Noody Returns, Refunds and 30-Day First-Try Promise

Our 30-Day First-Try Promise

We know finding skincare for sensitive little ones can involve trial and error. Every child’s skin is different, and sometimes a product simply isn’t the right fit.

Our First-Try Promise gives each household one opportunity to try one new paid Noody skincare product with less risk. If an eligible product isn’t right for your family, contact us within 30 days of delivery.

What the promise covers

• One paid Noody skincare product
• One unit only
• A product being purchased for the first time by your customer account or household
• One approved First-Try claim per household
• Orders placed directly through noody.co.nz
• Claims submitted within 30 days of delivery
• Full-price and promotional purchases, refunded at the amount actually paid

The voluntary First-Try Promise does not cover repeat purchases, additional or duplicate quantities, bulk or wholesale orders, free products, samples, gifts with purchase, gift cards, accessories, brushes, bags, shipping protection or delivery charges.

Sales, discounts and promotional offers

The First-Try Promise applies to eligible paid skincare products purchased at full price, during a sale, with an automatic discount, using a promotional code or as part of a promotional offer.

Refunds are based on the amount actually paid after all discounts. A discount is not converted to cash, refunded separately or reapplied retrospectively.

If an offer supplies several products or units for one combined price — including buy-one-get-one-free, three-for-two and similar offers — the amount paid is allocated across all products or units in the promotional group. The First-Try Promise covers one eligible product or unit at its allocated value. A full refund of the promotional group requires all included items to be returned under the bundle or multipack conditions below.

Free samples and gifts with purchase have no refundable value. When a full bundle, multipack, promotional group or approved change-of-mind return is made, any promotional gift supplied specifically with that purchase must also be returned unused.

Items clearly marked final sale may be excluded from voluntary change-of-mind returns. This does not affect an eligible First-Try claim or any rights under consumer law.

Individual products

If your eligible individual product isn’t right for your family, we’ll refund the amount you paid for that product. You do not need to return that one opened product.

We may ask for your order details and, where reasonably necessary, a photograph of the product or its batch code so we can verify and properly record the claim.

Bundles and sets

Bundles contain several individual products. The First-Try Promise does not provide a full refund of an entire bundle while all of its products are kept.

Please introduce and trial one new product at a time.

If one product in a bundle isn’t right

You may keep the bundle and receive a refund for one eligible product. The refund will be that product’s allocated share of the amount actually paid for the bundle, not its full standalone retail price. This uses the household’s one First-Try claim.

If you want a full bundle refund

A full refund of the amount paid for a bundle is available when:

• You contact Noody within 30 days of delivery
• No more than one product from the bundle has been opened or used
• Every product and component supplied as part of the bundle is returned
• All products other than the one trialled remain unopened, unused and sealed
• Any promotional gift supplied specifically with the bundle is also returned unused
• The return follows the instructions supplied by Noody

For New Zealand deliveries, Noody will supply a prepaid tracked return label. For deliveries outside New Zealand, return shipping under the voluntary First-Try Promise is the customer’s responsibility.

The refund will be approved after the returned bundle has been received and checked. Opened skincare products are never resold.

If more than one product has been opened or used, the order does not qualify for a full bundle refund under the voluntary First-Try Promise. One eligible product may still qualify for its allocated bundle-value refund.

Multipacks, duplicate quantities and multi-item offers

Where a pack, order or promotional group contains several units of the same product, the First-Try Promise covers one unit only.

If you keep the multipack or promotional group, the maximum refund is the amount allocated to one unit. A full refund requires the complete pack or promotional group to be returned, with no more than one unit opened.

Skin reactions and safety concerns

If your child’s skin appears to react after using a product, stop using the affected product and contact us promptly at hey@noody.co.nz.

Please tell us which product or products were used, the batch code, when the product was used, when the reaction appeared, a brief description of what happened, and whether medical advice or treatment was required.

We collect these details to assist you, record the report and monitor product quality and safety. A photograph of the product or batch code may be helpful. An identifiable photograph of your child is not normally required.

Safety concerns are reviewed separately from ordinary change-of-mind and First-Try claims. We may ask for an affected product to be returned for investigation, in which case Noody will cover reasonable return costs.

Please seek prompt medical advice if you are concerned about your child’s health or the reaction is severe.

Faulty, damaged, unsafe or incorrect products

If a product is faulty, damaged, unsafe, not as described or different from what you ordered, contact us promptly. We may ask for photographs or arrange for the product to be returned for assessment.

Where Noody is responsible, we will cover reasonable return costs and provide the remedy required under applicable consumer law. The 30-day period, first-purchase requirement and one-claim limit do not restrict statutory consumer rights.

Change-of-mind returns

For items not covered by the First-Try Promise, we accept change-of-mind returns when you contact us within 30 days of delivery and the item is unopened, unused, sealed and in its original saleable packaging.

Items clearly marked final sale are excluded. Purchasing during a general sale or using a promotional code does not by itself make an item final sale. Change-of-mind return shipping is the customer’s responsibility.

Retailer and stockist purchases

Cash refunds under the voluntary First-Try Promise are available only for purchases made directly through noody.co.nz. For purchases made through another retailer, please contact that retailer with your proof of purchase.

Noody will still accept and investigate safety or quality reports relating to a genuine Noody product, regardless of where it was purchased.

Refund amounts and payment methods

Refunds are based on the amount actually paid after discounts. We do not refund a later or current price, a compare-at or recommended retail price, the full standalone value of an item purchased in a discounted bundle or promotional group, original or express delivery charges under the voluntary First-Try Promise, or customs duties, import taxes or fees collected by another organisation.

Refunds are returned to the original payment method. Buy-now-pay-later refunds are processed through the original provider.

Once approved, Noody will initiate the refund within two business days. Your bank or payment provider may take additional time to complete it.

Gifts

Refunds normally return to the original purchaser’s payment method. Where a gift recipient cannot access the original payment method, Noody may offer an exchange or store credit after verifying the original order.

Fair use

The First-Try Promise is intended for a genuine first product trial. We may decline a voluntary First-Try claim where we are reasonably satisfied that:

• The purchase cannot be verified
• The claimed product is a repeat purchase
• The household has already received a First-Try refund
• Materially false or misleading information has been supplied
• Products have been purchased for resale
• The same purchase is already subject to a payment dispute or chargeback
• A required bundle, multipack or promotional-group return has not been completed
• There is a documented pattern of duplicate identities, addresses, accounts or orders being used to obtain repeated voluntary refunds

A declined voluntary claim may be reviewed by a manager on request.

Your legal rights

Nothing in this policy limits rights or remedies available under the New Zealand Consumer Guarantees Act 1993, Fair Trading Act 1986 or other applicable law.

Privacy

We collect only the information reasonably necessary to process requests, assist customers and monitor product quality and safety. Information is used for those purposes, stored securely and retained only for as long as reasonably necessary.

You may ask to access or correct personal information held about you by contacting hey@noody.co.nz.

Policy updates

Noody may update this policy from time to time. We will honour the promise and terms presented when the order was placed.