Trilogy Active Enzyme Cleansing Cream 200ml

Change of Mind Returns

1. Ocare will allow a return where you have changed your mind, provided that the item in question is:

- returned within 14 days of receiving order;

- as new and is not used, worn, or opened and has all original packaging and tags in-tact (including any package seals (if any) being unbroken);

- in a resalable condition; and

- not damaged in any way.

2. We cannot accept change of mind returns on items that come in sealed packages or boxes where seals are damaged or broken. 

3. You will be responsible for the cost and risk of returning goods, including the cost of return shipping. If the item is not received by Ocare, you will not be eligible for a return. 

4. You may be provided with a refund only when the returned product is received, and it complies with the requirements outlined above.

5. If the returned item does not meet the conditions of this policy, you will be responsible for the cost of receiving your returned goods back to your nominated address.

6. Blind boxes are sold as mystery items; we do not accept returns or exchanges for unwanted styles, duplicates, or change of mind.

Returns are only accepted for manufacturing defects (e.g., missing parts, severe paint flaws). Please contact us within 7 days of receiving your order with photos.

Items must be returned in original packaging and condition. Unauthorised returns will not be accepted.

7. Please note: The original shipping fees are non-refundable when you change of mind, if it was free shipping, we will charge back the shipping cost and do the refund for the rest.

You can always contact us for any return questions at admin@ocare.co.nz.

 

Damages and issues 

Our quality control teams do inspect all deliveries to ensure the products you receive meet our exact quality standards. However, if you do receive a faulty, damaged or the incorrect product, please contact us to arrange a return delivery and a refund or exchange. The return must be received by OCARE within 14 days.

 

Exceptions / non-returnable items

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

Unfortunately, we cannot accept returns on sale items, gift cards or overseas orders.

 

Exchanges

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

 

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

Free Delivery 

We offer free delivery within New Zealand on all orders over $100NZD. For orders under this amount, postage will be just $6.99NZD

Holiday and Christmas Delivery in New Zealand

To ensure you receive your parcel before holidays and Chrismas day, we recommend you order by the following dates:
Place your order 3 days in advance during Holidays.
Place your order 1 week in advance during Chrismas.

NZ Delivery Times

Normally to your address within 3 working days.
Most of customers received their parcel overnight if the orders are sent Monday to Friday.
Please allow 2 more days if you live in rural area in New Zealand. 

Worldwide Delivery

Please contact our customer service team:
09 948 1920
admin@ocare.co.nz

 

Additional Information

We currently use NZ Post's Signature Required service by default to ensure secure delivery of your order.

However, if you have previously authorised ATL (Authority to Leave) with NZ Post, this setting will override the signature requirement, and the courier may leave your parcel unattended at your property.

Please note:
If ATL is active on your address and the parcel is lost or stolen after delivery, we are unable to lodge a compensation claim with NZ Post. In such cases, we recommend reporting the loss to your local police.

If you would prefer not to have parcels left unattended, you can update your ATL settings directly through your NZ Post account or by contacting NZ Post customer service.