Refund policy

At Ablu we want you to love your ritual. This policy explains how returns and refunds work, and it sits alongside your rights under the New Zealand Consumer Guarantees Act 1993 and the Australian Consumer Law, which we do not limit or exclude.

30-day change of mind

Changed your mind? You have 30 days from delivery to request a return. Items must be unused and in their original condition and packaging. Email hello@abluritual.com with your order number and we will send you return instructions. Because our stock is dispatched from overseas, the return address depends on the item and we will confirm it in writing before you send anything back. For change-of-mind returns you cover the return postage, and once we receive and check the item we will refund it to your original payment method. For hygiene reasons we cannot accept change-of-mind returns on opened consumables (such as filters, scrubs, oils, masks and shower steamers) or on used shower heads. Your rights for faulty or incorrect items below always apply.

Faulty, damaged, or not as described

If an item arrives faulty, damaged, or significantly different from its description, email us with your order number and a photo and we will make it right with a replacement or a refund, whichever you prefer for a major problem. We cover return shipping for faulty items. Please contact us as soon as you notice an issue. Faults that appear later in the expected life of a product may still be covered by your consumer guarantees.

Shipping Protection (optional $5 add-on)

Shipping Protection is optional and does not replace anything above. If your order arrives damaged, or never arrives at all, we replace it free of charge whether or not you added it.

What the $5 adds is cover for a parcel stolen after the carrier has marked it delivered, which is not otherwise our responsibility, and a replacement sent straight away on your word, with no photos, no claim form and no waiting on a carrier investigation.

Tell us within 30 days of the delivery date at hello@abluritual.com. One protection covers one order. The $5 itself is refundable up until your order is dispatched.

Your consumer guarantees

Nothing in this policy limits the guarantees you are entitled to under the New Zealand Consumer Guarantees Act 1993 or the Australian Consumer Law. If goods fail to meet a consumer guarantee, you may be entitled to a repair, replacement, or refund, and to compensation for any other reasonably foreseeable loss.

How to start a return or claim

Email hello@abluritual.com with your order number and a description of the issue, with a photo for faulty items, and we will reply with next steps. Please do not send anything back before contacting us.

Refunds

Once a return or claim is approved, refunds are issued to your original payment method within 5 to 10 business days. We will email you to confirm once it is processed.

Cancellations

Need to cancel? Email us as soon as possible. If your order has not yet been sent to our supplier for dispatch, we will cancel and refund in full. Once an order is in dispatch, the returns process above applies.

Questions? We are always at hello@abluritual.com.