Returns & Refund Policy
Thank you for shopping at ecoNativa e-store.
Our customer satisfaction is extremely important to us. Any problems will be addressed in a friendly and efficient manner, with your total satisfaction as our over-riding guide. If the purchased product is in any way faulty (unopened, with undamaged packaging) you can return it within 10 days of purchase. All claims for refund, on whatever ground it may be, have to be received by us in written form within 10 days of product purchase.
We inspect the returned product upon being received. Refunds will be issued within 10 days in the original form of payment excluding shipping cost. A confirmation email will be sent.
You may receive your credit in a few days time should the product be deemed faulty.
Shipping Returned Product
Order number: _______ or include receipt of purchase.
PO Box 340 309
ALFA Medics New Zealand Ltd
Please wrap your returned product well (products that have been damaged in transit back to us will not be refunded) and return it to us with your order number as a reference to the above address, unless advised otherwise.
Returned Product Inspection
We endeavour to disclose the full ingredient list on each product.
We aren’t able to accept returns of opened products due to their contents.
Out of Stock Products
In the case of you placing an order for a product that subsequently becomes unavailable or there is a delay in delivery, we will contact you via email within 48 hours to advise you of the situation.
Occasionally, a product you order may be temporarily out of stock. In this case, we’ll contact you promptly to make arrangements to either substitute or delete the item or hold your order until the item becomes available again. Otherwise, we’ll refund you for any goods we can’t supply unless you agree to a substitute.
Damaged in Transit
We take every care to ensure our goods reach you in perfect condition and accept full responsibility for products damaged in transit. In the unlikely event your goods do not reach you in a satisfactory condition, please contact us.
We will gladly issue you with a refund or arrange a replacement where possible. Please keep any damaged items and packaging in the same condition as they are received and email us a photo of the damages. This can assist us in making a claim to the courier.
Damaged products on international parcels have to be assessed by a post shop/courier service near your address and issued with a damage report within 7 days of products received. We will not be able to refund for damaged products unless we receive a damage report from your country’s postal authority.
Lost in Transit
Lost in Transit
New Zealand shipment: We accept full responsibility for parcels lost in transit with the courier, provided we are notified within 7 days. We will resend your goods at no extra cost under the condition that the original parcel is returned to us if eventually delivered. We send replacement products in full faith that our customers will act honourably when making a claim under lost in transit category.
Parcels addressed incorrectly – our address labels are automatically generated from your customer file, and any error in the input of your delivery address is your responsibility. We accept no liability for loss of parcels due to customer’s providing us with an incorrect delivery address.
International shipment: we accept no liability for any goods lost in transit outside of New Zealand. Loss of international parcels is covered by chosen courier service according to their terms and conditions. New Zealand post/ shipping services provide compensation for successful claims. While we do not provide refunds or replacements for lost parcels we are happy to claim on your behalf for compensation from the New Zealand post/ shipping services and process a refund for you if the compensation is approved. Please contact us if you need us to launch an investigation or claim compensation for you.
Please note: NZ post’s terms and conditions dictate that an international investigation into a missing parcel can only be launched within a limited time after a parcel’s dispatch. For us to be able to assist you with regards to a missing parcel please contact us within 20 days of your parcel’s dispatch. After this time, we will, unfortunately, be unable to assist you.
Faulty Products or Incorrect Products Supplied
We endeavour to provide products in perfect condition and accept full responsibility for products received in a faulty condition.
Domestic customers – we will accept a return if a product is faulty or as a result of an error made by us (such as an incorrect item being delivered).
International customers – we are unable to resend products overseas. Please contact us so we can arrange a solution for you.
Change of Label or Packaging of Products
We update the labels as well as the packaging on the products we stock. While we endeavour to ensure the product images on our website of the stocked item you receive, we do not take responsibility for any labelling or packaging updates or changes that are not yet showing on our website.
Cancelling of Orders
Local buyer: We can cancel and refund a submitted order for you as long as it has not been dispatched. Please contact us as soon as possible to prevent the dispatch of your order. The purchase balance for the cancelled item(s) will be refunded to the same payment method used during the time of purchase. If you have paid with Internet Banking please provide us with your bank account details so the funds can be refunded back into your account.
International orders: Customs and import regulations vary widely between countries. Some of the products we sell via this website are prohibited for importation into certain countries. Unfortunately, it’s not possible for us to be aware of all of the regulations specific to any given country. Where we are aware of any particular import restrictions, we endeavour to make note of this on the product detail page.
It’s entirely your responsibility to ensure that any goods which you order are not prohibited/restricted within your delivery country. ALFA Medics New Zealand Ltd accepts no liability for the refund/replacement of any goods or any costs relating to or arising from, the importation or confiscation of any goods by your countries Customs Office or other government bodies. Likewise, any import duty or tax payable on your order is not our responsibility and is beyond our control.
If your order is returned to us due to banned/restricted products, a wrong address or refusal to pay fees, we will issue you a refund for products that are returned to us in a resalable condition. You will be responsible for any return shipping charges and for any additional customs fees for your returned package. Those charges will be deducted from your order total and the remaining balance is the amount that will be refunded.