Refund policy

LipSeal Returns & Refund Policy

Effective Date: 01/06/2025

This Return and Refund Policy (“Policy”) applies to all purchases made through www.lipseal.co.nz (“Website”). By placing an order on our Website, you agree to the terms set out below.

1. Change of Mind Returns

If you are not satisfied with your purchase, you may request a return for a refund, provided that:

  • The return request is made within 14 calendar days of the date the goods were delivered to you; and

  • The goods are unused, unopened, in their original packaging, and in resalable condition.

LipSeal reserves the right to reject any return that does not meet these conditions.

2. Better Sleep Guarantee – First Pack Refund

We want you to feel confident trying LipSeal. That’s why we offer a Better Sleep Guarantee:

  • You may request a refund on your first pack only, even if it has been opened.

  • This applies to single pack purchases, or to one pack from a Duo or Trio bundle (with the remaining packs required to be unopened and in resalable condition).

  • The return request must be made within 14 days of delivery.

  • Return shipping costs remain the responsibility of the customer.

3. Return Process

To initiate a return, please contact us in writing at support@lipseal.co.nz within 14 days of delivery and provide:

  • Your full name

  • Order number

  • Reason for return

  • Confirmation that the product qualifies under this Policy

Once your request is approved, we will provide you with the return shipping address. Do not return any items before receiving authorisation and instructions from our team.

4. Return Shipping Costs

  • All return shipping costs are the responsibility of the customer.

  • We recommend using a tracked delivery service, as LipSeal is not responsible for goods lost or damaged in transit.

  • Returns must be dispatched within 7 calendar days of receiving return authorisation.

5. Non-Returnable Items

We cannot accept returns or offer refunds on:

  • Packs beyond the first opened pack (only one pack is covered under the Better Sleep Guarantee)

  • Products returned without prior approval

  • Items received more than 14 days after delivery

  • Sale or promotional items (unless defective)

  • Orders with missing packaging or components

6. Refunds

  • Once your returned goods are received and inspected, we will notify you of the approval or rejection of your refund.

  • If approved, a refund will be issued to your original method of payment.

  • Please allow 3–5 business days for the refund to be processed by your payment provider.

  • Shipping fees paid at checkout (if any) are non-refundable unless the item was received damaged, faulty, or incorrect.

7. Damaged or Faulty Items

If you receive a defective or incorrect item, please contact us at support@lipseal.co.nz within 7 days of delivery. Include your order number, a description of the issue, and clear photos of the item and packaging.

We will assess your claim and, if validated, arrange a replacement or refund. Return shipping in these cases is also the responsibility of the customer.

8. Statutory Rights

This Policy does not affect your rights under the Consumer Guarantees Act 1993 (NZ) or any other applicable consumer law protections.

For further assistance, please contact us at support@lipseal.co.nz