Refunds & Returns
We want you to be happy with everything you buy from Body & Soul, whether it is a treatment at the salon or a product from our online shop. This page explains your rights if something is faulty, what happens if you change your mind, and how to start a return.
Last updated: September 2026.
If something is faulty or not what you ordered
Under the Consumer Guarantees Act, you are entitled to a repair, replacement or refund if a product is faulty, not as described, or not fit for its purpose. If we sent you the wrong item or something arrives damaged, we pay the return shipping. Please tell us as soon as you notice the problem so we can put it right quickly.
If you change your mind
If you simply change your mind, unopened, factory-sealed skincare and makeup can be returned within 14 days of delivery, provided it is in resaleable condition, with the return shipping at your cost.
For hygiene reasons, some items cannot be returned for a change of mind:
- Opened skincare
- Opened or used makeup
- Lash and brow products
How to start a return
Email [email protected] with your order number and details of what is wrong or why you are returning it. Please wait for our reply before sending anything back, so we can confirm the return and give you the right address. Our salon address is Unit 7/5 Washington Way, Sydenham, Christchurch 8011, New Zealand.
Refunds: how and when
Refunds are made to your original payment method. Please allow 5 to 10 working days for the refund to appear, depending on your bank. If you paid with Afterpay, your refund is processed through Afterpay and your payment schedule is adjusted automatically on their side.
Gift vouchers
Gift vouchers are not refundable and cannot be exchanged for cash. Full terms are available on our gift voucher terms page.
Treatments
If you are not happy with a treatment, please tell your therapist before you leave, or contact us within 48 hours, and we will put it right at the salon’s discretion.
Questions
If you have any questions about a return or refund, call us on +64 3 366 4343, email [email protected], or reach us through our contact page.
