Returns Policy

Effective Date: 1 April 2026

At b2b.ecotanka.nz, 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, while reflecting our B2B wholesale business model.

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.

As a wholesale customer, we do not have to provide a refund if you change your mind. However, we may accept a return for unused, unopened products in their original packaging within 14 days of delivery, subject to approval. 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.

We may not accept returns or provide refunds 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 from delivery (change of mind)    - The product was purchased on clearance or marked "Final Sale" (unless faulty)
  - Bulk orders or custom products are not returnable unless faulty
  - Damage caused by misuse, negligence, or failure to follow care instructions 

Refunds will 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 or fraudulent transactions: Full refund, including shipping. Please also contact your bank immediately. 

Wholesale customers ordering in bulk (full cartons or custom orders) are subject to additional return restrictions. Due to the nature of bulk products, returns may only be accepted for faulty goods, not for change-of-mind returns. Please ensure your order details are confirmed before placing large or customized orders.

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.

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 between 1:00 PM – 6:00 PM NZ local time, Monday–Friday