Refund policy

Gecko Creationz — Refund & Returns Policy

Last updated: 23 April 2026

We want you to be completely happy with your tallow skincare. This policy explains your rights when returning products, whether you've changed your mind or received a faulty item.

Gecko Creationz is a trading name of Straw Lodge Vineyard Limited.

Your Statutory Rights

Before anything else: as a New Zealand consumer, you have rights under the Consumer Guarantees Act 1993 (CGA) that cannot be excluded, restricted, or modified by this policy or any other terms. If our products fail to meet a consumer guarantee (for example, they are faulty, not fit for purpose, or don't match their description), you are entitled to a remedy regardless of any time limits or conditions stated below.

For our Australian customers, equivalent rights exist under the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010). Nothing in this policy limits your statutory rights.

1. Faulty, Damaged, or Incorrect Products

If your product is defective, damaged in transit, or you received the wrong item, contact us as soon as possible at ecoshine@geckocreationz.com. Do not send the item back without contacting us first.

What we will do

Under the Consumer Guarantees Act, the remedy depends on whether the fault is major or minor:

Major fault (the product is unsafe, would not have been purchased if you had known about the fault, is significantly different from its description, or cannot be easily fixed): You choose either a full refund or a replacement. This is your choice, not ours.

Minor fault (the product has a defect but can still be used, or the issue can be easily fixed): We may choose to repair, replace, or refund the product. We will resolve this within a reasonable timeframe.

What we need from you

  • Contact us at ecoshine@geckocreationz.com with your order number and a description of the issue.
  • We may ask you to send photos of the damage or defect so we can assess the problem and process any shipping claims with NZ Post.
  • If a return is required, we will provide shipping instructions and cover the return shipping cost. You should not have to pay to return a faulty product.

No time limit on faulty goods

Your right to a remedy for faulty products is not limited to 30 days. Under the CGA, you are entitled to a remedy within a reasonable time after discovering the fault, taking into account the nature and price of the product.

2. Change of Mind Returns

If you simply changed your mind, ordered the wrong product, or no longer want the item, we offer a 30-day return window as a goodwill policy. This is separate from your statutory rights for faulty goods.

Conditions

  • 30-day window. You must contact us within 30 days of receiving your order.
  • Unopened and unused. Due to health and hygiene requirements for skincare products, we can only accept change-of-mind returns if the product is unopened, unused, and in its original packaging. Once a skincare product has been opened, we cannot resell it.
  • Proof of purchase. You must provide your order number or receipt.
  • Return shipping. For change-of-mind returns, you are responsible for the cost of return shipping. We recommend using a tracked shipping service, as we cannot be responsible for items lost in transit.

Items not eligible for change-of-mind returns

  • Products that have been opened or used
  • Gift cards
  • Sale items marked as "final sale" at the time of purchase (regular sale items can still be returned)
  • Custom or made-to-order products (if applicable)

3. How to Return an Item

Step 1 — Contact us first. Email ecoshine@geckocreationz.com with your order number, the item(s) you want to return, and the reason for the return. Items sent back without prior approval will not be accepted.

Step 2 — We will respond. We will review your request and, if approved, send you return shipping instructions. For faulty items, we will arrange or cover the return shipping. For change-of-mind returns, we will provide the return address.

Step 3 — Send the item back. Package the item securely in its original packaging and send it to: 17 Fareham Lane, Renwick 7271, Marlborough, New Zealand.

Step 4 — We inspect and process. Once we receive and inspect your return, we will notify you by email whether your refund has been approved.

4. Refunds

How refunds are processed

  • Approved refunds are issued to the original payment method (the card or account you used to pay).
  • Refunds are processed within 10 business days of us receiving and approving the returned item.
  • Please allow additional time for your bank or payment provider to credit the funds to your account. This is outside our control and typically takes 3-5 business days after we issue the refund.

If your refund is delayed

If more than 15 business days have passed since we notified you of the refund approval and you have not received it, please check with your bank first, then contact us at ecoshine@geckocreationz.com and we will investigate.

Partial refunds

In some cases, a partial refund may be granted — for example, if a returned item shows signs of use or is not in its original condition but is still eligible for a return under this policy.

5. Exchanges

We do not offer direct exchanges. If you would like a different product, please return the original item following the process above, and place a new order for the item you want. This ensures you receive the correct product as quickly as possible.

6. Shipping Costs for Returns

  • Faulty, damaged, or incorrect items: We cover the return shipping cost. You should not pay to return a product that was not fit for purpose or was our error.
  • Change-of-mind returns: You are responsible for the return shipping cost. Original shipping charges (the shipping you paid when you placed the order) are non-refundable.

7. Contact Us

If you have any questions about returns, refunds, or your rights under the Consumer Guarantees Act, please contact us:

Gecko Creationz A trading name of Straw Lodge Vineyard Limited 17 Fareham Lane, Renwick 7271, Marlborough, New Zealand Email: ecoshine@geckocreationz.com Phone: +64 021 127 0292

If you believe we have not met our obligations under the Consumer Guarantees Act, you can also contact the Commerce Commission (comcom.govt.nz) or the Disputes Tribunal (disputestribunal.govt.nz) for assistance. For Australian customers, contact the Australian Competition and Consumer Commission (accc.gov.au).