Your rights under New Zealand consumer law
Returns & Refund Policy
Effective Date: June 2026
Etica Equine Charitable Trust appreciates your support through the purchase of our merchandise. As a New Zealand registered charitable trust, we aim to provide quality products and fair customer service while complying with New Zealand consumer law.
1. Your Rights Under New Zealand Law
When you purchase merchandise from Etica Equine Charitable Trust, your rights are protected under the Consumer Guarantees Act 1993.
Products sold by us must:
- Be of acceptable quality
- Match their description and images
- Be fit for their intended purpose
- Arrive in good condition
If a product does not meet these guarantees, you may be entitled to a repair, replacement, or refund as provided under New Zealand consumer law.
2. Faulty, Damaged, or Incorrect Items
If you receive merchandise that is:
- Faulty
- Damaged during delivery
- Incorrectly supplied
- Significantly different from what was advertised
Please contact us within 14 days of receiving your order.
Where required by New Zealand law, we will:
- Repair the item
- Replace the item
- Provide a refund
For serious faults, you may choose between a replacement or a full refund.
To help us process your request, please provide:
- Your order number
- A description of the issue
- Photographs showing the fault or damage
3. Change of Mind Returns
As merchandise sales help fund independent equine research, we do not offer refunds for change-of-mind purchases unless required by law.
At our discretion, we may offer an exchange or store credit where:
- The item is returned within 14 days of delivery
- The item is unused and unworn
- Original tags and packaging are attached
- The customer covers return shipping costs
4. Clothing and Apparel Sizing
Please check sizing charts carefully before placing your order.
We do not provide refunds where the correct size ordered has been supplied.
Where stock is available, we may offer an exchange for another size if:
- The item has not been worn or washed
- Tags remain attached
- The item is returned within 14 days of receipt
Customers are responsible for return postage costs for size exchanges.
5. Sale and Limited Edition Items
Sale items, fundraising specials, and limited-edition merchandise cannot be returned for change of mind.
Your rights under the Consumer Guarantees Act still apply if the item is faulty.
6. Gift Cards
Gift cards and electronic vouchers:
- Cannot be redeemed for cash
- Cannot be refunded unless required by law
- May be transferred to another person
7. Return Shipping
If the product is faulty, damaged, or incorrectly supplied, Etica Equine Charitable Trust will cover reasonable return shipping costs.
For change-of-mind returns or exchanges, the customer is responsible for all return shipping costs.
We recommend using a tracked courier service, as we cannot be responsible for items lost in transit.
8. How to Request a Return
Please contact us before returning any merchandise:
Etica Equine Charitable Trust
Email: info@eticaequine.com
Website: www.eticaequine.com
Please include:
- Full name
- Order number
- Description of the issue
- Photos if applicable
We aim to respond within 5 business days.
9. Consumer Rights
Nothing in this policy limits or excludes any rights or remedies available to consumers under the Consumer Guarantees Act 1993, Fair Trading Act 1986, or any other applicable New Zealand legislation.
Supporting Independent Equine Research
Every merchandise purchase helps fund independent horse welfare and research initiatives through Etica Equine Charitable Trust. We appreciate your support and thank you for helping advance independent equine research and education.
