Refund Policy

Cleansmart Return and Refund Policy

We want you to be happy with your purchase. If you're not completely satisfied, you have 30 days from the day you receive your order to request a return.

How to Return an Item
To qualify for a return, your item must be in its original condition—unused, with labels attached, and in the original packaging. You’ll also need to provide your receipt or proof of purchase.

To start a return, please email us at sales@cleansmart.co.nz. If your return is approved, we will send you the return address. Please make sure your package is securely wrapped and sealed.

Once we receive your return, we will check the condition of the item before processing a refund or exchange. Keep in mind that we may refuse a refund or exchange if the item doesn’t meet the return criteria.

Who Pays for Return Shipping?
Customers are responsible for the cost of returning items. We recommend using a registered post service so you can track your parcel. Cleansmart is not responsible for items that are lost or damaged during return shipping.

Refund Process
After we review your returned item, we will notify you by email whether your refund has been approved. Please allow up to 7 days for us to process the refund. The money will be refunded to the same payment method you used for the purchase.

Damaged or Wrong Items
Please check your order upon receipt. If your item is damaged, defective, or incorrect, contact us immediately with details and photos. We will work to resolve the issue quickly.

Items That Can’t Be Returned
Some items cannot be returned, including:

  • Perishable goods (like food, flowers, or plants)
  • Custom or personalized products
  • Personal care items (like beauty products)
  • Hazardous materials, flammable liquids, or gases

If you’re unsure whether an item can be returned, just ask us.

Exchanges
If you want a different item, it’s best to return the original first. Once your return is accepted, you can then place a new order for the item you want.

Refunds
Once we receive and inspect your return, we will let you know if your refund is approved. If approved, the refund will be processed automatically to your original payment method. Please note that it may take some time for your bank or credit card company to complete the refund.