Refund Policy

Thank you for shopping at P.boo.

We hope you absolutely love your order and enjoy your experience with us.
But if anything doesn’t feel right, don’t worry — we’re here to help!

1. General Return Policy

If you wish to request a return or exchange, please contact us within 14 days of receiving your order.
Simply email us with your order number and a brief explanation, and our team will guide you through every step.

Once your request is approved, we’ll provide the return instructions. Please note that items must be unopened, unused, and in original condition unless the product arrived faulty or damaged.

We are unable to process any return or refund without proof of purchase or the physical product(s).

2. Eligibility for Returns & Refunds

We do not offer refunds or exchanges for change of mind purchases.
However, you may request a return or refund if:

  • The product you received is faulty

  • The item arrived damaged during transit

  • You received an incorrect item

If any of these apply, please contact us at info@pboo.co.nz and we’ll assist you with the next steps.

Please note that items opened, used, or damaged after delivery may not be eligible for a refund or exchange.

Refund processing time may take 3–7 business days depending on your payment provider.

3. Allergic Reactions

We understand that everyone’s skin is different, and some ingredients may cause sensitivity or irritation.

Please check ingredient lists on our website carefully before purchasing. If you have known sensitivities, feel free to contact us at info@pboo.co.nz for guidance before placing your order.

We’re truly sorry if irritation occurs; however, we are unable to provide refunds or exchanges for allergic reactions, as individual responses vary.
We strongly recommend performing a patch test before using any new product.

If discomfort occurs, discontinue use immediately and seek professional medical advice.

4. Online Returns & Exchange Process

We carefully check all products before dispatch, but on rare occasions, issues may occur during transit.

To be eligible for a return:

  1. You must contact us within 14 days of receiving your order.

  2. Email info@pboo.co.nz with:

    • Your order number

    • Your full name

    • The items you wish to return

    • Photos, if applicable

  3. Products must be returned in their original packaging.

  4. Returns are accepted only for damaged, faulty, or incorrect items.

Once approved, you may choose:

  • Refund: Refunded to your original payment method (3–7 business days).

  • Replacement: We will send a return label for faulty/damaged items and dispatch a replacement once received.

Return shipping costs are the responsibility of the customer for all non-faulty returns. Shipping fees are non-refundable.

5. Damaged or Defective Items

If your order arrives damaged or defective, please email us within 14 days of delivery with:

  • Your order number

  • Clear photos of the damaged or defective item(s)

  • A brief description of the issue

We will review your claim and offer either a replacement or a refund depending on availability.

Please retain all packaging materials, including inner contents, as these may be required for carrier damage claims.

6. Promotional Items & Sale Purchases

Please choose carefully during sale or promotional periods.
We are unable to offer refunds for change of mind or incorrect selections during sales.

Additional terms:

  • Sale items are non-refundable and non-exchangeable unless faulty.

  • Promotions cannot be combined with other offers, including subscription discounts.

  • Complimentary gifts and samples are not included during sale events.

  • Store points are not earned or used during sale periods.

  • Reservations are unavailable during active sales.

7. Non-Returnable Items

For hygiene and safety reasons, we cannot accept returns or exchanges on:

  • Gift cards

  • Personal care items (e.g., sheet masks, skincare items once opened)

  • Any product that has been opened or used

Home Cart Products