Refund policy

RETURNS & REFUNDS

We want you to feel confident trying Veren. If something isn't right, please get in touch and we'll do our best to help.

RETURNS

We offer a 30-day return policy for unopened products. This means you have 30 days from receiving your order to request a return.

To be eligible for a return, products must be unused, unopened, and in their original packaging. You'll also need your order confirmation or proof of purchase.

To request a return, please email info@veren.co.nz.

Returns should be sent to:

Veren
52 Smiths Road
Matua
Tauranga 3110
New Zealand

Items returned without prior approval will not be accepted.

DAMAGED OR INCORRECT ORDERS

Please inspect your order when it arrives. If your order is damaged in transit, defective, or you've received the wrong item, contact us as soon as possible at info@veren.co.nz and include photos where possible. We'll assess the issue and work with you to make it right.

A NOTE ON NATURAL PRODUCTS

Our balms are made with natural ingredients and may respond to temperature changes during shipping or storage. Occasionally a balm may soften, become grainy, or develop slight texture variations. This does not affect the safety, quality, or performance of the product and is not considered a fault.

As scent perception is highly personal, we are unable to offer refunds or returns based solely on fragrance preference.

NON-RETURNABLE ITEMS

For hygiene reasons, we cannot accept returns on opened or used skincare products, unless the product is faulty.

We also cannot accept returns on:

• Sale items
• Gift cards
• Custom or personalised products

EXCHANGES

We do not offer direct exchanges. If your return is approved, you may place a new order for your preferred product once your refund has been processed.

REFUNDS

Once we receive and inspect your return, we'll let you know whether your refund has been approved.

If approved, your refund will be processed back to your original payment method. Please allow up to 10 business days for your bank or payment provider to complete the transaction.

If more than 15 business days have passed since your refund was approved, please contact us at info@veren.co.nz.

EUROPEAN UNION ORDERS

If your order is shipped to the European Union, you have the right to cancel or return your order within 14 days of receipt for any reason and without justification.

Returned items must be unused, unopened, in their original packaging, and accompanied by proof of purchase.