Refund policy

Return And Refund Policy

Last updated: 15 July 2026

At Ecohub NZ, we want you to love your order as much as we do. Every product is carefully packed and checked before it leaves our hands, but if something isn't quite right, we'll do our best to make it right - fairly and responsibly.

Natural Wood Variations

Please note that our products are made from natural wood and bamboo. As a result, variations in colour, grain pattern, and minor natural blemishes are normal and make each piece unique. These natural characteristics are not considered faults or defects.

Returns (Change of Mind or Incorrect Items)

We accept returns within 30 days of delivery for change of mind or incorrect items, provided that:

  • The item is unused, unwashed, and in its original condition and packaging.
  • You contact us within 30 days of receiving your order to request a return.

Return shipping costs are the customer's responsibility, and we recommend using a tracked courier service to ensure your parcel arrives safely back to us.

Once we receive and inspect your return, we'll issue a full refund to your original payment method, excluding the original shipping cost. This applies to any eligible item(s) returned in line with the conditions above.

Refunds (Damaged or Faulty Items Only)

If your order arrives damaged or faulty, you are entitled to a full refund, including return shipping where applicable.
Please contact us within 7 days of receiving your order and provide:

  • Your order number
  • A short description of the issue
  • Clear photos or videos showing the fault or damage

Once we've verified the issue, we'll process a full refund to your original payment method as soon as possible.

How to Start a Return or Refund Request

  1. Email contact@theecohub.nz with your order number and reason for contact.
  2. If it's a change-of-mind return, we'll provide the return address and details for your refund.
  3. If it's a damaged or faulty item, please include supporting photos or videos - once confirmed, your full refund will be processed promptly.
  4. You'll receive a confirmation email once your return or refund has been completed.

Need Help?

If you have any questions about returns or refunds, please contact us at contact@theecohub.nz. We're always happy to help and aim to resolve every issue quickly and fairly.