How long do I have to return an item?

We believe strongly in our products and their quality and want you to be completely happy with your purchase. If you are disappointed in any way, please contact us within 28 days (International) and 14 days (National- NZ) of purchase via email info@skinalive.co.nz. We will happily exchange unused products within 28 days of purchase. Products must be in their original condition and packaging and must be presented with the proof of purchase dispatch note. Reasonable care must be taken when packaging the parcel so that goods are not damaged in transit (we will not be able to accept goods that have been damaged, goods need to be in original and re-sellable condition). Consider using a carrier that offers both traceability and insurance.
For International customers please return items within 28 days of the date shown on your dispatch note.
For New Zealand customers please return items within 14 days of the date you receive the parcel.
Please return unsuitable items in its original packaging.

How do I return items to New Zealand?

Simply return your items to the following address within 28 days of the date on your dispatch note. Please note, that returns will be made at your own cost.

Skin Alive Ltd
1B Hyland Street
Meadowstone
Wanaka
9305
New Zealand

Can I have an exchange instead of a refund?

We do not have an exchange option. You can return your item to us for a refund, and then place a new order to get the item of your choice.

What should I do if I receive an incorrect or faulty item?

We’re sorry to hear that you’ve received an incorrect or faulty item. Please contact us via email info@skinalive.co.nz,with further details of the issue within 28 days ( International ) and 14 days ( National – NZ ) of receiving your order. We will look into your matter promptly.

How long does it take to process my return?

It can usually take up to 28 working days (excluding weekends and public holidays) from the date of your return for your parcel to be delivered back to our warehouse, processed and refunded. The funds should appear on your bank statement within 3-5 business days (how long depends on your card issuer). We’ll make sure to keep you informed and send you an email as soon as your parcel arrives back at our warehouse, and again when we have processed your refund.

How can I track the status of my return?

We will send you an email as soon as your parcel arrives back at our warehouse, and again when we have processed your refund. Kindly note that it can take 3-5 working days for the payment to show on your account (depending on your card issuer) after the refund has been processed.

Thank you for being a Skin Alive Customer.
Remember the rules of applying sunscreen:
• Reapply every 2 hours
• Reapply after towelling down
• Seek shade between main burn times
• Re-hydrate with water
And remember….. even on cloudy days you can still suffer sun damage. Be vigilant with your sun safety practices. That way everyone can get out and safely enjoy the offerings of summer.