Returns & Refund Policy

Return, Refund & Cancellation Policy

At EKOH-STORE, we are committed to fairness, transparency, and sustainability. Please read our policy carefully before making a purchase.

Core Approach

  • All sales are final except as outlined in this policy
  • We prefer not to accept product returns due to sustainability and hygiene considerations
  • We encourage customers to regift items when possible
  • If you are truly unhappy with your purchase, we will refund you with no need for a return—simply regift it. 

Non-Conforming Products (Defective/Damaged Items)

EKOH-STORE takes full responsibility for defective, damaged, or incorrect products.

  • Customers must notify us within 7 days of receipt to request a refund or replacement
  • Under NZ Consumer Law, customers are entitled to remedies for products that don't meet acceptable quality standards

Return Eligibility

  • Items must be unused, unopened, and in original condition/packaging
  • Proof of purchase required
  • Returns for items purchased through retail partners or marketplaces are not accepted
  • Change of mind or cancellations after shipping are not eligible for return

Non-Returnable Items

  • Perishable goods
  • Custom or personalized products
  • Personal care items (cleaning cloths, soaps, toothbrushes, glass bottles)
  • Sale or promotional items and gift cards

Refund Process

  1. Email support@ekoh-store.com with your order number, proof of purchase, and reason for return
  2. Do not send items back without approval — unauthorized returns won't be accepted
  3. If approved, we will provide a return shipping label and instructions
  4. Refunds are issued to the original payment method

Refund Timeline

  • NZ Refunds: 5–20 business days
  • International Refunds: 15–30 business days
  • Bank processing may add 5–10 business days

Important Notes

  • EKOH-STORE does not provide warranties for product performance or longevity
  • Customers should read product labels for safe use and storage
  • For lost or damaged items in transit, claims should be filed directly with the carrier

Contact Us

For refund requests or questions, please email: support@ekoh-store.com (monitored weekly)