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REFUND POLICY

Rest assured, if you are having any issues with your products we are here to help!

Firstly, be sure to get in contact with our amazing customer service team at hello@ecoluxeliving.co and we will help you figure it out! 

Please ensure you provide your name and order number


REFUNDS & RETURNS
We accept returns within 30 days of purchase. To be eligible for a return, your item must be unused, in the original packaging and in the same condition that you received it. 

NON-RETURNABLE ITEMS
Store credit/Gift cards
Downloadable software products
Health and personal care items

To complete your return, we require a receipt or proof of purchase.

Please send your return to:
EcoLuxe Living
109 Te Manatu Drive 
Huntington
Hamilton 3210
Waikato
New Zealand

There are certain situations where only partial refunds are granted (if applicable):
      • Item with obvious signs of use or that has been opened
      • Item not in its original condition, is damaged or missing parts for reasons not due to our error
      • Item that is  returned more than 30 days after delivery

NZ & AUSTRALIA REFUNDS (IF APPLICABLE) 
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.


REST OF THE WORLD REFUNDS/EXCHANGES (IF APPLICABLE)
We offer a refund ONLY for faulty items and require photo or video evidence of the fault in order to process a refund. 
We do not offer exchanges for faulty items.


FAULTY ITEMS
                        Faulty items DO NOT include:
      • General wear and tear
      • Damage caused by incorrect washing
      • Damage caused by negligence and misuse

REST OF THE WORLD RETURNS (IF APPLICABLE)
We accept returns within 30 days of purchase.
The customer is responsible for all return shipping costs.
The returned item must be in unused condition and in the original packaging.
Once the item is received, inspected by us and a refund is approved, the original shipping costs will be deducted from the refund.

LATE OR MISSING REFUNDS (IF APPLICABLE) 
Typically refunds take 5 business days to appear in your account.
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company/bank, it may take some time before your refund is officially posted.
If you’ve done all of this and you still have not received your refund yet, please contact us. 


SALE ITEMS (IF APPLICABLE)
Only regular priced items may be refunded or exchanged. Unfortunately sale items cannot be refunded or exchanged.


EXCHANGES (IF APPLICABLE) 
New Zealand & Australian customers only.
We only replace items if they are defective or damaged. If you need to exchange it for the same item, contact us and send your item to: 109 Te Manatu Drive, Huntington, Hamilton 3210, Waikato, New Zealand. You MUST put your name and order number into the package somewhere (you can write this on the shipping label or pop a note into the returning item, this is important so that our dispatch team will know who to refund the item to).


GIFTS
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a store credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

SHIPPING
To return your product, please mail it to: 109 Te Manatu Drive, Huntington, Hamilton 3210, Waikato, New Zealand. Please ensure you also provide your order number somewhere in the returned parcel.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.
If you receive a refund, the cost of original shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item, so please retain your tracking number in the event that returned shipping items are lost in transit.
0064-22-120-1001