Refund policy


Returns

We accept returns for unused, unopened, and non-perishable items within 7 days of delivery.

To be eligible for a return:

  • the item must be unused,
  • in its original packaging,
  • and in resalable condition.

Please contact us before returning any item. Unauthorised returns may not be accepted.

To request a return, please email us at info@ecowellnesslab.co.nz with your order number and details of the item you wish to return.

Damaged, Incorrect, or Faulty Items

All orders are carefully checked before shipping. However, if your item arrives damaged, faulty, or incorrect, please contact us within 7 working days of receiving your order.

To help us assess the issue, please email clear photos of:

  • the item received,
  • the packaging,
  • and any damage or fault.

Once reviewed, we will work with you to resolve the issue as quickly as possible.

Non-Returnable Items

For food safety, hygiene, and product integrity reasons, we cannot accept returns or exchanges for:

  • fermentation cultures and starter cultures,
  • food and drink products,
  • opened consumable products,
  • personal hygiene or sterile items,
  • perishable products,
  • or items marked as final sale.

We reserve the right to refuse returns for items that have been opened, used, damaged, altered, or are not in resalable condition.

Return Shipping

Customers are responsible for return shipping costs unless the item is faulty, damaged, or incorrect.

We recommend using a tracked shipping service, as we cannot guarantee receipt of returned items.

Exchanges

If an exchange is approved, we recommend returning the original item first and placing a new order for the replacement item to ensure the fastest processing.

Refunds

Once an approved returned item has been received and inspected, refunds will be processed to your original payment method within 10 business days.

Please note that banks and payment providers may require additional processing time for the refund to appear in your account.

If more than 15 business days have passed since your refund was approved, please contact us at info@ecowellnesslab.co.nz.

Contact Us

For any questions regarding returns, refunds, or exchanges, please contact:

Eco Wellness Lab
info@ecowellnesslab.co.nz