Overview

New Zealand consumer law sets out various guidelines that New Zealand business must follow in regards to refunds, exchanges, returns etc for New Zealand customers. We encourage you to read the Consumer Guarantees Act (CGA) for further information. Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we can’t offer you a full refund or exchange.

Faulty Items:
If you do believe that your ordered items are somehow faulty, please contact us at dunedin@erban.co.nz. If an item is returned to us and found to be faulty, we will pay for your costs of returning the item (within New Zealand only).

Products We Can’t Refund/Return:
We are unable to offer refunds/returns for purchases of sale items, clearance items, treatments & vouchers. We also do not accept refunds or returns on products that are intimate or sanitary goods and some health and cosmetic items. If you are unsure or want more information then contact us at dunedin@erban.co.nz

To complete a return, we will require a receipt or proof of purchase. Please do not send your purchase back to the manufacturer. Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Exchanges:
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at dunedin@erban.co.nz and send your item to:
Erban Spa
50 City Road,
Roslyn,
Dunedin 9010

Shipping returns:
To return your product, you should mail your product to:
Erban Spa
50 City Road,
Roslyn,
Dunedin 9010

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Need help?
Contact us at dunedin@erban.co.nz for questions related to refunds and returns.