Refund policy

Five Stars Beauty Supply Limited

Overview

At Five Stars Beauty Supply Limited (“we”, “our”, “us”), we are committed to providing high-quality professional beauty products. If you believe a product you purchased from us has a valid issue covered under New Zealand consumer protection laws, we will work with you to provide a fair and lawful remedy.

Consumer Guarantees and Your Rights

Under the New Zealand Consumer Guarantees Act 1993, products purchased from us must be of acceptable quality, fit for their intended purpose, and match their description.

If a product fails to meet these guarantees, you are entitled to a remedy, which may include a repair, replacement, or refund, depending on the nature of the issue.

Faulty, Damaged, or Incorrect Items

If the product you receive is:

  • Faulty

  • Damaged in transit

  • Significantly different from the description on our website

Please contact us as soon as possible at fsbsupplynz@gmail.com with your order number and clear photos of the issue.

Once assessed, we will:

  • Offer a repair or replacement where possible, or

  • Provide a refund if a repair or replacement is not practical.

Refunds are processed to the original payment method within a reasonable timeframe.

Professional Use Products

Many products sold by Five Stars Beauty Supply Limited are intended for professional use only and require appropriate training, knowledge, and experience to use correctly.

By purchasing professional-use products, the customer acknowledges that they have the necessary skills to use the product safely and as intended.

We do not accept returns or provide refunds for professional-use products where:

  • The product has been opened or used, and

  • The customer is dissatisfied with the result due to incorrect application, lack of experience, or misunderstanding of product use.

Results achieved using professional products may vary depending on technique, preparation, and application method. Differences in outcome do not constitute a product fault.

This does not affect your rights under the Consumer Guarantees Act 1993 where a product is faulty, unsafe, or not of acceptable quality.

Change of Mind

We are not required under New Zealand law to provide a refund or exchange simply because you changed your mind.

However, we may accept a change-of-mind return at our discretion if:

  • The request is made within 30 days of delivery

  • The item is unused, in original condition and packaging

  • Proof of purchase is provided

Return shipping costs are the responsibility of the customer unless we agree otherwise.

We reserve the right to refuse any change-of-mind return that does not meet these conditions.

Sale or Discounted Items

Products marked as “Sale”, "Clearance", "Last One", or discounted may only be returned if they meet the criteria for faulty, damaged, or incorrectly described goods.

Return Process

To request a return:

  1. Email fsbsupplynz@gmail.com within 30 days of receiving your order

  2. Include your order number, reason for return, and photos if applicable

  3. We will respond within 3 business days with return instructions

Returned items must be securely packaged. Customers are responsible for return shipping unless otherwise agreed.

Refunds Once Approved

Approved refunds are issued to the original payment method.

Please allow up to 10 business days for funds to appear, depending on your bank or payment provider.

You will be notified once your refund has been processed.

Shipping Costs

Original shipping costs are non-refundable unless the return is due to a faulty or incorrectly supplied item.

Return shipping costs for change-of-mind returns are the responsibility of the customer.

Questions

If you have any questions about this policy or need assistance with a return, please contact:

Five Stars Beauty Supply Limited
Email: fsbsupplynz@gmail.com
Phone: 09 265 0089
Address: 333A East Tamaki Road, ĹŚtara, Auckland 2013, New Zealand