Refund policy
Effective date: 19 October 2026
Our 60-day money-back guarantee
If a Quelune product is not right for you, return it within 60 days of delivery for a full refund of the product price. You do not need to send back an empty container or prove you used it. Tell us it did not work for you and we will refund you.
What is covered
- Opened or part-used products, within 60 days of delivery.
- Unopened products, within 60 days of delivery.
- Items damaged in transit, reported within 7 days of delivery with photographs.
- Items that arrived incorrect or incomplete.
What is not covered
- Requests made more than 60 days after delivery.
- Orders where the delivery address entered at checkout was incorrect.
- Products bought from a seller other than Quelune.
How to request a refund
Email quelune@outlook.com with your order number and a sentence about what went wrong. We respond within 2 business days.
For most returns we will not ask you to post the product back, because return postage usually costs more than the item. If we do ask for a return, we will tell you where to send it and whether we are covering the postage.
When you get your money back
Approved refunds are issued to your original payment method within 5 to 10 business days of approval. Your bank may take a few days longer to show it.
We refund the product price in full. Original shipping charges are refunded where the order arrived damaged, incorrect, or not at all.
Cancelling an order
Email us as soon as possible. If the order has not yet been dispatched we will cancel it and refund you in full. Once it has been dispatched, the 60-day guarantee above applies instead.
Your legal rights
This guarantee is offered in addition to your rights under consumer law, including the New Zealand Consumer Guarantees Act and any equivalent protections in your country. Nothing here limits those rights.
Contact
Quelune, 198F White Swan Road, Mount Roskill, Auckland 1041, New Zealand. Email quelune@outlook.com. Monday to Friday, 9:00 AM to 5:00 PM New Zealand time.