Refund policy

Refund & Replacement Policy

45-Day Quality Guarantee

If your order arrives damaged, you receive an incorrect product, or you believe a product is defective, please contact us within 45 days of delivery.

We do not accept returns, exchanges or refunds for change-of-mind or other non-quality-related reasons.

Damaged, Incorrect or Defective Orders

To help us review your request, please email hello@himher.co.nz and include:

Your order number
A brief description of the issue
Clear photos of the product and its packaging, where applicable

Each request will be reviewed individually. If your request is approved, we may offer a replacement, exchange or refund to your original payment method, depending on the circumstances and applicable consumer law.

Please do not return any products before contacting us. If a return is required, our Customer Care team will provide the return address, a prepaid return shipping label and instructions on how to send the product back.

Products returned without prior approval may not be accepted.

Change of Mind

We do not provide returns, exchanges or refunds if you:

Change your mind
Order the wrong product
No longer want or need the product
Purchase more products than required
Find the product at a lower price elsewhere
Decide the product does not suit your personal preferences
Review the product information or ingredients after purchasing

This applies even if the product remains unopened.

Please review the product description, ingredients and usage information carefully before placing your order.

Opened or Used Products

For hygiene and safety reasons, opened or used products cannot be returned unless they are damaged, defective or incorrectly supplied.

Refunds

If a refund is approved, it will be issued to your original payment method within 10 business days.

Your bank or payment provider may require additional time to process and display the refund. If more than 15 business days have passed since your refund was approved, please contact us at hello@himher.co.nz.

Sale Items and Gift Cards

Sale and clearance items are not eligible for returns, exchanges or refunds for change-of-mind. Gift cards are non-refundable.

These exclusions do not affect any rights you may have if a product is damaged, defective or incorrectly supplied.

Consumer Rights

Nothing in this policy limits or excludes any rights or remedies available under the New Zealand Consumer Guarantees Act 1993 or any other applicable consumer law.