Refund policy

Returns:
We have a 30 day return policy. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Several types of goods are exempt from being returned. Perishable goods such as food, cannot be returned. We also do not accept products that are intimate or sanitary items.

Additional non-returnable items:
Gift cards
Downloadable software products
Some health and personal care items

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

Please get in touch to book the return, do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds will be granted (if applicable):
A book with obvious signs of use.
Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
Any item that is returned more than 30 days after delivery.

Refunds:
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 couple of days.

Change of mind:
In line with the Consumer Guarantees Act, Earthlove will not accept a request for cancellation if you simply change your mind, unless Earthlove chooses to do so at its absolute discretion.

If Earthlove does, at its absolute discretion, accept a request for cancellation simply due to change of mind, the customer will be obliged to pay any payment processing fees, restocking / shipping fees, and any other fees incurred by Earthlove.

Late or missing refunds (if applicable):
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at hello@earthlove.co.nz.

Sale items:
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Shipping:
To return your product, get in touch and we will confirm next steps with you.

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 return 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 can’t guarantee that we will receive your returned item.