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Our Returns Process

    1.  Contact us via our contact us page. In the email make sure you state the order number and the issue so that we can try and help solve the problem.
    2. If we reply saying that we are happy for you to return the item you need to package up the item safely and ship it back to us at the indicated return address that we email you.
    3. Once we get the item back we will assess the item and contact with you with an outcome. 
    Disclaimer: It is your responsibility to make sure the item arrives back safely with us if you want us to consider accepting the return. For this reason we recommend you use a tracked shipping method to get it back to us. If we agree to the return of items due to change of mind then the refund will be issued onto a gift card (in most cases). 

    We cannot accept change of mind returns on supplements and beauty blends that have been opened. This is due to health and safety reasons.

    Our policy lasts 10 days. If 10 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

    Additional non-returnable items:
    - Gift cards
    - Downloadable products

    There are certain situations where only partial refunds are granted (if applicable)
    - Any item not in its original condition, is damaged or missing parts for reasons not due to our error
    - Any item that is returned more than 30 days after delivery

    Refunds (if applicable)
    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

    Late or missing refunds (if applicable)
    If you haven’t received a refund yet, first check your bank account again.
    Then contact your credit card company, it may take some time before your refund is officially posted.
    Next contact your bank. There is often some processing time before a refund is posted.
    If you’ve done all of this and you still have not received your refund yet, please contact us at support@eugaia.co.nz

    Sale items (if applicable)
    Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

    Exchanges (if applicable)
    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 support@eugaia.co.nz 

    If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

    Extra Topics 

    You will be responsible for paying for your own shipping costs for returning your item due to a change of mind. Shipping costs are non-refundable. If you receive a change of mind refund, the cost of shipping will be deducted from your refund. 

    You should consider using a trackable shipping service when returning items.