Shipping & Returns

What do I do if my item is damaged/faulty/wrong?

We sincerely apologise if your purchase arrives faulty, is sent incorrectly, or doesn’t match the item as presented on our SHOP page. For any items you wish to return we kindly ask you to contact our customer services team (info@lbechofusionaotearoa.co.nz) to submit a request for a refund.

You can post this to the following address: LB, EchoFusion, Aotearoa, 138 Grandview Road, Nawton, Hamilton, New Ealand 3200 (Att: E-Commerce Team).

For all online returns please include:

Order number details

The reason for return or explanation of fault

HELP where is my order?

If you’ve placed an order but haven’t received your confirmation email within 48 hours of purchase, please email info@lbechofusionaotearoa.co.nz

Please allow four business days for a response regarding your refund and/or assistance with tracking orders and inquiries. We appreciate your patience as we strive to provide the best possible support.

What type of packaging do you use?

At LB, EchoFusion, Aotearoa, we value sustainability, and we embed this commitment into our online store practices. Most purchases from www.lbechofusionaotearoa.co.nz will arrive wrapped in tissue paper, packaging. Larger items will be wrapped and placed inside a cardboard gift box. Both the paper and the box are fully recyclable. We take pride in utilising second-hand and recycled materials for shipping, ensuring that our environmental impact remains minimal.

When will I receive my refund?

Please note that depending on your bank, it can take up to 5 business days for the refund to appear in your account. We appreciate your understanding and patience during this process.

How will I be refunded?

Your refund will be issued using your original payment method.

For purchases made with Afterpay, your refund will be lodged back with Afterpay online, when they have received this, they will refund you. Please note that Afterpay has its own process, and we do not have control over or the ability to assist once the payment has been processed back to Afterpay.

Please note that the delivery fee is non-refundable. Additionally, all return shipping costs are the responsibility of the customer. Thank you for your cooperation and understanding.

Return Policy

Our returns policy is in addition to your rights under the Consumer Guarantees Act 1993 because we want you to be happy with your purchase.

Please read the following carefully to ensure you are fully aware of your rights under this policy and our obligations to you.

Change of mind returns

If you wish to return an item because you have changed your mind about your purchase, the LB, EchoFusion, Aotearoa, Online Shop offer you an exchange or refund provided that:

  • You return the item/s within 14 days of purchase.

  • You must provide your receipt.

  • The pre-loved item still has its tag attached.

If these requirements above are not satisfied, LB, EchoFusion, Aotearoa, Online Shop reserves the right not to offer an exchange or refund for change of mind returns.

Pre-loved goods on which a change of mind return is not available

LB, EchoFusion, Aotearoa, Online Shop will not accept the return of items from the following categories under the change of mind returns policy under any circumstances:

  • Beauty products

  • Fragrances

  • Hosiery

  • Underwear

  • Swimwear

  • Pierced jewellery

These products can still be returned if they are faulty, not fit for purpose or do not match the sample or description.

Other Returns

LB, EchoFusion, Aotearoa Online Shop will accept product returns and provide you with an exchange or refund where:

  • The pre-loved product is faulty or is not of acceptable quality; or

  • The pre-loved product is not fit for its intended purpose; or

  • The pre-loved product does not match our description; and

  • You can present your LB, EchoFusion, Aotearoa, Online Shop receipt or other adequate proof of purchase.

LB, EchoFusion, Aotearoa Online Shop reserves the right not to offer an exchange voucher or refund where the item fault is a result of misuse or neglect.

Claims for compensation or reasonable expenses incurred in returning your purchase together with supporting evidence should be addressed to our LB, EchoFusion, Aotearoa Online Shop customer service team using the ‘Contact us’ option on our website.

Consumer Guarantees

Our goods come with guarantees that cannot be excluded under the Consumer Guarantees Act 1993. You are entitled to an exchange or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have an exchange of the upcycled or pre-loved goods if the upcycled or pre-loved goods fail to be of acceptable quality, and the failure does not amount to a major failure.

When returning a upcycled or pre-loved product, you will be asked for information that is relevant to your return or to satisfy legislative requirements.

If you do not provide this information, then we may be unable to process your return.

When returning a upcycled or pre-loved product, with adequate proof of purchase, you will be asked for your signature as authorisation of the return transaction.

If you do not have sufficient evidence of purchase, LB, EchoFusion, Aotearoa online shop will conduct fraud investigations and fraud protection activities.

Information collected will be securely stored for a reasonable period, may be used for research and analysis or may be disclosed to government departments upon request, as required by law.

LB, EchoFusion, Aotearoa online shop reserves the right to assess the condition and age of returned upcycled or pre-loved goods before providing exchange or refund. This may result in an exchange or refund being refused.

If you wish to access your personal information, please contact via email at info@lbechofusionaotearoa.co.nz

LB, EchoFusion, Aotearoa online shop is committed to protecting the privacy of your personal information.

Proof of Purchase

Returns, refunds, or exchanges requests must be submitted with proof of purchase documents; LB, EchoFusion, Aotearoa online shop online receipt/invoice.

Please note that delivery fees are non-refundable.

How to return a product ordered on LB, EchoFusion, Aotearoa Online Shop via Click & Collect

Pre-loved products ordered through the LB, EchoFusion, Aotearoa Online Shop via Click & Collect can be returned to 138 Grandview Road, Nawton, Hamilton 3200, with proof of purchase and order number attached.