Refund, Returns & Shipping Policy

Overview

Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we can’t offer you a full refund or exchange.

To be eligible for a return, your item must be unused, non damaged and in the same condition that you received it. It must also be in the original packaging and still contain 3 months of saleable expiry date remaining.

Several types of goods are exempt from being returned. Perishable goods such as food and supplements cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

Additional non-returnable items:

Gift cards
Used and open medicines (unless approved my EA management in writing prior to arrival of goods)
Used and open surgical instruments and sutures (unless approved my EA management in writing prior to arrival of goods)
Downloadable software products
Some health and personal care items

To complete your return, we require a receipt or proof of purchase and invoice number associated along with reason for return request.

Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted:

Product was sent out with less than 2 months expiry and not formally notified to customer to approve prior to dispatch.
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

We reserve the right to charge a restocking fee in certain situations of $2 per kg of product weight to cover destruction costs.

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, credit account or original method of payment, within a certain amount of days no longer than 20 days from date of notification of refund.

Late or missing refunds

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 info@ethicalagents.co.nz

Sale items

Only regular priced items may be refunded. Sale items cannot be refunded.

Exchanges

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at info@ethicalagents.co.nz and send your item to: 54 Hobill Avenue, Wiri, Auckland 2104, New Zealand.

Shipping returns

To return your product, you should mail your product to: 54 Hobill Avenue, Wiri, Auckland 2104, New Zealand – Attn: WAREHOUE RETURNS.

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 returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Shipping policy

All goods are dispatched from our warehouse using Post Haste group couriers. All items contain a tracking number that can be provided upon request to our office team.

If goods are damaged in transit the couriers will notify us and our team will notify you of the delay.

If there is a damaged good in your shipment, we will replace your damaged item at no cost and resend it to you freight free. Any damaged goods will be returned to our warehouse directly from the courier depot at our cost or collected by an EA staff member. Upon purchase you will receive the tracking details of your order if requested so that you know it’s progress.

We do not guarantee fixed delivery dates of shipments due to the changing conditions within transport but rest assured that we do everything possible to provide secure and consistent shipping for our products.

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