Refund policy

SECTION 23 - RETURNS 

A. CHANGE OF MIND POLICY

If you are not satisfied with your Eva product you are eligible for a "Change of Mind" return if you contact us within 14 days of receiving your product, subject to the terms and conditions below. 

As part of the returns process, we may also provide you recommendations to improve your experience with the product - we request that you consider these recommendations in the interest of giving the product its best shot of working for you.

We only accept returned products that are in as-new condition. If your product is damaged or stained (and not covered by warranty), you will be ineligible for a return. This means ensuring you have all the original pieces and that the fabric or timber is not damaged in any way. Your refund will be subject to an inspection when it returns to our warehouse.

Original packaging must be kept for all products. If the packaging is not kept, you'll need to source packaging in order for the goods to be returned to our nearest Auckland warehouse. Products must be used for their intended use, damage caused by misuse will result in voiding the change of mind return. 

If there are pieces that are missing, you will only be eligible for a partial refund for up to 60%, pending return of all pieces. Eva will not be liable for the costs incurred in returning the remaining pieces.

B. OUR RETURNS PROCESS

We require all customers to complete a product returns survey prior to processing their return. This helps us to continue to improve our products so we can continue our mission to reduce our return rates and become as environmentally sustainable as possible as a business. We want to make products that our customers love and keep forever - so we’re grateful for your support on this.

We will send you the returns survey process within 12 hours of you requesting a return. When we or our charity partners have received the product in ‘as new’ condition as per Section 24A, we will process a full refund. 

You are required to keep your product packaging. If you do not, we will request you to source your own cartons. We recommend cartons from other products you’ve bought recently that fit our products and can protect them adequately.

C. TRANSPORTING YOUR PRODUCT BACK TO US

For Auckland & Christchurch customers, we will arrange for your Eva product to be sent back to us free of charge. After you complete our returns survey, we will arrange to pick up the product from your address

If we schedule a pick up of your returned product, it is your responsibility to ensure the product is available for collection. This means that you will need to ensure that the product is in ‘as new’ condition, disassembled and ready for collection. If the product cannot be collected, the customer will not be eligible for a refund.

Should a collection be arranged as part of a return, and the item(s) are not made available for collection at the agreed time, a fee of $50 will be deducted from your refund once the return is completed.

D.  PROCESSING YOUR REFUND

We will refund you after we have received the product back at one of our warehouses or associated charities and if it has met the outlined criteria, minus the delivery fee charged.

The refund will be placed on the card or account that you used to purchase. Should you request a refund via alternative methods (such as a bank transfer to a different account) Eva may request proof that your original payment method is no longer available.

If you purchased via interest-free finance extra charges may apply by your finance provider. 

To be eligible for a return or refund, you must be a full paying customer and provide proof of purchase to complete the return.