Refund policy
We want you to love your BYBU goodies. If something’s not right, we’ll sort it.
Cancelling Your Order
Changed your mind?
Before shipping:
Email hello@bybu.co.nz and we’ll cancel and refund your order.
After shipping:
Because our products are sealed cosmetics, we can’t offer refunds or exchanges for change of mind once your order has been dispatched.
Change of Mind
Due to hygiene reasons, we’re unable to accept returns or exchanges on opened or used products.
Please choose carefully - once opened, our nail polish can’t be resold.
Faulty, Damaged or Incorrect Items
If your order arrives:
• Faulty
• Damaged in transit
• Incorrect
You’re entitled to a replacement, refund, or store credit - your choice.
Please email hello@bybu.co.nz within 7 days of receiving your order with:
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Your order number
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A brief description of the issue
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Clear photos
We may not require the item returned, but if we do, we’ll cover return shipping.
Once approved, refunds or replacements are processed within 5–7 business days.
Non-Returnable Items
• Opened or used products
• Gift cards
• Free promotional items
• Sale items (unless faulty)
Your Rights
Nothing in this policy affects your rights under the Consumer Guarantees Act (NZ) or Australian Consumer Law.
We’ll always do the right thing.
Need Help?
Email us at hello@bybu.co.nz - we’re happy to help.