- Catch member since March 2022
- Approved online Catch seller since March 2022
A true leader in natural beauty, Essano has created certified organic, award-winning formulations and unique product ranges. At essano, we are driven by doing what's right for your skin, the planet and all our furry friends. We're proudly crafted in New Zealand through our on-site lab and factory to ensure the manufacturing process is monitored every step of the way. Gentle, natural, effective products - every day.
With one of the strongest free-from product promises in the world, we guarantee what’s not in ours. We choose only proven ingredients for their effectiveness and ability to deliver amazing results. We reject any harsh chemicals that could irritate, contaminate or be unsafe. We make the most sustainable choices possible and only ever test on lucky humans – that’s Our Product Promise and it’s one of the strongest in the world.
The following refund policy does not restrict or exclude your rights as a consumer under applicable laws (such as the New Zealand Consumer Guarantees Act 1993) except to the extent permitted.
We want to make this process as easy as possible. If you experience a problem with your order, please don’t hesitate to contact us via the Catch messaging system, and we will do our best to resolve any issue.
Adverse Reactions
If you have had an adverse reaction to our products, please provide details (including photos) with your email. We take your skin and hair health very seriously and have a comprehensive quality control system in place.
We always recommend patch-testing our products 24 hours before you use them for the first time.
Claims for damaged items/incorrect orders
Should you wish to make a claim relating to your product for damage in transport or incorrect goods received, please advise us by email within 24 hours of receiving your products. Please provide your order number in the email subject. We will then let you know whether you need to return the products for inspection.
Christmas Gift Returns
We know it isn’t always possible to open and check your orders during the Christmas shopping period within 24 hours. If you have any issues with your Christmas order, please contact us via the Catch messaging system in January, and we will do our best to help you then. Please note we close our office for the New Zealand Christmas holiday period. We will get back in touch with you as soon as possible after we reopen on in January.
Returns
Unless you are claiming as a consumer under applicable consumer protection laws that we are unable to limit or exclude:
You will be responsible for paying for the shipping costs for returning your item.
Shipping costs are non-refundable
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance.
Refunds
Once your return is received and inspected, we will let you know that we have received your returned item. We will also notify you of the approval or rejection of your refund request.
If a refund is approved, it will be processed, and a credit will automatically be applied to your credit card or the original payment method.
Where is my refund payment?
Refunds can take up to 10 working days to be processed, so please wait this amount of time before checking your bank account and contacting your bank provider. If you still have not received your refund at that time, please get in touch with us