Mother & Baby Natural Skincare - Mother's Pure NZ

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Packaging Care

We believe caring for your skin goes hand in hand with caring for the environment.

Wherever possible, we choose low impact packaging, including reusable, recyclable, biodegradable and home-compostable materials.

We’re always looking for better ways to reduce waste and make more thoughtful packaging choices, refining what we use as better options become available.

Please reuse, recycle or compost where facilities allow, and check your local guidelines for disposal.

Thank you for helping us care for the environment.

Returns Policy

At Mother’s., we want you to be happy with your purchase. If you need to return an item, please read the following policy carefully.

Eligibility for Returns

We accept returns for unused and unopened products that are returned in their original packaging and in the same condition as when they were received.

Change of Mind

If you have changed your mind about your purchase, you may return the item at your own expense for an exchange or store credit.

Change-of-mind returns must be requested within 7 days of receiving your order.

Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or you have received the wrong product, please contact us as soon as possible.

Where appropriate, we will cover the return shipping costs and, once the returned item has been received and assessed, offer a replacement, exchange, store credit, or refund in accordance with your rights under applicable New Zealand law.

Please provide photographs where possible, particularly for damaged or defective products, so that we can assess the issue and assist you promptly.

Non-Returnable Items

For health, hygiene, and safety reasons, we generally cannot accept returns of:

Opened or used products
Sale or clearance items
Gift cards

This does not affect your rights under the New Zealand Consumer Guarantees Act 1993 or other applicable consumer protection laws.

How to Request a Return

To request a return, please contact us at:

office@mothershighcountryheritage.co.nz

Please include:

Your order number
The reason for your return
A description of the issue, if applicable
Photos of the product, where relevant

If your return is approved, we’ll provide you with return instructions.

Please securely package the item and, where possible, use the original shipping satchel or box. Do not send an item back without first contacting us and receiving return instructions.

Refunds, Exchanges & Store Credit

Change of Mind

Approved change-of-mind returns are eligible for an exchange or store credit. Return shipping costs are the responsibility of the customer.

Damaged, Defective or Incorrect Items

Where a product is faulty, defective, damaged on arrival, or incorrectly supplied, we will work with you to determine an appropriate remedy. This may include a replacement, exchange, store credit, or refund, depending on the circumstances and your rights under New Zealand consumer law.

Refunds

Where a refund is approved, it will generally be processed within 5–7 business days after the returned item has been received and assessed.

Approved refunds will normally be made to the original payment method, unless otherwise agreed.

Return Shipping Costs

Change of Mind

Return shipping costs are the responsibility of the customer.

If you request a prepaid return label, the cost of the return postage may be deducted from any applicable store credit or exchange value.

Damaged, Defective or Incorrect Items

Where the return relates to a product that is faulty, defective, damaged on arrival, or incorrectly supplied, Mother’s. will cover reasonable return shipping costs, subject to applicable New Zealand law.

International Returns

We accept international returns on a case-by-case basis.

International customers should contact us before returning an item so that we can provide the appropriate return instructions.

Please be aware that international return shipping costs, delivery times, customs requirements, duties, and taxes may vary depending on the destination.

Our Commitment

We’re a small New Zealand business and we genuinely want to make things right when something hasn’t gone as expected. If you’re unsure whether your situation qualifies for a return, please get in touch with us and we’ll do our best to help.

Nothing in this Returns Policy is intended to exclude, restrict, or limit any rights or remedies you may have under the New Zealand Consumer Guarantees Act 1993, Fair Trading Act 1986, or any other applicable law.

We will work quickly to ship your order as soon as possible. Once your order has shipped, you will receive an email with further information. Delivery times vary depending on your location.

New Zealand: Flat rate $9.00 and free shipping over $100.00

Please contact us directly at office@mothershighcountryheritage.co.nz if you would like shipping to another country.

The information provided by Mother’s. is intended for general informational purposes only. It has not been evaluated by the New Zealand Ministry of Health, Medsafe, or any other regulatory authority and is not intended to diagnose, treat, cure, or prevent any disease or medical condition.

Information relating to essential oils, natural products, topical use, dilution, pregnancy, breastfeeding, babies, children, and other health-related topics may vary between practitioners, reference sources, and individual experiences. The information provided on this website should not be considered a substitute for professional medical advice, diagnosis, or treatment.

If you have any concerns about your health, or if you are pregnant, breastfeeding, taking medication, have a medical condition, or are considering changing or discontinuing any medication or treatment, please consult your doctor or another appropriately qualified health professional before using our products.

Product Use & Individual Responsibility

By purchasing or using products from Mother’s., you acknowledge that you are responsible for using the products in accordance with the instructions provided on the product label and exercising your own discretion as to whether a product is suitable for you.

Our products are not intended to replace professional medical care, prescribed medication, or advice from a qualified health professional.

Mother’s. does not accept responsibility for adverse reactions, injury, bodily harm, or damage resulting from the misuse, inappropriate use, or individual use of our products.

Ingredients & Sensitivities

A complete ingredient list is provided with each product. Please review the ingredients carefully before use.

If you have allergies, sensitivities, or concerns about any ingredient, please do not use the product without first seeking appropriate professional advice.

If you have sensitive skin or are unsure whether a product is suitable for you, perform a patch test before broader use. If irritation, redness, discomfort, or any other adverse reaction occurs, discontinue use immediately and seek appropriate medical advice if required.

External Use

Mother’s. products are for external use only and should be used strictly according to the directions provided.

Testimonials & Individual Experiences

Any stories, reviews, or testimonials featured on this website or on Mother's. official social media accounts reflect individual experiences only. Individual results may vary and testimonials should not be interpreted as a guarantee, warranty, or prediction of the results another person may experience.

Shipping & Missing Parcels

All parcels dispatched by Mother’s. are sent using a tracked courier service, and tracking information will be provided to the customer where applicable.

Once an order has been collected by the designated courier service, responsibility for the delivery and tracking of the parcel rests with the customer and the courier, subject to any rights and obligations that apply under New Zealand consumer law.

If you believe your parcel is delayed, missing, or experiencing a delivery issue, please contact us as soon as possible so that we can assist with making enquiries with the courier.

For New Zealand customers, please notify us within 5 working days of dispatch if you are experiencing difficulty locating your parcel. We will do our best to assist in resolving the issue.

Legal Disclaimer

Mother's. reserves the right to determine what qualifies as damaged, defective, or incorrect and to update or modify this returns policy at any time without prior notice. We are not liable for delays in delivery caused by postal or courier services.

General

Nothing in this disclaimer is intended to exclude, restrict, or limit any rights or remedies that cannot lawfully be excluded, restricted, or limited under applicable New Zealand law.

Questions about your order, returns, or a product? We’re here to help.
Email:office@mothershighcountryheritage.co.nz

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