Refund policy

Ezidri Returns & Refunds Policy — Last updated: 12 July 2026

This policy applies to purchases made from www.ezidri.co.nz. It sits alongside — and does not limit — your rights under the New Zealand Consumer Guarantees Act 1993 and Fair Trading Act 1986 (and, for Australian customers, the Australian Consumer Law).

Faulty, damaged or misdescribed products. If a product is faulty, dead on arrival, damaged in transit, or does not match its description, you are entitled to a remedy under the Consumer Guarantees Act. Please contact us at sales@ezidri.co.nz as soon as you can after discovering the fault, with your order number and (where possible) a photo or description of the issue. Where a product is confirmed faulty, we cover the cost of return and will repair, replace or refund it in line with our warranty process and your statutory rights. You do not pay return freight or a restocking fee for a genuinely faulty item.

30-day change of mind. If you simply change your mind, you may request a return within 30 days of receiving your item, subject to the following:

  • You must contact us first at sales@ezidri.co.nz to request a return. Please do not send anything back before you have heard from us.
  • Once approved, we will provide you with the relevant return form(s) to complete and authorise your refund, together with a Return Authorisation (RA) number.
  • The RA number must be clearly marked on, and included with, the returned parcel. Returns sent back without an RA number cannot be processed.
  • You pay the return freight. The cost of returning the product to our unit is your responsibility, and we recommend using a tracked and insured service — we are not responsible for items lost or damaged in return transit.
  • The product must be returned in a resaleable condition. If the unit has been used, a restocking fee may apply to cover cleaning, inspection, repackaging and loss of value; we will confirm the amount (if any) when we authorise your return.
  • Original shipping charges are non-refundable.

How the process works.

  1. Email sales@ezidri.co.nz with your order number and reason for return.
  2. We send you the return form(s) and your RA number, plus the return address.
  3. You complete the form and return the product (freight prepaid) with the RA number marked on the parcel.
  4. We inspect the returned product on arrival.
  5. We process your refund (less any applicable restocking fee) to your original payment method, or arrange an exchange.

Refunds. Approved refunds are made to your original payment method. Please allow up to 10 business days after we receive and inspect your return for the refund to be processed; your bank or card provider may take additional time to post it to your account.

Exclusions. For hygiene and safety reasons, some items may not be returnable for change of mind once opened or used, except where they are faulty. Gift cards are non-refundable.

Australian customers. Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure, and to compensation for any other reasonably foreseeable loss or damage. Change-of-mind returns from Australia follow the same process above.

Contact. Ezidri (Hydraflow Industries NZ Ltd), Suite 16138, PO Box 13117 Tauranga Central, Tauranga 3141, New Zealand — sales@ezidri.co.nz