Refund Policy

Effective Date: 27 January 2026

Elle Olive (“we”, “us”, “our”) is committed to delivering high-quality products and providing a transparent and fair customer experience. We take great care in the preparation, handling, and packaging of all orders. Due to the sensitive and perishable nature of our products, our returns and refunds policy is necessarily limited and is outlined below.

This Returns & Refunds Policy should be read alongside our Terms & Conditions and is designed to comply with applicable New Zealand consumer protection laws, including the Consumer Guarantees Act 1993.

Change of Mind

Due to the perishable and consumable nature of our products, we do not accept returns, exchanges, or refunds for change of mind. This includes circumstances where you decide you no longer want the product, ordered incorrectly, or failed to read product descriptions carefully.

We encourage customers to review all product information thoroughly before placing an order.

Damaged or Faulty Items

If your order arrives damaged, faulty, or not as described, you must notify us within 24 hours of delivery.

To report an issue, please email julie@elleolive.com and include:

  • Your order number

  • A clear description of the issue

  • Clear photographs showing the damage, product condition, and external packaging

This information allows us to assess the issue promptly and fairly. Claims submitted after 24 hours may not be accepted, as we are unable to verify handling conditions beyond this timeframe.

Assessment & Approval

All claims are assessed on a case-by-case basis in accordance with our obligations under New Zealand law.

If your claim is approved:

  • We may request that the product be returned to an address specified by Elle Olive

  • Returned items must be unused, in their original packaging, and accompanied by proof of purchase

  • Return shipping costs for approved damaged or faulty items will be covered by Elle Olive

We reserve the right to refuse claims where damage is determined to have occurred due to misuse, improper storage, or circumstances beyond our reasonable control after delivery.

Exchanges

Where a damaged or faulty item is approved for return, you may request:

  • An exchange for the same product, or

  • An exchange for another product of equivalent value, subject to availability

Exchanges are processed once the returned item has been received and inspected, unless otherwise agreed in writing.

Refunds

Refunds are issued only where legally required under the New Zealand Consumer Guarantees Act 1993.

Where a refund is approved:

  • Refunds will be processed to the original payment method used at checkout

  • Processing times may vary depending on your payment provider

  • Shipping fees are non-refundable unless required by law

Elle Olive does not offer refunds for change of mind, delayed delivery caused by third parties, or issues arising from improper storage or handling after delivery.

Product Quality & Perishability Disclaimer

Elle Olive products are sensitive and perishable. While we adhere to strict quality control, hygiene, and handling standards, product quality may be affected by factors outside our control, including:

  • Shipping conditions

  • Delivery delays

  • Storage conditions after delivery

Once products leave our control, Elle Olive cannot guarantee quality beyond our legal obligations. Customers are responsible for ensuring appropriate storage and handling upon receipt.

Consumer Guarantees Act 1993 (New Zealand)

Nothing in this Returns & Refunds Policy is intended to exclude, restrict, or modify any rights you may have under the Consumer Guarantees Act 1993, where applicable.

If you are purchasing products for personal, domestic, or household use, you may be entitled to remedies under the Act if goods fail to meet consumer guarantees. These remedies may include repair, replacement, or refund, depending on the nature of the failure.

If you are purchasing products for business purposes, the Consumer Guarantees Act does not apply.

Contact Us

If you have any questions about this policy or need to report an issue with your order, please contact us at:
 julie@elleolive.com

We aim to respond promptly and fairly to all enquiries.