Terms and conditions

1What the 12 Months Soothing Routine is

The routine is twelve 120ml jars of PrimalPantry Whipped Tallow Balm delivered across twelve months. Two jars arrive in each parcel and a parcel is sent every eight weeks, so there are six parcels in a year.

Delivery within New Zealand is included on all six parcels. The routine is not available for delivery outside New Zealand.

You choose one scent when you join. Every jar comes in that scent until you change it, and you may change it at any time from your routine page for any parcel that has not yet been packed.

Limited edition scents are short production runs, and they are kept for members. You may choose one on the routine, and it stays yours for as long as your membership runs, including through a renewal, even once the single jars have sold out. If we ever cannot supply one for the rest of your year, section 9 applies: we tell you first and you choose another scent or your money back for the parcels still to come.

2Price and payment

The routine is $199.95 for the year. Scents that cost more as a single jar, which are our mānuka scents and our limited editions, are $217.95 for the year. The price of the scent you have chosen is shown in full before you pay. All prices are in New Zealand dollars and include GST.

Payment is taken in full when you join. You may instead pay in four instalments through Afterpay, $49.99 each at $199.95, or $54.49 each at $217.95. Afterpay is a separate agreement between you and Afterpay and is governed by their terms.

The price you pay is fixed for your twelve months. If our prices change during your year, your routine is not affected.

The founder offer, buy six months and get six months free, is limited to the first 200 members. We keep the count ourselves and close the offer once it is reached.

3The joining gifts

Joining the routine includes $167.85 of joining gifts. They are sent in your second parcel, not your first, and no code or claim is needed.

A different tester from our range also rides in every parcel across the year.

The gifts are supplied as part of the routine. They are not redeemable for cash and cannot be exchanged for a discount on the routine price.

4Your $100 of Reviana credit

The Reviana credit is issued as five separate $20 vouchers. Your codes appear on your routine page once your second parcel is on its way.

One voucher may be used per order. Vouchers apply to full size Reviana products on orders of $45 or more, and cannot be combined with each other or used against shipping.

Vouchers are valid until the end of your twelve month term. Unused vouchers expire at that point and have no cash value.

5Running your year

Everything below is done by you from your routine page, at any time, with no password and no phone call. You sign in by asking for a link to be emailed to the address you ordered with.

Skip a parcel

It moves back eight weeks. You still get all twelve jars, the last one simply lands later.

Hold for one, two or three months

Every parcel after it moves back by the same amount.

Send the next one now

We pack it today instead of on its due date.

Change your scent

Applies to every parcel that has not been packed yet.

Change your address or card

The next parcel out uses the new details.

We email you before every parcel goes out, so you always have the chance to change it before it is packed.

6Adding to a parcel, and postage

As a routine member you may add anything from our range to a parcel you already have coming. You pay for the item and no postage, because it travels in a parcel that is already on its way to you.

You may also set an item to come with every parcel. Items set to come every time cost 15% less than the one-off price and are billed once per parcel on the same rhythm as your routine, never as a single charge covering a year. You can remove a repeating item at any time.

Routine members receive priority shipping on every order placed with us, not only on routine parcels.

7What happens at the end of the twelve months

Your year is paid in full and nothing further is charged during it.

We email you thirty days before your year ends. Unless you tell us otherwise, the routine renews for another twelve months at the price of the scent you are on, and carries on at the same rhythm: twelve jars, two every eight weeks, shipping included.

The renewal is charged in one payment to the card you joined with, on the day your year ends. You may change your scent, skip a parcel, hold the routine or cancel it altogether at any time from your routine page. Cancelling before the renewal date means nothing further is charged, and the parcels of the year you have already paid for still come.

The renewal is charged at the price current for your scent at the time, which may not be the price you first paid. We tell you what it will be in the email thirty days beforehand, so you have a month to change it or stop it.

The joining gifts and the Reviana codes come with your first year. A renewal is twelve more jars at the same rhythm.

8Cancelling, refunds and faulty items

Cancelling from your routine page turns off the renewals that follow your year. It does not stop the twelve jars you have paid for: those still come, and your gifts and vouchers are unaffected.

Our thirty day money back guarantee applies to the year, the same as any other order. Tell us within thirty days and we refund it, for any reason or none. Email hello@primalpantry.co.nz.

The thirty days run from the day you buy the year, because buying the year is the purchase. The parcels that follow are deliveries of something already bought, so a later parcel arriving does not start a new thirty days. After the window closes the year is not refunded for a change of mind, a change of circumstances, or because you no longer want the parcels still to come.

The gifts and the perks do not survive a refund. The joining gifts are gifts: if you are refunded, their value is not returned to you and is not credited, and we do not ask for them back. Any of your five $20 Reviana codes still unused are cancelled at the same moment, as is member access to the limited edition scents. A code you have already spent stays spent and the order it was used on is untouched.

A refund ends the routine. The parcels still to come do not ship, and the renewal that would have followed your year does not happen.

If something reaches you faulty or damaged, tell us within thirty days of it arriving and we will swap it. Email hello@primalpantry.co.nz with your order number and a photo and we will sort it out. This is a swap, not a refund window, and it does not apply to a change of mind about a scent.

Nothing in these terms limits your rights under the Consumer Guarantees Act 1993 or the Fair Trading Act 1986. Where those Acts give you a remedy we cannot contract out of, they apply.

9Delivery, stock and substitution

Your first parcel is sent within one to three business days of joining. Later parcels are packed on their due date and we email you before each one.

If the scent you have chosen is unavailable when a parcel is due, we will contact you before it is packed and either hold the parcel until it is back or send a different scent that you have agreed to. We do not substitute without asking you first.

If a scent is discontinued, or we cannot supply it for the rest of your year, we will tell you ahead of the next parcel and offer you the choice: another scent of the same size, or your money back for the parcels still to come. That choice is yours, and we will not make it for you. This applies to the limited edition scents as much as the everyday ones.

Delivery is to a New Zealand address. If your address changes, update it on your routine page before your next parcel is packed.

10About the products

Our balms and skincare are cosmetic products. Any claim we make about them concerns the appearance and feel of skin. They are not medicines and are not intended to diagnose, treat, cure or prevent any condition.

If you have a skin condition or are unsure whether a product suits you, patch test first, and speak to your doctor or a qualified practitioner.

11Your details

We use your name, address, email and order history to run your routine, send your parcels and email you before each one. We do not sell your details.

Card details are held by Stripe, our payment processor, and are never stored on our own systems.

You can ask us for a copy of what we hold about you, or ask us to correct it, by emailing hello@primalpantry.co.nz.

12Changes to these terms

We may update these terms. The terms that apply to your routine are the ones published when you joined, and we will email you if something changes that affects a routine already running.

These terms are governed by New Zealand law.

13Getting hold of us

Email hello@primalpantry.co.nz. We are a small team in Christchurch and we answer everything ourselves.