product refund. Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Using a good carton, return package to:
Send returns to: Lotus Day Spa, 9 Ernlea Tce, Cashmere, Christchurch 8022
(NOTE: We do not refund gift vouchers and sales items). Keep a record of your shipment until you have received credit or refund.
2. Sale Items
Only regular priced items may be refunded, unfortunately, sale items cannot be refunded.
3. Exchanges
We only replace items if they are defective or damaged. If you need to exchange it for the same item, please email us at sales@elemisatlotusspa.co.nz. See returns policy for terms and conditions. You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non- refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Using a good carton, return package to:
Send returns to: Lotus Day Spa, 9 Ernlea Tce, Cashmere, Christchurch 8022
(NOTE: We do not refund gift vouchers and sales items). Keep a record of your shipment until you have received credit or refund.
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Our Legal Obligations
Consumer Guarantees Act 1993
The Consumer Guarantee Act sets out minimum standards for goods sold by Lotus at Siam.co.nz Ltd. In the event that goods sold are not of good quality or are faulty, the customer has the right to a repair, replacement, or a refund.
Fair Trading Act 1986
The Fair Trading Act is designed to protect the customer being misled, either intentionally or unintentionally. This applies to all aspects of the promotion and sale of goods and services including pricing; where the product was made; where the product is from; the meeting of New Zealand safety standards; availability of products in store and the sales techniques used. The Commerce Commission enforces the Fair Trading Act 1986.
Privacy Act 2020
We take your privacy seriously and abide strictly to The Privacy Act 2020. The new act introduces greater protections for individuals and some new obligations for businesses and organisations. The changes include the requirement to report serious privacy breaches to the Privacy Commissioner and to affected parties.