Policies, terms, & condiitons
Privacy policy
We collect personal information from you, including details related to your billing and purchase history.
We collect this information to facilitate the shipment and delivery of your purchased items.
We take the security of your personal information seriously. Our small Kool Balm team follows strict privacy and confidentiality protocols, and we store all data in password-protected databases that are accessible only to authorised staff.
While we implement security measures to protect your information from unauthorised access, disclosure, misuse, or alteration, please note that no internet-based system is entirely secure. As such, we cannot guarantee absolute security and are not responsible for breaches beyond our reasonable control.
You have the right to request access to any personal information we hold about you and to ask for corrections if you believe it is inaccurate. If you would like to request a copy of your information or have it corrected, please contact us at koolbalm@gmail.com .
Shipping policy
Shipping locations
We ship nationwide around New Zealand using NZ Post Courier Service. Please ensure the delivery address is correct as we have no way to check this.
Shipping costs
Shipping costs are dependent on weight and destination and are calculated at checkout. Please note, rural delivery incurs an additional surcharge of $5.70 NZD.
Delivery times
Orders are typically processed and shipped within 3-5 business days. Allow an extra 2 to 3 working days for delivery to rural addresses.
Expedited shipping
We currently do not offer expedited shipping options.
Order tracking
Tracking numbers are included with every order. Please contact us to acquire it.
Handling fees
No additional handling fees are charged. All costs are included in the shipping price.
Shipping restrictions
We do not impose restrictions on shipping for any products.
Lost or damaged items
Please inspect your order upon receiving it and contact us immediately if any item is damaged or if you received the wrong item, so we can evaluate and make it right.
Returns policy
Eligibility for returns
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. To be eligible for a return, your item must be in the same condition you received it, unused, with tags, and in its original packaging. You will also need a receipt or proof of purchase.
You can always contact us with any return questions.
Return process
To initiate a return, please email us at koolbalm@gmail.com. We will review your request and determine if a refund is appropriate. If your return is accepted we will let you know how to package and send it back to us.
Return shipping costs
Customers are responsible for covering the shipping costs for returning items.
Refunds
Refunds will be issued using the original payment method. Processing refunds typically takes 5-10 business days from the time the return is received and approved.
Exchanges
We do not offer exchanges at this time.
Terms & conditions
Please read these terms and conditions ("terms and conditions", "terms") carefully before using www.koolbalm.co.nz website (“website”, "service") operated by Kool Balms & Oils ("us", "we", "our").
Conditions of use
By using this website, you certify that you have read and reviewed this Agreement and that you agree to comply with its terms. If you do not want to be bound by the terms of this Agreement, you are advised to stop using the website accordingly. Kool Balms & Oils only grants use and access of this website, its products, and its services to those who have accepted its terms.
Privacy policy
Before you continue using our website, we advise you to read our privacy policy here regarding our user data collection. It will help you better understand our practices.
Selling and shipping of goods
By purchasing products through this website, you agree to provide accurate, complete, and up-to-date information for your order, including your name, shipping address, and payment details. We reserve the right to refuse or cancel orders at any time for reasons including but not limited to product availability, errors in the description or pricing, or suspected fraudulent transactions.
For shipping and returns policies, please refer to our Shipping & Returns page. These policies are part of this Agreement and outline important information regarding shipping timelines, fees, and returns or refunds.
Intellectual property
You agree that all materials, products, and services provided on this website are the property of Kool Balms & Oils, its affiliates, directors, officers, employees, agents, suppliers, or licensors, including all copyrights, trade secrets, trademarks, patents, and other intellectual property. You also agree that you will not reproduce or redistribute Kool Balms & Oils’ intellectual property in any way, including electronic, digital, or new trademark registrations.
For issues regarding intellectual property claims, you should contact the company to come to an agreement.
User accounts
As a user of this website, you may be asked to register with us and provide private information. You are responsible for ensuring the accuracy of this information and maintaining the safety and security of your identifying information. You are also responsible for all activities that occur under your account or password.
If you think there are any possible issues regarding the security of your account on the website, inform us immediately so we may address them accordingly.
We reserve all rights to terminate accounts, edit or remove content, and cancel orders at our sole discretion.
Applicable law
By using this website, you agree that the laws of New Zealand, without regard to principles of conflict laws, will govern these terms and conditions or any dispute of any sort that might arise between Kool Balms & Oils and you, or its business partners and associates.
Disputes
Any dispute related in any way to your use of this website or to products you purchase from us shall be arbitrated by state or federal court in New Zealand, and you consent to exclusive jurisdiction and venue of such courts.
Indemnification
You agree to indemnify Kool Balms & Oils and its affiliates and hold Kool Balms & Oils harmless against legal claims and demands that may arise from your use or misuse of our services. We reserve the right to select our own legal counsel.
Limitation on liability
Kool Balms & Oils is not liable for any damages that may occur to you as a result of your misuse of our website or issues arising from the use of our products, to the extent permitted by law.
Kool Balms & Oils reserves the right to edit, modify, and change this Agreement at any time. We shall let our users know of these changes through electronic mail. This Agreement is an understanding between Kool Balms & Oils and the user, and this supersedes and replaces all prior agreements regarding the use of this website.