Refund policy

Returns & Refunds
Last updated: 20/11/2025

At Yura we want you to be happy with your order. This policy sits alongside, and does not limit, your rights under the New Zealand Consumer Guarantees Act 1993 and the Australian Consumer Law. Nothing here takes those rights away.

Our 60-day glow guarantee
We stand behind how our skincare makes your skin look and feel, and we want you to try it with total confidence. Skin takes a little time to show its best, so we ask that you give the balm a fair go as part of your daily routine across the 60 days. We'd genuinely recommend taking a quick before photo in natural light when you start, so you can see your own progress along the way. If you've given it a fair go and you're still not seeing the glow, contact us at support@yuraskinco.com within 60 days of delivery to arrange a return. Once we receive the item, we'll refund the product price to your original payment method. The guarantee covers one balm per order, applies to your first order of a product, and we ask that it's used in good faith. Applicable to Medicube PDRN Pink Collagen Volume Multi Balm orders only.

Change-of-mind returns
Because our products are skincare, we can only accept change-of-mind returns on items that are unopened, unused and in their original sealed packaging. For hygiene and safety reasons, opened or used skincare cannot be returned or resold.

If you'd like to return an unopened item, contact us at support@yuraskinco.com within 60 days of delivery. Return shipping for change-of-mind returns is at your cost, and we recommend a tracked service as we can't refund items that don't reach us. Once we receive and inspect the item, we'll refund the product price to your original payment method.

Faulty, damaged or incorrect items
If your order arrives faulty, damaged, or isn't what you ordered, you're covered by your consumer-law rights. Please contact us within 60 days of delivery with your order number and a photo of the issue, and we'll make it right with a replacement, refund, or remedy as appropriate. We'll cover return postage in these cases, or arrange for you not to need to return it where that's simpler.

Please don't use the product if it arrives clearly damaged or defective. Contact us first.

Subscriptions
You can manage, skip, pause or cancel your Subscribe & Save plan anytime from your account before your next billing date. Once a subscription order has been billed and processed for shipping, that order can't be cancelled, but you can cancel future deliveries. The 60-day glow guarantee applies to your first order of a product; subsequent subscription orders follow the change-of-mind and consumer-law rules above.

Refund timing
Approved refunds are issued to your original payment method. It can take 5 to 10 business days for the funds to appear, depending on your bank or card provider.

How to start a return
Email support@yuraskinco.com with your order number and the reason for return, and we'll guide you through the next steps.