Our Refund & Returns Policy explains what to do if something isn’t quite right with your EarthSynergy purchase.
We take care to inspect our products before sending them to you. However, if you have a problem with your order, please get in touch and we’ll do our best to help.
⬡ Faulty, Damaged or Incorrect Products
If your purchase is faulty, arrives damaged, doesn’t match its description or isn’t fit for its intended purpose, please contact us at kirsty@earthsynergy.co.nz.
Include your order number, a description of the problem and photographs where possible.
Under the New Zealand Consumer Guarantees Act 1993, you may be entitled to a repair, replacement or refund, depending on the circumstances.
Your rights under the Act are not restricted by our change-of-mind return timeframes, and you do not need to retain the original packaging to exercise those rights.
⬡ Change-of-Mind Returns & Exchanges
We understand that sometimes a purchase may not be quite what you expected.
Although we do not offer refunds for a change of mind, we are happy to consider an exchange or EarthSynergy store credit under the following conditions:
- Contact us within 14 days of receiving your order.
- The item must be unused and in its original saleable condition.
- Proof of purchase must be provided.
- Original packaging should be included where reasonably possible.
Store credit is issued for the original purchase price of the returned item, excluding postage.
Customers are responsible for return postage costs on change-of-mind returns.
Returns After 14 Days
We may also consider an exchange or store credit for unused items returned within four weeks of purchase, provided they remain in their original saleable condition.
Please contact us before returning anything, as these later returns are accepted at our discretion.
These conditions apply only to voluntary returns and do not affect your statutory consumer rights.
⬡ Hygiene-Sensitive Products
For hygiene and safety reasons, Yoni Eggs and Yoni Wands cannot be returned or exchanged simply because you have changed your mind.
Please take time to review the product information before purchasing.
This exclusion does not affect your rights under the Consumer Guarantees Act if a product is faulty, incorrectly described or otherwise fails to meet applicable consumer guarantees.
⬡ Sale Items
Sale items are subject to the same change-of-mind return conditions as other products unless a specific promotion clearly states otherwise.
All sale items remain covered by applicable New Zealand consumer protection laws.
⬡ Cancelling an Order
Need to cancel an order or correct a mistake? Please contact us as soon as possible.
Orders that haven’t been dispatched can be cancelled, with a refund issued to your original payment method.
Once an order has been dispatched, our usual returns conditions will apply, subject to your legal rights.
⬡ How to Return an Item
Please email kirsty@earthsynergy.co.nz before sending anything back so we can discuss your return and confirm the next steps.
Once your return has been approved, carefully package the item to prevent damage during transit.
Return Address:
EarthSynergy
142 Nuffield Avenue
Marewa
Napier 4110
New Zealand
We recommend using a tracked delivery service for valuable items.
For change-of-mind returns, postage costs are the customer’s responsibility. Where an item fails to meet the requirements of the Consumer Guarantees Act, we will cover reasonable return costs where required by law.
⬡ Refund Processing
Once we have received and assessed your returned item, we’ll contact you to confirm the outcome.
Where a refund is approved, it will generally be issued through your original payment method.
Processing times may vary depending on your bank or payment provider.
If you haven’t received an expected refund, please check with your payment provider before contacting us.
⬡ Your Consumer Rights
Nothing in this policy limits or excludes your rights under the New Zealand Consumer Guarantees Act 1993 or other applicable consumer protection laws.
For more information, visit Consumer Protection New Zealand.
⬡ Questions About Returns?
If you have any questions about a purchase, refund or exchange, please contact us at kirsty@earthsynergy.co.nz.
We’re happy to help you find a suitable solution.