Natures Touch | Our Policies

At Natures Touch, we believe in being open and honest about how we do business. We want you to feel confident when shopping with us, so we've brought our important policies together in one place.

These policies explain our terms of purchase, refunds and returns, how we protect your personal information, and the conditions of using our website.

If you have any questions, please contact us at clair@naturestouch.co.nz. We're always happy to help.

1. Terms & Conditions

About Natures Touch

Natures Touch is a New Zealand-owned skincare business offering natural skincare products for pregnancy, birth, postpartum care, babies and beyond.

Our products are thoughtfully developed and handcrafted in small batches in New Zealand.

By browsing our website or placing an order, you agree to the terms and conditions outlined below. These terms apply alongside your rights under applicable consumer laws.

Ordering

Please check your order carefully before completing your purchase, including product selections, quantities and delivery details.

Purchases through our online store are intended for personal use. Products must not be purchased for commercial resale or distribution without prior written approval from Natures Touch.

You must be at least 18 years old to place an order through our website.

We reserve the right to decline or cancel an order where there is a genuine reason to do so, including suspected fraudulent activity, incorrect pricing, stock unavailability or unauthorised resale. If payment has already been received for an order we cannot fulfil, we will arrange an appropriate refund.

Prices and payment

Prices are displayed in the currency shown on our website at the time of purchase. New Zealand prices include GST where applicable.

Delivery charges, if applicable, are calculated and displayed at checkout before payment is completed.

We accept the payment methods displayed at checkout. Payment must be completed before an order is dispatched.

We reserve the right to update product prices or promotional offers without prior notice. Any changes will not affect orders already accepted, except where permitted by law.

Product information and availability

We make every effort to provide accurate product descriptions, ingredient information, images and pricing.

As our products are handcrafted in small batches, slight variations in appearance, colour or aroma may occur between batches.

From time to time, ingredients or formulations may be updated. We aim to keep our website information current, but customers should always check the ingredient information on their product packaging before use.

If you have a known allergy or sensitivity, please review the ingredients carefully before purchasing or using a product.

Product availability may change without notice. If an item becomes unavailable after you have placed an order, we will contact you to discuss the available options.

Shipping and delivery

We currently offer delivery to New Zealand and Australia.

Shipping costs and available delivery options are shown at checkout.

We aim to process orders promptly, but delivery times may vary due to courier services, public holidays, weather events or other circumstances outside our reasonable control.

Please ensure your delivery address is correct when placing your order. If you notice an error, contact us as soon as possible so we can try to assist before dispatch.

For more information about order processing, shipping charges and delivery, please refer to our Shipping Policy.

Promotions and discount codes

From time to time, Natures Touch may offer promotional discounts, special offers or discount codes.

Unless otherwise stated, promotional offers cannot be combined, are not redeemable for cash and apply only during the advertised promotional period.

Any additional conditions will be explained alongside the relevant offer.

2. Refunds & Returns Policy

Change-of-mind returns

We want you to be happy with the products you choose.

However, due to the personal nature of our skincare products and our commitment to hygiene and product integrity, we do not accept returns or exchanges for change of mind, incorrect selection or products that are no longer required.

We encourage you to read product descriptions, ingredients and directions carefully before purchasing.

If you're unsure which product is right for you, please contact us before ordering. We're happy to help you make an informed choice.

Faulty, damaged or incorrect products

We take great care when preparing and packing every order.

If your product arrives damaged, is faulty or you receive an incorrect item, please contact us at clair@naturestouch.co.nz as soon as reasonably possible.

Please include your order number, a brief explanation of the issue and photographs where helpful.

We will review the concern and work with you to arrange an appropriate solution.

Your rights under consumer law

Our products are supplied in accordance with applicable consumer protection laws, including the New Zealand Consumer Guarantees Act 1993.

Where a product does not meet the guarantees required by law, you may be entitled to a replacement, refund or other remedy, depending on the circumstances.

For a problem that can be remedied, Natures Touch may choose an appropriate remedy in accordance with the law. Where a failure is substantial, or cannot be remedied within a reasonable time, you may have the right to reject the product and choose a refund or replacement.

Nothing in this policy limits or excludes any rights or remedies that cannot lawfully be excluded.

Returning a faulty product

Please contact us before sending any products back so we can discuss the most appropriate next step.

We may ask you to return a product for inspection where reasonably necessary.

Where a product is confirmed to be faulty or does not meet applicable consumer guarantees, we will cover or reimburse reasonable return costs where required by law.

We recommend retaining proof of postage when returning an item.

Refunds

Where a refund is appropriate, it will generally be processed through the original payment method.

Please allow time for your bank or payment provider to process the transaction.

Any refund of delivery charges or additional costs will be handled in accordance with applicable consumer law.

Purchases from other retailers

If you purchased a Natures Touch product from one of our stockists, please contact the retailer where the purchase was made in the first instance.

You may also contact us if you need assistance with product information or have concerns about one of our products.

3. Product Information & Disclaimer

Natural skincare and individual sensitivities

Our products are developed with carefully selected ingredients and the wellbeing of mums and little ones in mind.

However, everyone's skin is different, and even naturally derived ingredients can occasionally cause sensitivity or an allergic reaction.

We recommend reviewing the full ingredient list and performing a small patch test before using a new skincare product, where appropriate.

If irritation occurs, discontinue use and seek advice from a qualified healthcare professional if needed.

Always follow the product's directions, age recommendations and safety information.

Pregnancy, postpartum and baby skincare

Our products are designed to provide skincare support and comfort during pregnancy, birth, postpartum recovery and early parenthood.

Information provided on our website is intended for general educational and product-information purposes.

It is not intended to diagnose, treat or cure medical conditions, replace prescribed treatment or substitute for individual advice from a qualified healthcare professional.

If you have concerns about your health, pregnancy, recovery or your baby's wellbeing, please seek appropriate medical advice.

Product use

Products should be used only as directed and stored according to the instructions provided.

Natures Touch cannot guarantee that every product will be suitable for every individual or produce the same results for everyone.

Nothing in this section excludes your rights under applicable consumer law.

4. Privacy Policy

Our commitment to your privacy

At Natures Touch, we respect your privacy and understand the importance of keeping your personal information safe.

This Privacy Policy explains how we collect, use, store and share personal information when you visit our website, make a purchase, contact us or subscribe to our communications.

We handle personal information in accordance with applicable privacy laws, including the New Zealand Privacy Act 2020.

Information we collect

When you place an order, contact us or interact with our website, we may collect information such as:

• Your name and contact details, including email address and phone number.

• Billing and delivery addresses.

• Order details, purchase history and information needed to fulfil your purchase.

• Communications you send to us, including customer enquiries and feedback.

• Information about how you use our website, such as your IP address, browser information, device information and website activity.

• Marketing preferences and newsletter subscription details.

Payment information is processed through the payment services available on our website. The information we can access depends on the payment method and service provider used.

We aim to collect only the information reasonably necessary for our business activities and the purposes explained in this policy.

How we use your information

We use personal information to:

• Process payments, prepare orders and arrange delivery.

• Contact you about your purchases or customer enquiries.

• Provide customer support and respond to product concerns.

• Maintain business and transaction records.

• Improve our website, products and customer experience.

• Help protect our website and customers against fraud or misuse.

• Send marketing emails or updates where you have consented or where otherwise permitted by law.

• Meet our legal and regulatory obligations.

We do not sell our customer contact lists.

Email marketing

If you subscribe to our newsletter or agree to receive marketing communications, we may send you product news, helpful information, special offers and updates from Natures Touch.

You can unsubscribe from marketing emails at any time by selecting the unsubscribe link in an email or contacting us directly.

Unsubscribing from marketing will not prevent us from sending necessary communications relating to your orders or customer service enquiries.

Shopify and our service providers

Our online store is hosted on Shopify, which provides the e-commerce platform used to operate our website and process customer orders.

We may also use trusted service providers to assist with services such as payment processing, delivery, email communications, website analytics, advertising and customer support.

We share personal information with these providers only where reasonably necessary for the services they provide, or as otherwise permitted or required by law.

These providers may have their own privacy policies explaining how they handle personal information.

You can read Shopify's Privacy Policy at https://www.shopify.com/legal/privacy.

Overseas storage and processing

Some of the technology and service providers we use may store or process personal information outside New Zealand.

Where personal information is disclosed overseas, we take steps to meet applicable privacy requirements, including the overseas disclosure requirements of the New Zealand Privacy Act 2020 where relevant.

Cookies and website analytics

Our website uses cookies and similar technologies to support essential website functions and help us understand how visitors use our store.

These technologies may assist with:

• Remembering items in your shopping cart.

• Maintaining website security and functionality.

• Understanding website visits and performance.

• Remembering relevant website preferences.

• Measuring the effectiveness of marketing and advertising.

Some cookies are necessary for the website to function, while others may be used for analytics or marketing purposes.

You may be able to manage cookies through your browser settings and any privacy preference controls available on our website.

Disabling certain cookies may affect how parts of our website function.

Keeping your information secure

We take reasonable steps to protect personal information from unauthorised access, misuse, loss, disclosure or alteration.

Our website and relevant service providers use security measures designed to protect customer information.

However, no method of electronic storage or internet transmission can be guaranteed to be completely secure.

How long we keep information

We retain personal information for as long as reasonably necessary to fulfil the purposes for which it was collected, meet legal obligations, maintain appropriate business records or resolve customer enquiries.

When information is no longer required, we take reasonable steps to securely delete it or make it no longer identifiable, where appropriate.

Accessing or correcting your information

You have the right to request access to personal information we hold about you and to ask us to correct information that is inaccurate, subject to applicable law.

You may also contact us about withdrawing marketing consent or raising a concern about how your personal information has been handled.

Please email clair@naturestouch.co.nz.

We may need to verify your identity before responding to certain requests.

If you are dissatisfied with our response to a privacy concern, you may contact the Office of the Privacy Commissioner in New Zealand.

Disclosure required by law

We may disclose personal information where required or permitted by law, including to comply with a lawful request, protect our legal rights or address suspected fraud or unlawful activity.

Changes to our Privacy Policy

We may update this policy from time to time to reflect changes to our business, website services or legal requirements.

The most current version will be available on our website, together with the date it was last updated.

5. Website Terms of Service

Using our website

The Natures Touch website is provided to help customers learn about our products, access information and make purchases.

By using our website, you agree to use it lawfully and responsibly.

You must not use our website in a way that could damage its operation, compromise its security, interfere with other users or breach applicable laws.

Website content

The information, product descriptions, photographs, graphics and other materials on our website are provided for general information and shopping purposes.

We aim to keep this information accurate and up to date, but occasional errors or omissions may occur.

If we discover an error affecting a product or order, we will take reasonable steps to correct it and contact affected customers where necessary.

Intellectual property

Unless otherwise indicated, the Natures Touch name, original website content, product photography, branding and other intellectual property belong to Natures Touch or are used with permission.

Content must not be copied, reproduced, distributed or used for commercial purposes without prior written permission, except where permitted by law.

Customer feedback and reviews

We welcome genuine customer feedback and reviews.

By submitting a review or other content for publication on our website, you confirm that it is accurate to the best of your knowledge and that you have the right to share it.

You grant Natures Touch permission to display and use submitted content in connection with our business, subject to applicable law and any permissions or restrictions agreed with you.

We reserve the right to moderate or remove content that is unlawful, misleading, offensive, inappropriate or unrelated to the products or services being reviewed.

We will handle any personal information associated with customer reviews in accordance with our Privacy Policy.

Third-party websites

Our website may contain links to external websites or services that we do not own or control.

These links may be provided for convenience or additional information.

We are not responsible for the content, security or privacy practices of independent third-party websites. We encourage you to review their terms and privacy policies before providing personal information.

Website availability

We make reasonable efforts to keep our website available and functioning correctly.

Occasionally, access may be interrupted by maintenance, technical issues or circumstances beyond our reasonable control.

We may update or change website features and content as needed.

Liability and consumer rights

To the extent permitted by law, Natures Touch is not responsible for losses arising from events outside our reasonable control or from misuse of our website or products.

Nothing in these terms excludes, restricts or modifies any rights or remedies available to customers under the Consumer Guarantees Act 1993, Fair Trading Act 1986 or other applicable laws where those rights cannot lawfully be excluded.

Governing law

These terms are governed by the laws of New Zealand, subject to any mandatory consumer protections that may apply to customers in other jurisdictions.

Changes to these terms

We may update our website terms and policies from time to time.

Any changes will be published on our website. Where required by law, we will provide additional notice.

Changes will not retrospectively remove rights that customers have already acquired.

6. Contact Information

If you have a question about an order, product, return, privacy matter or any of our policies, please get in touch.

Natures Touch

New Zealand owned and operated

Email: clair@naturestouch.co.nz

Website: https://naturestouch.co.nz

We aim to respond to customer enquiries as promptly as reasonably possible.

Thank you for supporting Natures Touch and choosing to shop with a small New Zealand business.