Returns & Exchanges

14-Day Return Policy

You have 14 days from the date of receiving your item to request a return.

Return Eligibility

To be eligible for a return, your item must:

  • Be in the same condition as when you received it
  • Be unworn or unused
  • Include all original tags
  • Be in its original packaging
  • Have a receipt or proof of purchase

Damages & Issues (Faulty Items)

Please inspect your order immediately upon delivery. If your item appears damaged, defective, or not functioning as expected, contact us right away.

If you notice the product is not working properly after use, please provide a short video showing how you are operating the item. This allows us to identify whether it is a genuine fault or another issue.

  • If it is confirmed as a warranty issue, we will send a replacement pack immediately.
  • If the item is working normally, we will provide troubleshooting guidance or standard return options.

Shipping costs will be refunded only for faulty products.

Change-of-Mind / Non-Faulty Returns

For items returned due to change of mind or reasons unrelated to a fault:

  • Returns are accepted within 14 days of purchase
  • The item must be in resellable condition
  • Products returned without original packaging, used, or damaged may not be eligible for a full refund, and a restocking fee may apply
  • Return shipping costs are the responsibility of the customer. Original delivery charges are non-refundable.

We will assess the item once received and process the appropriate refund. Shipping costs are not refundable for non-faulty returns.

Exchanges

To exchange an item, please initiate a return first. Once your return is approved, you can place a separate order for the new item.

Shipping Costs

  • Shipping costs are non-refundable (except faulty items).
  • If your order included free shipping, the actual area shipping cost incurred by Earth Lite will be deducted from your refund.
  • If you're unsure about shipping costs, we recommend contacting us before placing your order.

Refunds

Once we receive and inspect your return, we will notify you of the approval status.

  • Approved refunds will be processed automatically to your original payment method
  • Banks and credit card companies may take additional time to process and post the refund

For any further assistance, feel free to reach out to us at earthlite.nz@gmail.com.