Refund policy

We want to make sure any issue with your Ecoware order is resolved promptly. Please check your order when it arrives and contact us as soon as possible if anything is damaged, incorrect or missing.

1. Returns

If you would like to request a return or exchange, please contact hello@ecoware.co.nz within 7 days of the invoice date.

To be eligible for a return, products must:

  • be unopened and unused;

  • be in the same condition in which they were received;

  • remain in their original packaging; and

  • not have been written on, marked, damaged or otherwise defaced.

These requirements reflect the food-contact nature of our products and our need to ensure returned products remain suitable for supply.

Returns must be approved by Ecoware before products are sent back to us.

2. Damaged, incorrect or incomplete orders

Please check your goods promptly after delivery.

If your order arrives damaged, contains an incorrect product or is incomplete, contact hello@ecoware.co.nz as soon as possible with your order details and information about the issue.

We will assess the issue and contact you about the appropriate resolution.

3. Return shipping

For approved returns that are not the result of an error by Ecoware, you are responsible for the cost of returning the products to us.

Shipping costs are refunded or credited at Ecoware’s discretion. Where a return is due to a change of mind or an incorrect product being ordered, and Ecoware arranges return freight at your request, the cost of that freight may be deducted from your refund or credit.

Where a return is required because Ecoware supplied an incorrect product or the product was damaged or otherwise supplied incorrectly, we will advise you of the appropriate return arrangements.

When arranging your own return shipping, we recommend using a trackable shipping service. Ecoware cannot process a return until the returned products have been received.

4. Return address

If your return is approved, an Ecoware representative will provide the appropriate return address and instructions.

Please do not send products to an Ecoware location without prior approval, as this may delay or prevent us from processing your return.

5. Credits and refunds

Once an approved return has been received and inspected, we will advise you of the outcome.

Where a return is accepted, any refund or credit for the returned product(s) will be calculated based on the amount originally charged. Ecoware will then arrange the applicable credit, refund or exchange.

6. Heat-sensitive products

Some Ecoware products, including PLA cold cups, straws, deli bowls and lids, are sensitive to high temperatures and must be stored and handled appropriately.

Heat-sensitive products should not be left outdoors or exposed to excessive heat. Ecoware is not responsible for damage caused by inappropriate storage or heat exposure after delivery, to the extent permitted by law.

7. Contact us

To request a return or exchange, or to report a problem with your order, contact:

hello@ecoware.co.nz

We aim to respond to return enquiries within 2 working days.

Nothing in this policy is intended to exclude, restrict or modify any rights or remedies that cannot lawfully be excluded, restricted or modified.

Last updated: September 2026