Refund policy
Our 150-Day Skin Trial
At Conviction Skincare, we understand that midlife skin can take time to adjust to a new skincare routine. We also know that skincare is personal, and not every product will suit every skin.
That’s why we offer a 150-day skin trial on eligible Conviction Skincare purchases.
We’re a small New Zealand business, so offering such a generous trial period is a big commitment for us. But we want you to have enough time to genuinely experience our products and see how your skin responds, rather than feeling you need to make a decision after only a few uses.
If you experience a genuine skin-related issue, sensitivity or reaction while using your Conviction products, you can contact us within 150 days of purchase to request a refund.
What Our 150-Day Guarantee Covers
Our 150-day guarantee is designed for customers who have genuinely tried Conviction Skincare but find that the products are not suitable for their skin.
Examples may include:
- Skin sensitivity or irritation
- A reaction to a product
- Persistent skin concerns that arise while using the products
- Another genuine skin-related reason that means you are unable to continue using the product
The guarantee is not a general change-of-mind return policy.
How to Request a Refund
To request a refund under our 150-day skin trial, please contact Conviction Skincare within 150 days of your purchase.
We ask that you provide:
- Your name and order details
- A brief explanation of why you are requesting a refund
- Photos showing the relevant skin concern, sensitivity or reaction
This information helps us understand what has happened and assess your request fairly.
Opened and Used Products
For hygiene and safety reasons, skincare products that have been opened or used cannot be restocked or resold.
If your refund request relates to a genuine skin issue or sensitivity, we may not require an opened product to be physically returned. We will confirm this with you when reviewing your request.
Please do not send opened products back unless we specifically ask you to.
Returning Unused Products
If we ask you to return an unused product as part of an approved return, it can be sent to:
Conviction Skincare
Attn: Gemma Ede
305/4 Bute Road
Browns Bay 0630
Auckland
New Zealand
Please ensure returned products are securely packaged.
Refund Approval & Processing
We will review refund requests based on the information provided and will contact you if we need anything further.
If your refund is approved, we will send you confirmation by email.
Approved refunds will be processed within 7 days of approval, using the original payment method wherever possible.
Please note that your bank or payment provider may take additional time to show the refund in your account after it has been processed.
Faulty, Damaged or Incorrect Products
Our 150-day skin trial is separate from your rights if a product arrives faulty, damaged, or is not what you ordered.
If there is a problem with your order when it arrives, please contact us as soon as possible with your order details and, where relevant, photos of the issue so we can put it right.
Nothing in this policy is intended to limit any rights you may have under applicable New Zealand consumer law.
Questions?
If you’re unsure whether your situation is covered by our 150-day skin trial, please get in touch with Conviction Skincare before returning anything.
We’re a small team, and we’ll always do our best to understand what has happened and find a fair solution.
