Returns & Refunds Policy
Effective Date: 6th September 2025
At nz.ecotanka.shop, we are committed to providing high-quality products and excellent customer service. This Returns Policy is provided in accordance with the Consumer Guarantees Act 1993 (CGA) and other applicable New Zealand laws.
Your Consumer Rights
Under the CGA, all goods sold to New Zealand consumers come with guarantees that they will:
- Be of acceptable quality
- Be fit for their intended purpose
- Match their description and any samples or models shown
- Last for a reasonable amount of time
If your item is faulty or does not meet the guarantees under the CGA, you may be entitled to a repair, replacement, or refund.
Change of Mind Returns
We do not have to provide a refund if you change your mind. However, at our discretion, we may accept a return for unused, unopened products in original packaging within 14 days of delivery. If accepted, you may be eligible for:
- An exchange
- A store credit
- A refund (minus original shipping charges)
Return shipping costs are the responsibility of the customer in change-of-mind cases unless the item was sent in error.
Returns Not Accepted
Returns or refunds may not be accepted in the following cases:
- The item has been used, damaged, or is not in its original condition
- The return request is made after 14 days (change of mind)
- The product was purchased on clearance or marked “Final Sale” (unless faulty)
- Damage caused by misuse, negligence, or failure to follow care instructions
Refunds
Refunds will always be processed to your original payment method within 5–10 business days once approved.
Refund handling depends on the situation:
- Returned goods (Change of Mind if accepted): Only the purchase price is refunded. Original shipping is excluded.
- Faulty or damaged items: Full refund, including original shipping.
- Orders canceled before shipping: Full refund, including all shipping charges.
- Shipment lost in transit: Full refund, including shipping.
- Unauthorized/fraudulent transactions: Full refund, including shipping. Please also contact your bank immediately.
How to Request a Return
To request a return or report a faulty product:
- Visit our support portal: help.ecotanka.com
- Submit a request with your order number, product details, and a short description of the issue
- Attach photos if your item is damaged or defective
- Our team will review your request and respond within 2 business days
If your return is approved, we will provide you with return instructions.
Contact Us
If you have any questions about this policy or need support, please contact:
ecotanka New Zealand Support portal:
help.ecotanka.com Phone: 03 668 5264
(Available Monday–Friday, 1:00 PM – 6:00 PM NZ local time)
