Returns & Warranty Policy

We want you to be completely satisfied with your purchase. If you change your mind, you may return or exchange your item within 15 days of delivery, provided it remains in its original condition with all accessories, packaging, and proof of purchase.

• Eligible items: Pre-owned or refurbished devices.
• Not eligible: Brand-new sealed products unless found faulty.
• Shipping: EcoLoop covers shipping both ways — including “change of mind” returns. We provide a prepaid return label, or reimburse your cost if you send it back with a tracked courier yourself.

All refurbished and pre-owned devices come with a 12-month Return-to-Base (RTB) warranty, covering hardware or functionality faults not caused by misuse, liquid damage, or unauthorized repair.

If a defect occurs under warranty, we will repair or replace the device with an equivalent model. If repair or replacement is not possible within a reasonable time, a full refund will be issued.

• Shipping: EcoLoop covers shipping both ways — we provide a prepaid label to send the device in, and cover the cost of shipping it back once repaired or replaced.
• Accessories & consumables: Items such as screen protectors, cases, or chargers are covered only for manufacturing defects on arrival.

Our policy does not replace or limit your legal rights under the New Zealand Consumer Guarantees Act (CGA). If your item fails to meet CGA guarantees and cannot be repaired or replaced within a reasonable timeframe, you are entitled to a refund.

• Submit your request: Email [email protected] with your order number, issue description, and photos/videos (include IMEI or serial number).
• Return approval: Once approved, securely package the item with your order details and send it back using the prepaid label we provide. If you arrange your own courier, use a tracked service and keep the receipt — we will reimburse it.
• Inspection: We will inspect the returned product within 2–5 business days and provide an outcome (repair, replacement, or refund).
• Completion: For warranty claims, we cover return shipping after service. For change-of-mind returns, refunds are issued after inspection.

Email Template:

Subject: Return/Warranty Request – Order #_____
Name / Phone:
Order Number:
Device Model / Color / Storage:
Issue Description:
Attachments: photos/videos + IMEI or Serial Number
  

• Items must be returned in the same physical condition as received, including packaging, accessories, and gifts. Missing or damaged items may incur a refurbishment fee.
• Please sign out of all accounts and erase personal data (iCloud, Google, MDM, passcodes) before sending the device back.
• Warranty does not cover damage from misuse, impact, moisture, or unauthorized repair.
• Returns and warranty claims apply to New Zealand addresses only.

• Once your return is approved, refunds are processed within 3–5 business days to your original payment method.
• Original shipping fees are refunded in full, including for change-of-mind returns.
• Faulty item returns include prepaid return shipping or reimbursement of reasonable costs.

EcoLoop (Sunny Way Tech Ltd, Albany Branch)
13D Paul Matthews Road, Rosedale, Auckland 0632
📧 [email protected]
🕒 Opening hours: Mon–Fri 9:30 AM – 5:30 PM