FAQs - Pricing & returns
FAQs - Pricing & Returns
What currency are prices displayed in?
Prices are displayed in NZD (New Zealand Dollars) by default. We ship internationally and accept multiple currencies at checkout.
Do you offer discounts or promotions?
Yes! We regularly offer promotions and discounts. Sign up for our email newsletter to be the first to know about sales, special offers, and exclusive deals.
Do you have a price match guarantee?
We strive to offer competitive pricing on all our eco-friendly products. If you have questions about pricing, please contact us at support@ekoh-store.com.
What is your return policy?
All sales are final except for defective, damaged, or incorrect products. Please review our full Refund Policy for complete details.
How do I return a defective or damaged item?
If you receive a defective or damaged item:
- Contact us within 7 days of receipt at support@ekoh-store.com
- Include your order number, proof of purchase, and photos of the issue
- Do not send items back without approval
- We'll provide a return shipping label and instructions if approved
What items cannot be returned?
The following items are non-returnable:
- Perishable goods
- Custom or personalised products
- Personal care items (cleaning cloths, soaps, toothbrushes, glass bottles)
- Sale or promotional items
- Gift cards
How long do refunds take?
Refund timelines:
- NZ Refunds: 5–20 business days
- International Refunds: 15–30 business days
- Bank processing may add 5–10 business days
Can I cancel my order?
Change of mind or cancellations after shipping are not eligible for return. Please contact us immediately if you need to cancel an order that hasn't shipped yet.
Do you offer exchanges?
We focus on refunds rather than exchanges due to sustainability considerations. If you receive a defective item, we'll issue a refund or replacement.
