Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be unused and in the same condition that you received it, in its original packaging and with the seal intact. You'll also need the receipt or proof of purchase.

To start a return, contact us at hello@forsana.com. Items sent back to us without first requesting a return will not be accepted.

If your return is accepted, we'll send you instructions on how and where to send your package. Return shipping is at your cost. You can either arrange and pay for the return yourself, or we can provide a return label and deduct the cost of that label from your refund. We'll confirm the amount with you before you send anything back.

Returns are sent to:

Forsana (New Zealand) Unit 5 / 21 Hands Road, Middleton, Christchurch 8024

Forsana (Australia) Worldwide Distribution Services Unit 9 / 100 Belmore Road North, Riverwood NSW 2210

You can always contact us for any return question at hello@forsana.com.

Damages and issues

Please inspect your order on arrival and contact us immediately if the item is defective, damaged in transit, or if you received the wrong item, so that we can evaluate the issue and make it right.

Where a product is faulty, damaged in transit, or not what you ordered, we cover the cost of the return and no shipping is deducted from your refund. In some cases, particularly for liquid products, we may arrange a replacement or refund without asking you to send the item back.

Nothing in this policy limits your rights under the New Zealand Consumer Guarantees Act or the Australian Consumer Law.

Exceptions / non-returnable items

Certain types of items cannot be returned, including perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalised items), and personal care goods (such as beauty products). We also do not accept returns of hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Sale items and gift cards cannot be returned for change of mind. This does not affect your rights if the item is faulty.

Exchanges

The fastest way to get what you want is to return the item you have, and once the return is accepted, place a separate order for the new item.

Refunds

We will notify you once we've received and inspected your return, and let you know whether the refund was approved. If approved, you'll be refunded to your original payment method within 10 business days, less any return shipping costs we have paid on your behalf. Original shipping charges are not refunded on change-of-mind returns.

Please remember it can take some time for your bank or credit card company to process and post the refund. If more than 15 business days have passed since we approved your return, please contact us at hello@forsana.com.