Refund policy

 

EKOH-STORE Return, Refund & Cancellation Policy (RRCP)

At EKOH-STORE, we strive to ensure fairness and transparency in handling order cancellations refunds and if required returns. Below is a summary of our policy. If you have any questions or concerns, we’re happy to help please contact us.

Our preference is no product returns as this goes against our ethos regarding suitability - rather we encourage you to regift the item and we will refund you as outlined below.

Please read the key points below carefully. 

Key Points

  1. All Sales Are Final
    Except as outlined below, all sales are considered final, and you agree there are no automatic rights to cancel an order, return a product, or receive a refund.

  2. Non-Conforming Products (NCP)
    If you receive a defective, damaged, or incorrect product, we will take full responsibility. You have 7 days from the date of receipt to request a refund for NCPs.

  3. Return Eligibility (not our preferred choice - please regift or request an NCP)

    • The item must be unused, unopened, and in its original condition and packaging.
    • Proof of purchase is required.
    • Returns for items purchased through retail partners or marketplaces are not accepted.

  4. Change of Mind
    Unfortunately, we do not accept returns for change of mind or order cancellations once the product has shipped.

How to Request a Return

  1. Start a Return Request
    Email support@ekoh-store.com with details of your order, including the receipt. If approved, we’ll send you a return shipping label and instructions.

  2. Damaged or Defective Items
    Contact us immediately if your item is defective, damaged, or incorrect. Please provide photos, product details, and a description of the issue. We may offer store credit or a refund based on the situation.

  3. Return Approval
    Do not send items back without approval; they will not be processed an you will need to pay costs.

Non-Returnable Items

  • Perishable goods, custom products, personal care items (e.g., cleaning cloths, soap bars, beauty products, toothbrushes, glass bottles).
  • Sale, promotional items, and gift cards.

Refunds

  1. Approval Process
    Once we revied your requests, we’ll notify you of the refund status. If approved, the refund will be processed to your original payment method.

  2. Timeline

    • NZ Refunds: 5–20 business days for review and processing.
    • International Refunds: 15–30 business days 
    • Bank processing times may add 5–10 business days.

Shipping Claims

For loss or damage in transit, you must file claims directly with the carrier. EKOH-STORE is not responsible for transit-related issues.

Order Cancellation by EKOH-STORE

We reserve the right to cancel any order at any time. If cancellation occurs through no fault of your own, we will issue a full refund.

Important Notes

  • NCP claims must follow the outlined process.
  • We do not provide warranties for product performance or longevity. Please read product labels for safe use and storage.

For additional details, refer to our Terms & Conditions. Written notices or claims should be emailed to support@ekoh-store.com.

Thank You!
We appreciate your support of our small Kiwi business. If you have suggestions or feedback, don’t hesitate to contact us. Happy shopping!

Updated 04/01/25