Here’s the simple version.
- Skin reaction: contact us within 30 days under our 30-Day Skin Promise.
- Faulty, damaged or incorrect item: contact us and we’ll make it right.
- Changed your mind: unopened, unused and sealed products may be returned within 30 days.
- No visible improvement: not covered by the 30-Day Skin Promise.
30-Day Skin Promise
The 30-Day Skin Promise covers product reactions only. It is not a guarantee that a product will deliver a particular result.
If a paid Noody skincare product appears to cause a new or worsened skin reaction, stop using it and email hey@noody.co.nz within 30 days of delivery.
We’ll send you a short Product Reaction Form. It asks for your order number, the affected product, its batch code, when it was used and what happened. Photos are helpful where you’re comfortable sharing them.
What’s covered
- Products purchased directly from noody.co.nz.
- One affected paid skincare product.
- One unit and one approved claim per household.
- The amount actually paid for the affected product after discounts.
You normally won’t need to return an opened affected product. If we need it for an investigation, we’ll arrange and pay for the return.
Bundles and multipacks
An approved refund is limited to the discounted value allocated to one affected skincare unit. The whole bundle or pack is not automatically refunded.
What’s not covered
- No visible improvement, slow improvement or a result that did not meet expectations.
- Personal preference, including scent, texture, finish or packaging.
- Change of mind.
- Accessories, free gifts, samples or products with a $0 allocated value.
- More than one unit or more than one approved claim per household.
- Original or express shipping charges, unless required by law.
Skin is individual and many factors can affect it. Noody does not guarantee a particular result or timeframe.
Change-of-mind returns
Unopened, unused and sealed products purchased from noody.co.nz may be returned within 30 days of delivery. Contact us before sending anything back. Return postage is at the customer’s cost. Original shipping charges are not refunded.
Opened skincare products cannot be returned for change of mind because they cannot be resold.
Faulty, damaged or incorrect items
If an item is faulty, damaged, not as described or not what you ordered, email us with your order number and details. We’ll provide the remedy required under applicable consumer law and cover reasonable return costs where required.
Stockist purchases
Refunds for products bought from another retailer must be requested from that retailer. Please still report a suspected product reaction to Noody so we can record and investigate it.
Existing orders
Orders placed before 1:00 pm NZT on 6 August 2026 will be handled under the guarantee terms shown when the order was placed.
Your legal rights
Nothing in this policy limits rights or remedies available under the Consumer Guarantees Act 1993, the Fair Trading Act 1986 or other applicable law.
Contact us
Email hey@noody.co.nz with your order number and a brief description of what happened.