Refunds and Returns Policy

Kia ora and thank you for supporting our work. We want you to feel confident when purchasing from us, and we aim to be fair, transparent, and consistent in how we handle refunds and returns.
This policy is designed to align with New Zealand consumer law, including the Consumer Guarantees Act 1993 and the Fair Trading Act 1986.

Your Rights Under New Zealand Law

Under the Consumer Guarantees Act, you are entitled to a repair, replacement, or refund if a product:

  • Is faulty or damaged
  • Is not fit for its intended purpose
  • Does not match its description

If the issue is considered minor, we may choose to repair or replace the item.
If the issue is substantial, you may choose a refund, replacement, or compensation.

Change of Mind

We understand that sometimes things don’t work out as expected. However, we are not required to provide refunds or exchanges if you change your mind.
At our discretion, we may offer an exchange or credit for unused items that have
been returned in original condition and packaging within 14 calendar days of
purchase. Proof of purchase is required.

Returns Process

To request a return or raise an issue, please:

  1. Email us at hello@elevate.org.nz or contact us on +64 9 636 4763
  2. Provide your proof of purchase, photos and details of the issue.
  3. Wait for confirmation and next steps before returning any items

Where required, items should be returned:

  •  In their original condition (unless faulty)
  • With all original packaging where possible

We will keep you informed throughout the process and aim to resolve matters
promptly.

Refunds

If a refund is approved, it will be processed using the original payment method.
Please allow 20 calendar days for the refund to be completed once approved.

Shipping Costs

  • If a product is faulty or does not meet consumer guarantees, we will cover
    reasonable return shipping costs which will be advised at the time we are
    communicating with you around the return of your item.
  • For change-of-mind returns (if accepted), return shipping costs are the
    responsibility of the customer.

Please note that the return for products change-of-mind (if accepted) is at your cost.
We do not refund any shipping costs charged if the products are subsequently returned or exchanged.

Contact Us

If you have any questions or concerns, please reach out:
Elevate Christian Disability Trust
Email: hello@elevate.org.nz
Phone: +64 9 636 4763
Elevate values your support and will always do our best to resolve any issues in a way that is fair and respectful.
Thank you again for being part of what we do.