Refund policy

Return & Refund Policy

All sales are conducted by KWest Investments Ltd trading as Organic Matters. This policy applies to purchases made directly through our website.

Our quality promise

We stand behind every bottle we make. Every batch is SPF tested before it ships. If your product arrives faulty, damaged, or not as described, we will replace it or refund you in full, including shipping.

Returns and exchanges

You have 30 days from the date of purchase to request a return or exchange.

To be eligible, the product must be unused, in its original condition, and in its original packaging.

We can't accept returns of opened or used products, items damaged after delivery, gift cards, or sale items.

Damaged or incorrect orders

Check your order when it arrives. If anything is damaged or wrong, email us within 7 days of delivery with your name, order number, and photos of the issue. We'll send a replacement or refund you in full for the affected items, at no cost to you.

How to request a return

Email kim@organicmatters.co.nz with your full name, order number, and the reason for the return. If your return is approved, we'll send you return instructions.

Refunds

Once we receive and inspect your return, we'll confirm the outcome by email. Approved refunds go back to your original payment method within 14 business days. Refunds cover the product price; original shipping fees are non-refundable. Return shipping is your responsibility unless the return is due to our error, and we recommend a tracked service.

Order changes and cancellations

Need to change or cancel an order? Email us as soon as possible with your order number. Once an order has been processed or shipped we can't cancel it, but you can use the returns process above once it arrives.

Contact

Email: kim@organicmatters.co.nz KWest Investments Ltd t/a Organic Matters, PO Box 0758, Auckland, New Zealand

By purchasing from Organic Matters, you agree to this Return & Refund Policy.