Terms and Conditions

General

Sterling House (NZ) Limited (trading as Essential Restore) is a New Zealand-based company. All prices listed on www.essentialrestore.com are in New Zealand Dollars (NZD).

You may use a currency converter on our website as a guide, however all payments are processed in NZD. Your card provider will convert this amount into your local currency on your statement.

Privacy

Essential Restore respects your privacy.

We do not sell, share, or disclose your personal information to any third party.

Your details are used solely for processing your order and providing customer support.

Customer Service

We are committed to providing responsive and helpful customer service.

Emails are typically answered within 12 hours on weekdays, and we will always do our best to resolve any issues quickly and fairly.

Discreet Packaging

We understand that discretion is important to many of our customers.

All orders are shipped in plain packaging, with “Skin Care” listed on the customs label.

Payment Security

Your payment security is a priority.

  • Our store is PCI compliant
  • Transactions are processed using secure, encrypted systems
  • Our hosting environment includes advanced security measures, including firewalls and network protection

Your card details are handled with industry-standard security.

Shipping

We ship to most countries worldwide.

  • Orders are dispatched each business day
  • Shipping costs are calculated based on weight and shown at checkout
  • Delivery timeframes are estimates provided by postal services and may vary

New Zealand Orders
Sent via Parcel Post.

International Orders
Shipped via International Airmail.
Please note: tracking may not be available for all destinations.

Customs & Duties

Some countries may charge import duties or taxes on arrival.

These charges are the responsibility of the customer.

Essential Restore cannot advise on or control these fees—please check with your local customs office if unsure.

Delivery Issues

While postal services are generally reliable, delays or lost items can occasionally occur.

  • Replacement orders will only be sent to the original shipping address provided
  • If an incorrect address is entered at checkout, we are unable to offer replacement or compensation

Please ensure your shipping details are correct before completing your order.

Order Cancellation

Orders may be cancelled prior to dispatch.

Due to payment processing fees, refunds for cancelled orders will be issued minus a 10% processing fee.

Returns & Guarantee

We stand behind our products.

If you are not satisfied, you may return your product in accordance with our guarantee policy for a refund of the original purchase price.

Please refer to our Returns Policy or contact us for further details.

Contact

If you have any questions, please contact us—we’re here to help.

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