Terms and Conditions
Last updated: 19.08.2026
These terms apply to everything you buy from Ilu Hub – products through our online shop, treatments booked with us, and gift vouchers. Please read them before you place an order. By ticking the box at checkout, you’re confirming you’ve read and accepted them.
1. Who we are
Ilu Hub is a skin therapy studio based in Wānaka, New Zealand, owned and operated by Anneli Glazebrook.
Trading name: Ilu Hub Website: iluhub.co.nz Email: hello@iluhub.co.nz Location: 3A Helwick street, Wānaka, New Zealand NZBN: 9429047861985 GST number: 130-992-420
In these terms, “we”, “us” and “our” mean Ilu Hub. “You” means the person placing the order or booking.
2. Placing an order
When you place an order, you’re making an offer to buy. Your order is accepted once we send you a confirmation email – that’s when the contract between us is formed.
We may decline or cancel an order if:
- the product is out of stock
- there’s been a pricing or listing error
- we can’t verify your payment or delivery details
- we have reasonable grounds to believe the order isn’t genuine
If we cancel an order you’ve already paid for, we’ll refund you in full.
You’re responsible for the accuracy of the details you give us, including your delivery address and email address.
3. Prices and payment
All prices are in New Zealand dollars and include GST where applicable. Prices exclude shipping unless stated otherwise.
We take payment at checkout through our payment provider. We don’t store your card details.
We do our best to keep pricing accurate, but if a product is listed at an obviously incorrect price we’ll contact you before processing the order, and you can choose to continue at the correct price or cancel for a full refund.
4. Products containing active ingredients
Some products we sell contain active ingredients, including but not limited to vitamin A derivatives, vitamin C, alpha and beta hydroxy acids, enzymes, niacinamide and retinoids.
These products are effective, and that’s exactly why they need to be used thoughtfully. Please read the following before you order:
Use as directed. Follow the directions on the product and any guidance we’ve given you. More is not better. Introducing an active too quickly, or layering several at once, is the most common cause of an unhappy skin barrier.
Patch test first. We recommend patch testing any new product on a small area of skin and waiting 24 hours before applying it more widely.
Stop if your skin reacts. Discontinue use and contact us or your health professional if you experience persistent redness, stinging, burning, itching, swelling or any reaction that doesn’t settle.
Some actives increase sun sensitivity. Several of these ingredients can make your skin more sensitive to sunlight. Use daily sun protection and take care with sun exposure while using them.
Check the ingredients. Full ingredient lists are on every product page and on the packaging. If you have a known allergy or sensitivity, please check before ordering.
Talk to us if you’re unsure. If you’re pregnant or breastfeeding, using prescription skin medication, have a diagnosed skin condition, or are undergoing any medical treatment affecting your skin, please check with your doctor or specialist before use – and feel free to get in touch with us first. A Discovery Session is the best way to make sure what you’re buying suits your skin.
Our information is educational, not medical. Product descriptions, consultations, newsletters and any advice we give are for general education and skin care guidance. They aren’t medical advice, diagnosis or treatment, and they don’t replace advice from a doctor, dermatologist or other registered health professional.
A reaction to a product used contrary to our directions, or contrary to the manufacturer’s directions, is not a fault in the products
5. Shipping and delivery
Where we ship: New Zealand-wide.
Cost: Shipping is a flat rate of $9 anywhere in New Zealand. Orders over $200 ship free. Free pick-up from Wanaka studio.
Dispatch: We aim to dispatch orders within 1–2 business days. Orders placed on weekends or public holidays are dispatched the next business day.
Delivery times: Once dispatched, allow 1–3 business days for urban addresses and 3–5 business days for rural delivery. These are estimates from our courier, not guarantees. Delivery can take longer during busy periods, in bad weather, or in the lead-up to public holidays.
Tracking: We’ll email you tracking details when your order is dispatched.
Your address: Please make sure your delivery address is complete and correct. If a parcel is returned to us because the address was wrong or incomplete, or because it wasn’t collected from a depot in time, you’ll need to pay for re-delivery.
Authority to leave: If you ask us or the courier to leave your parcel without a signature, or give a specific instruction such as “leave at door” or “leave in letterbox”, the parcel is at your risk from the moment it’s delivered as instructed. We aren’t responsible for loss, theft or weather damage after that point.
6. If your order arrives damaged or doesn’t arrive
We pack every order carefully, but things occasionally go wrong in transit.
Tell us within 7 days of delivery (or within 7 days of the expected delivery date if the parcel hasn’t arrived). Email hello@iluhub.co.nz with your order number, a description of the problem, and photos of the damaged item and the packaging it arrived in, including the outer box or satchel. We need these to lodge a claim with the courier.
Where a courier has damaged or lost a consumer order, we’ll sort it out with you first – replacement, or refund if we can’t replace it – and we’ll deal with the courier ourselves. You don’t need to chase them.
Two things to be clear about:
- We can’t help if you don’t tell us in time. Claims raised outside the 7 day window may not be able to be resolved, because couriers won’t accept late claims and we’ll have no way to establish what happened.
- This doesn’t cover damage after safe delivery. If your parcel arrived intact and was later damaged, lost or stolen – including where you asked for it to be left unattended – that’s outside what we can cover.
For professional-use and other trade orders, risk in the goods passes to you on dispatch, and any loss or damage in transit is a matter between you and the carrier.
7. Returns and refunds
Faulty, damaged or misdescribed products
You have rights under the Consumer Guarantees Act 1993 that we can’t and don’t try to limit. If a product is faulty, damaged on arrival, or isn’t what we described, contact us within 30 days and we’ll repair, replace or refund it depending on the nature of the problem. We’ll cover return postage in these cases.
Change of mind
For hygiene and safety reasons, we can’t accept returns on skincare, cosmetics or any product that has been opened, used or had its seal broken.
Unopened products in original, sealed, resaleable condition can be returned within 14 days of delivery for an exchange. You’ll need to cover return postage, and we recommend using a tracked service, as we can’t refund an item we don’t receive.
Reactions and unsuitability
A product not suiting your skin isn’t a fault in the product, and change-of-mind terms apply. That said, please tell us. Reactions matter to us, and we’d much rather help you work out what happened and find something that works than have you quietly stop using it.
How to start a return
Email hello@iluhub.co.nz with your order number and what’s gone wrong. Please don’t send anything back before we’ve replied – we’ll confirm the return address and next steps.
Refunds are made to your original payment method within 5–10 business days of us receiving and assessing the return. Original shipping costs aren’t refunded on change-of-mind returns.
8. Treatment bookings
Booking and payment. Treatments are booked through our online booking system. We may require a deposit or full payment at the time of booking.
Cancellations. Please give us at least 24 hours’ notice if you need to change or cancel. Cancellations inside that window, and no-shows, will be charged 50% of the treatment price. We’re a single-therapist studio and a late cancellation usually can’t be filled.
Consultation and consent. Please tell us about any medical conditions, medications, allergies, recent procedures or pregnancy – some treatments aren’t suitable in certain circumstances, and we may need to adjust or decline a treatment on the day for your safety.
Results. Skin responds individually. We’ll be honest with you about what a treatment can and can’t do, but we can’t guarantee a specific outcome.
Lateness. If you arrive late we’ll do what we can, but your treatment may need to be shortened so the next appointment isn’t affected. The full price still applies.
9. Our liability
Nothing in these terms limits your rights under the Consumer Guarantees Act 1993 or the Fair Trading Act 1986 where you’re buying as a consumer.
Where the law allows us to limit our liability – including all trade and professional-use purchases – our total liability for any claim is limited to the amount you paid for the product or treatment concerned. We’re not liable for indirect or consequential loss, including loss of profit, loss of income or business interruption.
We’re not liable for loss or damage caused by:
- use of a product contrary to our directions or the manufacturer’s directions
- failure to patch test, or to stop using a product after a reaction
- your failure to tell us about a relevant medical condition, medication or allergy
- circumstances outside our reasonable control, including courier delays, natural events and supply failures
10. Your information
We collect and handle your personal information in accordance with the Privacy Act 2020. How we do that – what we collect, why, how we store it and how you can access or correct it – is set out in our Privacy Policy.
Client consultation records are confidential and held securely. We don’t share them, and we don’t sell your information to anyone.
11. Intellectual property
All content on iluhub.co.nz – text, images, treatment names, branding, logos and educational material – belongs to Ilu Hub unless otherwise credited. You’re welcome to read it, share links to it, and quote it with attribution. Please don’t reproduce it commercially or pass it off as your own without our written permission.
12. Changes to these terms
We may update these terms from time to time. The version published on this page at the time you place your order is the version that applies to that order.
13. Governing law
These terms are governed by New Zealand law, and the New Zealand courts have jurisdiction over any dispute.
14. Getting in touch
If something’s gone wrong, tell us – we’d always rather hear about it directly and fix it.
Email: hello@iluhub.co.nz