Refund & Returns Policy

Refund & Returns Policy

Last Updated: 2024

At ECU Shop NZ, your satisfaction is our priority. We stand behind our products with a 30-day money-back guarantee and are committed to making the returns process simple and fair.

30-Day Money-Back Guarantee

If you are not completely satisfied with your purchase, you may return it within 30 days of the delivery date for a full refund — no questions asked, subject to the conditions below.

How to Return an Item

  1. Email us at info@ecushop.co.nz with:
    • Your order number
    • The reason for your return
    • Photos of the product (required if the item is faulty or damaged)
  2. We will respond within 2 business days with return instructions and a return address
  3. Ship the item back to us — return shipping costs are the customer's responsibility unless the item is faulty

Return Conditions

To be eligible for a refund, items must be:

  • Unused — not installed or activated
  • In their original packaging with all accessories and documentation included
  • Returned within 30 days of the delivery date

Refund Process

  • Once we receive and inspect the returned item, we will notify you by email
  • Approved refunds are processed within 5–7 business days
  • Refunds are returned to the original payment method used at checkout

Exceptions — Non-Refundable Situations

We are unable to offer refunds in the following circumstances:

  • Products that have been damaged due to incorrect installation
  • Products showing signs of misuse, modification, or physical damage caused by the customer
  • Items returned after the 30-day window (unless covered by warranty or statutory rights)

Faulty or Defective Products

If your product is faulty or not as described, you are entitled to a full refund or replacement regardless of the 30-day window, in accordance with your rights under the Consumer Guarantees Act 1993. Please contact us with photos and your order details as soon as possible.

Your Statutory Rights

Nothing in this policy limits or excludes your rights under New Zealand consumer law, including the Consumer Guarantees Act 1993 and the Fair Trading Act 1986. You have statutory guarantees that products are of acceptable quality, fit for purpose, and match their description.

Afterpay Refunds

If your original purchase was made via Afterpay:

  • Refunds are processed back to your Afterpay account
  • Afterpay will adjust your repayment schedule accordingly
  • For queries about your Afterpay account, please contact Afterpay directly

Contact Us

If you have any questions about a return or refund, we're here to help:

Email: info@ecushop.co.nz

We aim to respond to all enquiries within 1–2 business days.