Refund policy

RETURNS

We have a 14-day return policy, which means you have 14 days after receiving your item/s to request a return.

Due to the nature of our products, your item must be in the same condition that you received it, unopened or unused and in its original packaging. Returned items are subject to inspection by one of our receiving staff members.

You will be responsible for the return mailing/shipping costs. Please note we cannot refund postage and packaging unless goods are deemed to be faulty.

We are not responsible for return packages that may be lost or damaged in transit. It is recommended that you choose a method of shipping with tracking and insurance.

We ask if you purchased the product from a Heliocare stockist or retailer that you contact them in the first instance to discuss the return.

If you purchased the product from Heliocare NZ directly via heliocare.nz and wish to discuss a return or refund, please email us at hello@heliocare.nz with your first and last name, your order number, the e-mail address used to purchase the items and photos of the damage if applicable. 


Items sent back to us without first requesting a return will not be accepted.

 

Cancellations

Cancellations can be made by request provided the order has not been shipped. A full refund including shipping will be made.

If you wish to cancel after the goods have been shipped, you must return the goods unused and undamaged to claim a full refund less shipping costs.

 

In the unlikely instance of an adverse skin reaction

The ingredients of our products are listed on the product page to help you identify any sensitivity with certain ingredients.

Different skin types and skin conditions may react differently to our products. It is always best to know and understand how your skin reacts to different products and ingredients.

If you experienced an allergic reaction, please see your skin care professional and send a detailed description of what occurred along with pictures to hello@heliocare.nz.

In certain instances, a medical certificate may be requested to identify if it is the product that caused the allergic reactions.