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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

All products are quality-checked before dispatch. We take great care to ensure your order is securely packaged and arrives in excellent condition; however, in rare cases, items may be damaged in transit, which is beyond our control. 

If your product arrives damaged beyond the outer packaging, please contact us at info@pboo.co.nz within 5 days of delivery. Claims received after this timeframe will not be processed.

Please include your order number, full name, and clear photographic proof of the damaged product(s) so we can assist you as quickly as possible.

To support your claim, please retain all original packaging materials, including the box and all internal contents. These are required for us to lodge a damage claim with the carrier. Without the original packaging, we may be unable to proceed with a claim on your behalf.

Once your claim is approved, you may proceed with one of the following options:

  • Refund: If you select a refund, please note that once it has been processed, it may take an additional 3-7 business days for the funds to appear in your account, depending on your payment provider. 
  • Replacement: If you would like a replacement for the same product(s), please let us know in your email. We will then arrange a return shipping label for the damaged item(s) to be sent back to us.

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.

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. 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.

5. 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.

6. 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

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