Shipping policy

Return & Refund Policy

At Organic Matters, we stand behind the quality and performance of our products. This policy applies to purchases made directly through this website.

All sales are conducted by KWest Investments Ltd trading as Organic Matters.

1. Product Quality

If you believe your product is faulty or not as described, please contact us. We will assess the issue and, where a fault is confirmed, provide a replacement or refund.

2. Returns & Eligibility

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

To be eligible for a return:

  • The item must be unused
  • In original condition
  • In original packaging

We do not accept returns for:

  • Opened or used products
  • Change of mind or personal preference (including texture or scent)
  • Items not in original condition or missing parts not due to our error
  • Gift cards or sale items

3. Faulty or Incorrect Items

If your item arrives damaged, incorrect, or you believe it is faulty, contact us within 7 days of delivery.

Please include:

  • Full name
  • Order number
  • Photos or video of the product
  • Description of the issue

We will assess and provide a replacement or refund where appropriate.

4. How to Request a Return

Email kim@organicmatters.co.nz with:

  • Full name
  • Order number
  • Reason for return
  • Photos if relevant

If your return is approved, you will receive return instructions.

5. Refunds

Once your return is received and inspected, we will notify you of the outcome.

If approved:

  • Refunds are issued to the original payment method
  • Processed within 14 business days
  • Product cost only (shipping is non-refundable)

Return shipping costs are the responsibility of the customer unless the return is due to a confirmed fault or error.

6. Return Shipping

Customers are responsible for return shipping unless the item is faulty or incorrect.

We recommend using a tracked shipping method. We are not responsible for returns lost in transit.

7. Contact

Email: kim@organicmatters.co.nz
Address: 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.