RETURNS

We do not offer returns or exchanges for change of mind.

Due to the nature of our products, all O Te Rā fragrances are alcohol-based personal care items. For hygiene and safety reasons, all sales are final once your order has been dispatched. Please choose carefully before completing your purchase.

To the fullest extent permitted by New Zealand law, we do not accept returns for reasons such as change of mind, preference, or scent suitability.

Nothing in this policy limits your rights under the Consumer Guarantees Act 1993 (NZ).

If you believe your item is faulty, damaged, or not as described, you can contact us at kiaora@o-te-ra.com
. Please include your order number, a description of the issue, and clear photos of the item and packaging.

Returns sent to us without first contacting us and receiving approval will not be accepted.

DAMAGES AND ISSUES

Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we may evaluate the issue and make it right in accordance with New Zealand consumer law.

Where a product is faulty, damaged, or not as described, we will offer a repair, replacement, or refund as required under the Consumer Guarantees Act.

NON-RETURNABLE ITEMS

Certain types of items cannot be returned, including personal care and beauty products, and hazardous or flammable liquids such as alcohol-based fragrances. For this reason, all O Te Rā products are final sale except where required by law.

We also do not accept returns on sale items or gift cards, except where required under the Consumer Guarantees Act.

EXCHANGES

We do not offer exchanges for change of mind.
If your item is faulty or incorrect, please contact us at kiaora@o-te-ra.com
 and we will arrange a replacement or refund in accordance with your rights under New Zealand law.

REFUNDS

If a refund is approved (for example, in the case of a faulty or incorrect item), it will be processed to your original payment method within 10 business days. Please note it may take additional time for your bank or credit card provider to process and post the refund.

If more than 15 business days have passed since your refund was approved, please contact us at kiaora@o-te-ra.com

INTERNATIONAL ORDERS

For orders shipped outside New Zealand, the same policy applies: we do not accept returns for change of mind. Your statutory rights in your country of residence may still apply where relevant.

CONTACT

If you have any questions about this policy, contact us at:
kiaora@o-te-ra.com