Refund policy

Last updated: 2 November 2026

Thank you for shopping with Saw Palmete, a trading name of New Zealand Natures Best Limited (NZBN 9429046229366). We want you to love your hair care, and if something isn't right, we're here to help. This policy explains how returns, exchanges and refunds work for orders placed at sawpalmete.co.nz.

Your rights under New Zealand law

Nothing in this policy limits your rights under the Consumer Guarantees Act 1993 or the Fair Trading Act 1986. Our products come with guarantees that cannot be excluded under New Zealand consumer law. If a product is faulty, not of acceptable quality, not fit for its intended purpose, or does not match its description, you are entitled to a remedy, as explained in "Faulty, damaged or incorrect items" below.

Our change-of-mind returns policy is offered in addition to these legal rights.

Change-of-mind returns (unopened products)

If you change your mind, we're happy to accept a return or exchange provided that:

  • you contact us at sawpalmete@gmail.com within 30 days of receiving your order;
  • the product is unopened, unused and in its original, sealed condition, with any safety seals, shrink-wrap or packaging intact; and
  • the product is in a resaleable condition and was purchased directly from sawpalmete.co.nz.

For change-of-mind returns:

  • You are responsible for the cost of return shipping. We recommend a tracked service, as we can't be responsible for returns that are lost in transit.
  • Original shipping charges are not refundable.
  • Once we receive and inspect your return, we will refund the purchase price of the returned product to your original payment method.

Opened or used products

For health and hygiene reasons, we are unable to accept change-of-mind returns or exchanges on hair and personal care products that have been opened, used, or had their seal broken.

This does not affect your rights if an opened product turns out to be faulty or not as described. Those products are covered under "Faulty, damaged or incorrect items" below.

Sensitivity and reactions: Everyone's scalp and hair are different. We recommend reading the full ingredient list and doing a patch test before first use. If you experience irritation, stop using the product straight away and contact us at sawpalmete@gmail.com. We'll review each case individually and treat it fairly.

Faulty, damaged or incorrect items

If your product arrives damaged, is faulty, or isn't what you ordered, please contact us at sawpalmete@gmail.com as soon as possible, ideally within 7 days of delivery, so we can sort it out quickly. Please include:

  • your order number;
  • a short description of the issue; and
  • clear photos of the product, packaging and, where relevant, the batch number or expiry date.

Depending on the nature of the problem and in line with the Consumer Guarantees Act, we will offer a replacement, repair or refund. Where the problem is a major failure, you may choose between a replacement and a refund.

For faulty, damaged or incorrect items:

  • We cover the reasonable cost of returning the item. We'll either send you a prepaid return label or reimburse your return postage. In some cases we may not need the item back at all.
  • Where applicable, we will also refund the original shipping cost.

Consumer guarantees do not apply to problems caused by misuse, use other than as directed, or damage after delivery (for example, storage in extreme heat).

Lost or undelivered parcels

All orders are sent with NZ Post. If your tracking shows no movement for an extended period, or your parcel shows as delivered but hasn't arrived, please contact us at sawpalmete@gmail.com. We'll work with NZ Post to locate it and, if it can't be found, we'll send a replacement or issue a full refund at no extra cost to you.

Exchanges

We're happy to exchange unopened, unused products for a different product within 30 days of delivery, subject to the change-of-mind conditions above. If the new product costs more, we'll ask you to pay the difference. If it costs less, we'll refund the difference to your original payment method. Return shipping for change-of-mind exchanges is at your cost. We'll cover the shipping on the replacement item.

Sale and promotional items

Items bought at a discount can be returned for change of mind on the same terms as full-priced items, unless the product page clearly marks them as "Final Sale". Refunds are for the price you actually paid, after discounts.

Final Sale items can't be returned for change of mind, but they are still fully covered by your rights under the Consumer Guarantees Act if they are faulty or not as described.

If you return part of an order that came with a promotion (for example, a free gift or a bundle discount), the refund may be adjusted to reflect the price of the items you keep.

Gifts

If you received a Saw Palmete product as a gift, please contact us at sawpalmete@gmail.com with the order number or the purchaser's name. Eligible change-of-mind returns will be offered as an exchange or store credit. Faulty goods will be handled as described above.

How to request a return, exchange or refund

  1. Contact us first. Email sawpalmete@gmail.com, call 021 667 271, or use our Contact page with your order number, the product(s) concerned and the reason for your request. Please don't send items back without contacting us first, as unannounced returns may be delayed.
  2. Receive your instructions. We'll confirm whether your return is approved and let you know any next steps. Approved returns should be sent to:
    New Zealand Natures Best Limited (Saw Palmete)
    PO Box 82136
    Highland Park
    Auckland 2143
    New Zealand
  3. Send your item. Pack the product securely and include your order number. For change-of-mind returns, please send the item within 14 days of your return being approved; return postage is at your cost. For faulty, damaged or incorrect items, we cover the return postage as described above.
  4. Inspection and refund. Once we receive your return, we'll inspect it and email you to confirm the outcome.

Refund timing

Approved refunds are processed to your original payment method within 5 business days of approval or of us receiving your return. Depending on your bank or card provider, it may take a few more business days for the funds to show in your account. If you haven't received your refund after 10 business days, please email us at sawpalmete@gmail.com.

Order cancellations

If you need to cancel or change an order, contact us at sawpalmete@gmail.com or on 021 667 271 as soon as possible. If the order hasn't yet been dispatched, we'll cancel it and give you a full refund. Once an order has been dispatched, our standard returns policy applies.

Contact us

Questions about returns or refunds? We're happy to help.

New Zealand Natures Best Limited, trading as Saw Palmete
NZBN: 9429046229366
Email: sawpalmete@gmail.com
Phone: 021 667 271
Postal / return address: PO Box 82136, Highland Park, Auckland 2143, New Zealand
Website: sawpalmete.co.nz (see our Contact page)