Refund policy

EKOH-STORE

Return, Refund & Cancellation Policy (RRCP)

At EKOH-STORE, we are committed to fairness, transparency, and sustainability when handling order cancellations, refunds, and returns. Please read this policy carefully. If you have any questions, feel free to contact us at support@ekoh-store.com

Our Approach

We prefer not to accept product returns, as our products are designed with sustainability and hygiene in mind. Instead, we encourage customers to regift items when possible. Refunds are available in certain circumstances, as outlined below.

Key Points

1. All Sales Are Final

  • Except as outlined below, all sales are final.

  • There is no automatic right to cancel an order, return a product, or receive a refund once the order is placed.

2. Non-Conforming Products (NCP)

  • If a product is defective, damaged, or incorrect, EKOH-STORE will take full responsibility.

  • You must notify us within 7 days of receipt to request a refund or replacement.

NZ Consumer Law Note: Under the Consumer Guarantees Act, you are entitled to remedies for products that do not meet acceptable quality, are faulty, or do not match their description.

3. Return Eligibility

  • 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 order cancellation after shipping is not eligible for return.

4. How to Request a Return

Step 1: Start a Request
Email support@ekoh-store.com with:

  • Your order number

  • Proof of purchase

  • Reason for return

Step 2: Approval

  • Do not send items back without approval. Unauthorised returns will not be accepted and shipping costs will be at your expense.

  • If approved, we will provide a return shipping label and instructions.

Step 3: Damaged or Defective Items

  • Contact us immediately with photos, product details, and a description of the issue.

  • Depending on the situation, we may offer a refund or store credit.

5. Non-Returnable Items

  • Perishable goods

  • Custom or personalised products

  • Personal care items (e.g., cleaning cloths, soaps, toothbrushes, glass bottles)

  • Sale or promotional items, gift cards

6. Refunds

Approval Process:

  • Once your request is reviewed, we will notify you of the refund status.

  • Approved refunds will be issued to your original payment method.

Timeline:

  • NZ Refunds: 5–20 business days (processing + review)

  • International Refunds: 15–30 business days

  • Bank processing may add 5–10 business days

7. Shipping Claims

  • For lost or damaged items in transit, please file claims directly with the carrier.

  • EKOH-STORE cannot accept responsibility for transit-related issues.

8. Order Cancellation by EKOH-STORE

  • We reserve the right to cancel any order at any time.

  • If we cancel an order through no fault of the customer, a full refund will be issued.

9. Important Notes

  • NCP claims must follow the outlined process.

  • EKOH-STORE does not provide warranties for product performance or longevity.

  • Always read product labels for safe use and storage.

10. Contact Us

For written notices, claims, or feedback:
Email: support@ekoh-store.com

Please note this email is monitored weekly.

Thank you for supporting our small Kiwi business. We value your feedback and are happy to help with any concerns.

Updated 08/02/26