Refund policy

If you have an issue with your EcoRoll order, please contact us so we can help.

Returns or exchanges can be requested within 30 days of receiving your order.

To request a return or exchange, email info@ecoroll.co.nz with your order number and the reason for your return. If your order has arrived damaged, please also include photos showing the issue.

Our Customer Care team will review your request and provide return instructions and the appropriate return address if your return is accepted. Please do not return an order before contacting us.

Return eligibility

To be eligible for a return:

• no more than five rolls may have been used;

• remaining rolls must be unused and show no visible signs of use; and

• the products should be returned in their original EcoRoll box where possible. If you no longer have the original box, please let us know when requesting your return.

Return shipping

For approved returns that are not the result of an error by EcoRoll, you are responsible for arranging and paying for return shipping.

If your order has arrived damaged, incorrect or otherwise has an issue attributable to EcoRoll, please contact us before arranging return shipping so we can advise you of the appropriate resolution.

Refunds and exchanges

Once your approved return has been received and inspected, we will confirm the outcome of your return.

Where applicable, we will arrange a refund or send a replacement order.

Nothing in this policy is intended to exclude, restrict or modify any rights or remedies that cannot lawfully be excluded, restricted or modified.

Last updated: September 2026