Leeston, Canterbury
We want you to love your Kate's Remedies purchase. If something isn't right, get in touch and we'll sort it out — most things can be resolved with an exchange, a repeat batch, or a refund.
Because our balms, creams and sprays are handmade skincare products, we can only accept change-of-mind returns on unopened, unused items in their original packaging, within 14 days of delivery or pickup. Once a jar, tube or bottle has been opened, we're not able to accept it back for hygiene and safety reasons — this doesn't affect your rights if the product is faulty (see below).
To start a change-of-mind return, contact us with your order number within 14 days. Approved returns should be sent back at your own cost, and a refund (minus the original shipping fee) will be processed once we've received the item back in resaleable condition.
If an item arrives damaged, faulty, or not as described, please contact us within 7 days of receiving it, with a photo where possible. In line with the Consumer Guarantees Act 1993, we'll offer a replacement, repeat batch, or full refund (including original shipping) for genuinely faulty or damaged products — no need to send anything back until we've confirmed the best fix with you.
Mistakes happen — if your order arrives incomplete or with the wrong item, let us know within 7 days and we'll send out the correct product or issue a refund at no extra cost to you.
If your order was purchased as a gift, we're happy to arrange an exchange or store credit for the recipient even if they don't have the original order details — just get in touch and we'll match it up.
Email us or use the contact form on our About Us page with your order reference, what's wrong, and a photo if relevant. We aim to respond within 2 business days and will talk you through next steps.
This policy is provided as general guidance and doesn't limit any rights you have under the Consumer Guarantees Act 1993 or the Fair Trading Act 1986.