Refund policy

Our Commitment to You 

We want you to love everything you order from Icon Haircare & Beauty. If something isn't quite right, we're here to help. Please read our return policy carefully before reaching out. 

30-Day Return Policy 

We offer a 30-day return policy. You have 30 days from the date you receive your order to request a return. 

To be eligible for a return, your item must be:

• In the same condition as when you received it
• Unused and unopened
• In its original packaging
• Accompanied by your receipt or proof of purchase 

For hygiene and safety reasons, we cannot accept returns on products that have been opened or used.  

How to Start a Return 

To initiate a return, please email us at info@iconhaircarebeauty.co.nz with the following:

• Your order number
• The item(s) you'd like to return
• The reason for your return 

Once we review your request and approve the return, we'll reply with our return address and full instructions. You will then need to arrange and pay for your own return shipping. We recommend using a tracked service as we cannot be held responsible for items lost in transit back to us. 

Please do not send anything back without first receiving approval and our return address. Unapproved returns will not be accepted. 

Return Shipping Costs 

Return shipping is always at the customer's expense for change-of-mind returns. This includes the cost of booking the courier and any packaging required. We do not provide prepaid return labels. 

Please take care when packaging your return. Items must be securely packed to avoid damage in transit . We recommend using a box or padded satchel with adequate protection. If an item arrives back to us damaged due to insufficient packaging, we may not be able to process a refund. Each case will be assessed individually and we will always do our best to find a fair resolution. 

Refunds 

Once we receive and inspect your returned item, we'll notify you of the outcome. If your return is approved, a refund will be processed to your original payment method within 5–10 business days. 

Here's how refunds are calculated:  

• Only the cost of the returned item(s) will be refunded. Original shipping fees are non-refundable. 

Please allow a few extra days for your bank or card provider to process and post the refund to your account.  

Faulty or Incorrect Items 

If you receive a product that is faulty, damaged, or not what you ordered, please contact us within 5 business days of receiving your order at info@iconhaircarebeauty.co.nz. Please include:

• Your order number
• A description of the issue
• Photos of the item and any damage or defect 

Once we hear from you, we'll assess the situation on a case-by-case basis and work with you to find the best resolution. Whether that's a replacement, a refund, or another solution. Return shipping costs for faulty or incorrect items will be determined as part of this process. 

Partial Returns 

If your order contains multiple items and you only wish to return some of them, that's absolutely fine, just follow the same return process outlined above. Please note that only the returned item(s) will be refunded. Original shipping fees are non-refundable. 

Exchanges 

We don't offer direct exchanges. If you'd like a different product, please return your original item (following the process above) and place a new order once your return is approved. 

Sale Items 

Sale items are final sale, we do not accept change-of-mind returns on discounted products. However, if you receive a sale item that is faulty or incorrect, you are still covered. Please contact us at info@iconhaircarebeauty.co.nz and we will assess your situation and work towards the best resolution. 

Non-Returnable Items 

The following items cannot be returned or refunded for change-of-mind:

• Opened or used products (for hygiene reasons)
• Gift cards
• Sale items (discounted products)
• Bundles and gift packs
• Items marked as final sale at the time of purchase  

Please note: if any of the above items arrive faulty or incorrect, you are still protected. Contact us at info@iconhaircarebeauty.co.nz and we will assess your situation on a case-by-case basis.

Need help with a return? We're always happy to assist.