Shipping, Payments & Returns Policy

INTRODUCTION
This website is operated by The Luxe Lab – Exclusive and Official NZ Distributor of Silk Oil of Morocco. The Luxe Lab is the trading name of the New Zealand Registered Company L.A. Rose NZ Limited and is owned and operated in New Zealand.

When you order and make payment through this website, the name that will appear on your statement will be The Luxe Lab. All pricing displayed and charged to customer accounts are in NZD. We only take orders from and supply to customers within New Zealand. We will not ship to any address outside of New Zealand or to any persons whom we believe to have the intention to export the products outside of New Zealand.

POSTAGE & HANDLING
We aim to process and dispatch orders within 48 hours. Postage & Handling costs will be dependant according to the size and/or total cost of your order and will be determined at check out. All deliveries will be tracked via the tracking service of our chosen service supplier.

**Please make sure you fill in your correct name, address and daytime contact telephone number to avoid delays in delivery time.

We will be happy to help you with any enquiries you have regarding your order or products. Please direct such enquires via email to sales@silkoilofmorocco.co.nz, and we will endeavour to get back to you within 24 hours. For any urgent enquiries, please phone 021 519 226 during the business hours: Monday - Friday 9.00am - 5.00pm.

RETURNS POLICY
This Returns Policy is for goods purchased from and supplied by The Luxe Lab through this website, via email, or over the phone.

We have great confidence in the quality of our products and certainly hope that you will be delighted and 100% satisfied with your order and shopping experience with us. However, if for any reason you are not completely satisfied we will be happy to offer an appropriate remedy in the way of a refund, credit, exchange or replacement on all goods returned to us within 14 days of your receipt of the goods, provided they are in their original, unopened, unused and undamaged condition. We will need to consider the condition of the goods returned before the decision to give an appropriate remedy is made.

In the event of an exchange or replacement, items are subject to product availability and this returns policy.

We cannot offer a refund on gift cards and/or vouchers.

We cannot offer a refund, credit or exchange on sale items.

No remedy can be implemented until the returned items have been received in accordance with the returns policy. We cannot accept responsibility for returns that are sent by non-traceable postage methods and are not received by us. Understandably, without the items we cannot issue a refund, credit, exchange or replacement.

We cannot accept any items that have been used, had their labels removed, altered or damaged and we can only accept items returned if they are within their original product packaging and are in re-saleable condition.

Postage & Handling costs will not be refunded, and please be aware that you will incur all additional Postage & Handling charges for the delivery of the replacement or exchanged item(s), (unless the item(s) were faulty, damaged, or sent to you in error).

Please note we will of course meet our obligations under the Consumer Guarantees Act (CGA).

As this is a "voluntary" policy in addition to your consumer rights under the Consumer Guarantees Act 1993 (the CGA), we trust that all returns and requests for refunds, credit, exchanges or replacements are made in good faith. If, however, we have reason to believe that this policy is being abused or that a return is otherwise not being made in good faith for whatever reason, subject to satisfying our statutory obligations, we reserve the right to refuse to accept any returns under this policy.

RETURNS PROCEDURE
If you wish to return items for whatever reason to us, please ensure you have read and understood the Returns Policy and then email your request to returns@silkoilofmorocco.co.nz. We will then send by reply a ‘Products Return Form’ for you to complete and email back.

TO COMPLETE YOUR RETURN, WE WILL REQUIRE THE FOLLOWING:
- A completed ‘PRODUCTS RETURN FORM’ emailed to returns@silkoilofmorocco.co.nz or posted to The Luxe Lab, 4 Holman Road, Te Atatu Peninsula, Auckland 0610.
- A RECEIPT or PROOF OF PURCHASE.

Please DO NOT send your purchase back to the manufacturer.

REFUNDS (IF APPLICABLE)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment.

In accordance with the policies and procedures of Paypal/credit card companies, all refunds must be credited back to the Paypal account/credit card used to place the order.