Returns & Refunds

Returns & Refunds

Below is our Returns and Refunds Policy. We aim to provide a service you can be satisfied with. When you make a claim, we will act promptly to investigate the return or refund request. 

All products listed on our website are covered by our Returns and Refunds Policy.

Faulty, Damaged or Incorrect Goods Returns

The Consumer Guarantees Act sets out minimum standards for goods sold online. If you are unhappy with your purchase for any reason, you should contact ECP to raise your concerns. We will do our best to solve the issue in a timely manner. 

Faulty Goods

We pride ourselves on quality products, but there is always the possibility that a product is delivered with a fault or develops a fault later on. Under the Consumer Guarantees Act, in the event that goods sold are deficient or are faulty, the seller has the right to repair, replace or refund the product. Please follow the procedure below to return the product for inspection.

Damaged Goods

We aim to pack our products carefully and send them using an appropriate delivery method. Your order should arrive in excellent condition. Very occasionally a parcel may get squashed and products to become damaged during delivery. If you suspect your product has been damaged during delivery please keep the package in which the product came, as the courier may need to inspect it. Follow the procedure below to organise a replacement product.

Incorrect Goods

If you have received the wrong product, we apologise for the inconvenience. You can exchange or refund, please contact ECP to discuss. We will happily organise an exchange once the incorrect item has been returned in a resalable condition.

HOW TO MAKE A RETURN

1. Contact ECP to let us know that you wish to return or exchange a product, contact@ecp.co.nz. 

2. We will send you instructions explaining what to do, including how to return the product. 

3. Where your return results in a refund rather than product replacement, your total refund will be the cost of the original product purchased together with any associated postage (plus reasonable return postage costs). We will make the refund to your account after we receive your account number.

If you have any questions regarding our return policy, please contact ECP.

 

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