RETURN & REFUND POLICY (NZ + EU COMPLIANT)

Last Updated: 13/10/2025

This Return & Refund Policy applies to purchases made from the Rimolash Mascara – Infused with Lash Growth Serum website.

1. Important Notice (Cosmetic Products)

Due to hygiene and safety reasons, opened or used cosmetic products cannot be returned unless they are faulty or damaged.

This complies with both New Zealand and EU consumer protection laws.

2. New Zealand Customers – Consumer Guarantees Act (CGA)

If you are in New Zealand, our goods come with guarantees that cannot be excluded under the Consumer Guarantees Act 1993.

You are entitled to a:

  • Refund

  • Replacement

  • Repair (where applicable)

If the product:

  • Is faulty

  • Is not of acceptable quality

  • Does not match its description

You may also be entitled to compensation for reasonably foreseeable loss.

3. European Union Customers – Right of Withdrawal

If you are in the European Union, you have the right to cancel your order within 14 days of receiving the product without giving a reason, provided that:

  • The product is unused

  • The product is unopened

  • The hygiene seal is intact

Once opened, the right of withdrawal no longer applies due to health and hygiene regulations.

4. Faulty or Damaged Items

If your item arrives:

  • Damaged

  • Defective

  • Incorrect

Please contact us within 7 days of delivery with:

  • Your order number

  • Photos of the issue

We will offer a replacement or refund at no additional cost.

5. Non-Returnable Items

We do not accept returns for:

  • Opened or used mascara

  • Change-of-mind purchases (outside EU cooling-off period)

  • Clearance or promotional items (unless faulty)

6. Refund Processing

Approved refunds will be:

  • Issued to the original payment method

  • Processed within 5–14 business days

Shipping fees are non-refundable unless the item is faulty.

7. Return Shipping

  • Customers are responsible for return shipping costs unless the item is faulty or incorrect

  • We recommend using a trackable shipping service

8. How to Request a Return

Please email support@rimolash.co.nz with:

  • Order number

  • Reason for return

  • Photos (if applicable)

Do not send items back without contacting us first.

9. Governing Law

  • NZ customers: Governed by New Zealand law

  • EU customers: EU consumer protection laws apply

10. Contact Information

Email: support@rimolash.co.nz
Business Name: Rimolash
Operating Country: New Zealand

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