Booking Policy

• All appointments must be booked in advance through our website or direct message.

• A 50% deposit is required to secure your booking. This is non-refundable but transferable with sufficient notice.

• No walk-ins are accepted. We are a private studio and operate strictly by appointment only.

• Deposits are non-refundable but transferable if cancellation/reschedule terms are met (see Section 2).

• Clients must provide accurate contact details upon booking. If we are unable to confirm your appointment, it may be cancelled.

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Right to refuse service policy

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Gloss Aesthetics and Beauty reserves the legal and ethical right to refuse, cancel, or discontinue services at any time and without notice, particularly in the following cases:

• The client is rude, abusive, aggressive, or sexually inappropriate.

• The client displays signs of intoxication or erratic behaviour.

• The client attempts to discuss personal or inappropriate topics, cross boundaries, or violate professional conduct.

• The client fails to follow staff directions, fails to disclose important medical or saftey information, or creates an unsafe environment.

• The staff member feels unsafe or uncomfortable in continuing the service for any reason.

Such cases will be documented, and a permanent booking ban may apply.

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Children, Guests, Companion Policy 

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• Our studio is a private treatment space, and we kindly request that no children or additional guests accompany clients unless:

  • Prior approval has been given in writing, (text or email, social media is fine)

  • The guest is a legal guardian or required support person

• We reserve the right to reschedule your appointment if unexpected guests arrive and disrupt the treatment environment.

Social Media & Digital Conduct Policy 

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• We ask that clients do not record, livestream, or photograph within the studio without consent.

• Staff may document certain treatments for record-keeping. This content is private and stored securely.

• Any public content (e.g. Instagram) featuring you will be watermarked, consented to in writing, and removed upon request.

• Abuse or harassment via online platforms will be reported and responded to legally if needed.

Client Conduct & Behavior Policy

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• Clients must act respectfully and follow the direction of staff at all times.

• Any behaviour deemed threatening, invasive, disrespectful, or inappropriate will result in immediate termination of service and future booking restrictions.

• Repeated or serious breaches may be formally documented and reported to relevant authorities.

Legal Disclaimer 

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• Gloss Aesthetics and Beauty staff are internationally qualified beauty professionals, not medical practitioners. Treatments are for cosmetic and wellness purposes only.

• Clients are responsible for following aftercare advice and disclosing accurate health information prior to services.

• We reserve the right to adjust, suspend, or revise these policies at any time without notice. Updates will be published via our official channels.

Acceptance of Terms

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By booking or receiving any service from Gloss Aesthetics and Beauty, you confirm that:

• You have read, understood, and agreed to all policies outlined above.

• You agree to behave in accordance with these terms and respect the rights of staff and other clients.

• Breach of these terms may result in service refusal and/or permanent ban.

Refund & Returns Policy 

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We want you to be satisfied with your purchase. This policy explains when products may be returned, exchanged, or refunded.

Change-of-Mind Returns

You may request a return within 14 days of receiving your order.

To qualify for a change-of-mind return, the product must:

• Be unopened, unused, and undamaged

• Remain in its original packaging

• Have all seals, labels, and protective packaging intact

• Be in a condition suitable for resale

• Be accompanied by proof of purchase

For hygiene and safety reasons, we cannot accept change-of-mind returns for opened or used cosmetics, skincare products, beauty tools, personal-care products, intimate products, or other sealed goods once the seal has been broken.

Approved change-of-mind returns will be refunded to the original payment method. Original shipping charges are not refundable.

The customer is responsible for return shipping costs unless the product is faulty, damaged, or incorrect.

Faulty, Damaged, or Incorrect Products

Please contact us as soon as possible if your order arrives damaged, faulty, incomplete, or different from what you ordered.

We may ask you to provide photographs, video, batch information, packaging details, or other information required to assess the issue.

Where a product is confirmed to be faulty, damaged, or incorrectly supplied, we may provide an appropriate remedy, including:

• A replacement

• A repair, where appropriate

• Store credit

• A partial refund

• A full refund

We will cover reasonable return shipping costs where we have confirmed that the product is faulty, damaged, or incorrectly supplied.

Items That Cannot Be Returned

Unless required by applicable consumer law, we do not accept change-of-mind returns for:

• Opened or used beauty, cosmetic, skincare, haircare, or personal-care products

• Products with broken hygiene seals

• Custom-made or personalised products

• Gift cards

• Digital products or downloadable content

• Clearance or final-sale products

• Products damaged through misuse, incorrect storage, neglect, or failure to follow instructions

Allergies, Sensitivities, and Product Suitability

Customers are responsible for checking product ingredients, instructions, warnings, contraindications, and suitability before use.

A reaction, sensitivity, dislike of texture, dislike of fragrance, or a product not producing the customer’s preferred result does not automatically mean the product is faulty.

This does not affect any rights available under applicable consumer law.

International Orders

International customers are responsible for confirming that products can legally be imported into their country.

We are not responsible for customs delays, import restrictions, duties, taxes, rejected deliveries, or products detained or destroyed by border authorities.

Customs duties, import taxes, brokerage charges, and other destination-country fees are not refundable.

Where an international order is returned because the customer refused delivery, failed to pay import charges, provided an incorrect address, or did not collect the parcel, any refund may be reduced by the original shipping cost, return shipping cost, customs charges, and other costs incurred.

How to Request a Return

To request a return, contact us within the applicable return period and provide:

• Your name

• Order number

• The product you wish to return

• The reason for the return

• Photographs where the product is faulty, damaged, or incorrect

Do not return products without first receiving return instructions from us.

Returns sent without approval may be refused or returned to the sender.

Refund Processing

Once the returned product has been received and inspected, we will advise whether the return has been approved.

Approved refunds will be issued to the original payment method.

Banks and payment providers may take additional time to process the refund after it has been issued.

Order Cancellations

Orders may only be cancelled before they have been processed or dispatched.

Once an order has been dispatched, it must be handled under this returns policy.

Consumer Rights

Nothing in this policy excludes, restricts, or modifies any rights or remedies that cannot legally be excluded under applicable consumer protection law.

Contact

For return or refund requests, contact:

Gloss Beauty & Aesthetics
Email: katievjean@gmail.com
Website: https://glossbeauty.co.nz
Return address: 1 Whakaari Road Opotiki