TALUNA Return and Refund Policy
Last updated: 19 July 2026
Thank you for shopping with Taluna. This policy explains when you can return a product, how to do it, and how long a refund takes. Nothing in this policy limits your rights under the New Zealand Consumer Guarantees Act 1993 or the Fair Trading Act 1986.
At a glance
• Return window: 30 days from delivery
• Condition: unopened and unused, in original packaging
• Refund timeframe: within 10 business days of us receiving your return
• Return shipping: paid by you, unless the item is faulty, damaged or incorrect
Cancelling an order
If you need to cancel, contact us as soon as possible. We can usually cancel and refund in full if your order has not yet been packed or dispatched. Once an order has shipped, please follow the return process below.
What can be returned?
Because our products are skincare applied directly to the skin, we can only accept returns of unopened, unused jars with the seal intact and in their original packaging. This is for hygiene and safety reasons and is standard across skincare
To return an unopened product, it must be:
• Returned within 30 days of delivery
• Unopened, with the seal unbroken
• In its original packaging and in resalable condition
• Accompanied by your order number or proof of purchase
Opened or used products cannot be returned for a change of mind. If a product is faulty, damaged or not what you ordered, this does not apply — see the section below.
Faulty, damaged or incorrect items:
If your product arrives damaged, is faulty, or is not what you ordered, contact us within 7 days of delivery with your order number and photos.
We will cover return shipping and, at your choice, send a replacement or refund you in full. This applies whether or not the product has been opened.
If a product develops a fault later, please contact us — your rights under the Consumer Guarantees Act still apply.
How to return an item
1. Email us at hello@taluna.co.nz with your order number, what you are returning, and why. Include photos if the item is damaged or faulty.
2. Wait for confirmation. We will reply with return authorisation and the return address. Please do not send anything back before you hear from us.
3. Pack it safely in its original packaging, with the order number included.
4. Send it using a tracked courier service. We cannot process a refund for a return we do not receive, so please keep your tracking number.
Refunds
Once your return arrives, we will inspect it and email you the outcome within 5 business days.
If approved, your refund is processed to your original payment method within 5 business days of approval. Your bank or card provider may take a few extra days to show it in your account.
Refunds cover the price of the returned product. Original shipping is refunded only where the item was faulty, damaged or incorrect, or where your whole order is being returned because of our error.
If you have not received an approved refund after 10 business days, please check with your bank first, then contact us and we will follow it up.
Exchanges
If you received the wrong product, contact us within 7 days and we will cover return shipping and send the correct item.
For a change of mind, the simplest route is to return the unopened product for a refund and place a new order.
Return address
Please only send returns after you have received return authorisation from us.
The return address will be confirmed in that email:
First Floor, 3/6 Lilburne Street, Ravenswood, Woodend 7610, New Zealand
Contact us
• Email: hello@taluna.co.nz
• Phone: +64 21 148 5063
• Address: First Floor, 3/6 Lilburne Street, Ravenswood, Woodend 7610, New Zealand
• Customer service hours: Monday to Friday, 9:00am–5:00pm NZST
• Average response time: within 1 business day
