Refund policy
Returns:
Due to the specific hygiene use and risk of contamination, all mask and filter sales are final once original packaging has been opened.
If you are wanting to return unopened product, please contact us at customercare@lanaco.co.nz. We are here to help!
Defective products:
Please open and inspect your items upon receipt of order. Our quality control measures ensure that your items have been inspected at least three times before they are shipped to you. For this reason, product defects are extremely rare. Defects must be reported to Lanaco within 3 days of receipt of delivery.
Defective items will be replaced (at no expense to the customer) for the same item ordered. Please do let us know that you received a defective product by contacting us at customercare@lanaco.co.nz and sending a photo of the defect and we will work with you to find a solution.
We offer free returns or exchanges within 30 days of receiving your order for faulty products. Refunds are made to the original payment method if items are faulty.
You can return your product for an exchange with a different product in our range if unopened however any shipping fees will be charged to the customer.
Incorrect items sent:
Please inspect your items upon receipt of order. Omissions or inaccurate shipments must be claimed within 3 days of receipt of goods.
Please note the following exceptions to our return and exchange policy:
- Clearance, Sale or Discounted items are final and cannot be returned or exchanged.
- Returned items for exchange must be returned in unopened original packaging for hygiene reasons. They must not have been opened, worn or used.
- Faulty items must be returned within 30 days with original packaging.
To initiate a return or exchange, please complete the following steps:
Please send an email to customercare@lanaco.co.nz and include your name, order number and a picture of the faulty product.
Additional information:
- Replacement products for a faulty item can take up to 4 weeks locally and 12 weeks internationally to receive.
- Refunds and/or credits are processed 24 hours (weekdays) after returned goods are received.
- If your payment was processed using your Credit Card, there can be a delay of up to 5 days for the bank processing to complete.
- Refunds can only be credited back to the card or account used for the original transaction.
- Returns to Lanaco must be sent by tracked shipping. Lanaco accept no responsibility for lost returns.