Refund Policy

We want you to love your Palette Pals experience. If something’s not quite right, we’re here to help.

Returns & Exchanges

We accept returns or exchanges within 30 days of your purchase.

To be eligible:

  • Items must be unused, unopened, and in their original packaging
  • You must provide proof of purchase

Please note:

To start a return or exchange, please email us at hello@palettepals.co.nz with your order number and details.

Refunds

Once we’ve received and inspected your return, we’ll let you know if it’s been approved. If approved, your refund will be processed to your original payment method within 5 business days.

If your return is not approved, we’ll get in touch to explain why.

Late or Missing Refunds

If you haven’t received your refund yet:

  • Double check your bank account
  • Contact your credit card provider
  • Check with your bank – it can take time to process refunds

Still stuck? Reach out to us at hello@palettepals.co.nz

Sale Items

Only full-priced items are eligible for refunds. Unfortunately, we can’t offer refunds on sale items.

Exchanges

We only replace items if they’re defective or damaged.

To arrange an exchange, email hello@palettepals.co.nz and return the item to:

Palette Pals / BodyFX

10 Collins Street, Morningside

Auckland 1025, New Zealand

Gifts

If your item was marked as a gift and shipped directly to you, you’ll receive a gift credit for the value of your return.

If it wasn’t marked as a gift or the order was sent to the purchaser, the refund will go back to the original buyer.

Shipping Returns

You’ll need to cover the cost of returning your item unless it was faulty or sent in error.

We recommend using a trackable shipping service or purchasing shipping insurance for returns over $75 NZD — we can’t guarantee receipt of your returned item.

If you selected "At Own Risk Shipping" at checkout, we are not liable for any lost or undelivered parcels once they’ve left our warehouse.

Got questions or need help?

Reach out to us at hello@palettepals.co.nz — we’re happy to help.