Refund policy
Refund Policy
At Zurii, we want you to feel safe, supported, and confident when ordering from us. Because NightSkin is a personal-care product, we also need to protect hygiene and keep things fair for everyone.
Please read this policy carefully before ordering.
1. Our 30-Day Guarantee
We offer a 30-day guarantee from the day your order is marked delivered.
If something is wrong with your order, please contact us within 30 days of delivery and we will review your situation fairly.
Claims made after 30 days cannot be approved.
2. No Physical Returns (For Hygiene & Safety)
Because NightSkin is a personal-care product, we do not accept physical returns of opened or used items.
Please do not send products back to us unless we give written permission first.
Any products sent back without approval may not be refunded, replaced, or returned to sender.
Instead of returns, we solve problems through our photo and video evidence process, which is faster, cleaner, and safer for everyone.
3. What CAN Be Refunded or Replaced
You may qualify for a refund or free replacement if your order arrives:
- Damaged
- Broken
- Leaking
- Faulty or unusable
- Unsafe or contaminated
- Incorrect (not what you ordered)
- Missing items from your order
You may also qualify if:
NightSkin made your itching or irritation worse
If NightSkin caused more itching, irritation, redness, burning, discomfort, or a worse reaction, stop using it and contact us.
To keep things fair, please contact us within 14 days of first noticing the problem.
We review these situations carefully and fairly.
Please note: Because every body is different, we cannot promise the same results for everyone.
4. What CANNOT Be Refunded
To keep things fair for all customers, we cannot offer refunds for:
The product simply didn’t work as hoped
Everyone’s skin and body is different.
Because results can vary, we cannot offer refunds simply because the product did not work as expected or did not help as much as hoped.
Change of mind
We do not offer refunds for:
- Changing your mind
- Ordering by mistake
- No longer wanting the product
Missing proof
Claims sent without the required photos or information may be declined.
Misuse of the product
We cannot refund products damaged by:
- Using too much product
- Using it incorrectly
- Not following instructions
- Using it on areas not recommended
Allergic reactions to listed ingredients
All ingredients are listed on our website and packaging.
Please check ingredients carefully and do a small patch test first if you have sensitive skin.
Products damaged after delivery
We cannot refund products that were:
- Lost after delivery
- Stolen after delivery
- Left outside and damaged by weather
- Damaged by lawn equipment, cars, pets, neighbours, or other people
- Accidentally thrown away after delivery
- Disposed of before we could review the issue
Claims made too late
We cannot approve claims:
- More than 30 days after delivery
- More than 14 days after symptoms became worse
- More than 5 days after a delivered parcel issue
5. Delivered Parcel Policy
If tracking shows your parcel was delivered to the address entered at checkout, it becomes your responsibility to keep it safe.
If your parcel says “Delivered” but you cannot find it, contact us within 5 days of delivery.
We will do our best to help by:
- Checking delivery information
- Helping contact the shipping carrier
- Providing documents for an investigation where possible
However, we cannot guarantee refunds or replacements for parcels marked delivered by the carrier.
This includes parcels that are:
- Stolen
- Lost after delivery
- Damaged after delivery
- Taken by someone else
- Accidentally thrown away
6. Proof We Need (Photos & Videos)
Because we do not accept physical returns, we need clear photos or videos to understand what happened and help fairly.
If your order arrived damaged, leaking, or broken:
Please send:
- A photo of the outside package
- A photo of the shipping label
- A photo of the damaged item
- A photo of everything you received
If you received the wrong item or something is missing:
Please send:
- A photo of everything received
- A photo of the packing slip (if included)
- A photo of the shipping label
If the product was faulty or unusable:
Please send:
- A short video or clear photo showing the issue
- A photo of the batch number (usually on the bottom)
If NightSkin made symptoms worse:
Please send:
- A photo of the product
- A photo of the batch number
- A short explanation of:
- when you started using it
- how often you used it
- when symptoms changed
A photo of the affected area is optional only. We will never pressure you to share anything private.
7. Photo Rules
To avoid delays, please make sure photos are:
- Clear
- Bright enough to see
- Not edited or filtered
- Taken soon after the issue happened
Please send everything together in one email where possible.
Accepted files:
JPG, PNG, HEIC, MP4, MOV
8. How To Request Help
Please email us at:
Include:
- Your order number
- The email used at checkout
- A short explanation of the issue
- Your photos or videos
Subject line:
Refund Request – Order #[Your Order Number]
Our support team replies during business hours, Monday to Friday.
9. Fraud & False Claims
We treat customers fairly and ask the same in return.
False or misleading claims may be declined.
This includes:
- Edited photos
- Reused photos from the internet
- Fake damage claims
- Incorrect information
- Chargebacks for delivered orders without contacting support first
If we believe a claim is dishonest, we may:
- Decline the refund
- Refuse replacements
- Cancel future orders
- Dispute payment claims with evidence
10. Chargebacks
Please contact us before opening a payment dispute or chargeback.
Most problems can be solved quickly through our support team.
If a chargeback is opened, we may provide evidence to the payment provider, including:
- Delivery tracking
- Order confirmation
- Photos submitted
- Customer messages
- Agreement to this policy at checkout
11. Refund Timing
Approved refunds are sent back to your original payment method.
Please allow 5–10 business days after approval for the refund to appear in your account.
Some banks may take longer.
12. Replacements
If you choose a replacement, we will ship it once approved and stock is available.
Normal shipping times apply.
13. Order Cancellations
You may request to cancel your order within 12 hours of placing it.
After this time, your order may already be processing and cancellation may not be possible.
14. Wrong Address Entered
If an incorrect shipping address was entered at checkout and the parcel is returned to us, we can offer:
Option 1: Reship the order (customer pays new shipping cost)
Option 2: Refund the product cost only (shipping costs are not refundable)
15. Medical Disclaimer
NightSkin is a personal-care product and is not medical treatment.
We do not diagnose, treat, cure, or prevent medical conditions.
If you experience severe irritation, swelling, burning, pain, or worsening symptoms, stop use and speak with a healthcare professional.
16. Your Consumer Rights
Nothing in this policy removes rights you may have under Australian Consumer Law or other consumer protection laws that apply where you live.
17. Contact Us
Email: support@zurii.store
Business Hours: Monday–Friday (business hours only)