Woo! The NOBO Oslo heater range has landed. Get in quick as stock is super limited.

Our shipping and returns policy

Shopping for DIY warm, dry homes products, and other solutions for sustainable living? 

Read the EcoShop details below:

Delivery

  • Orders are usually processed within one working day and received within three - five working days
  • Please contact us if you require urgent delivery
  • If you are in Wellington, you can pick up your purchase from our EcoCentre at 2 Forresters Lane (off Tory St), Wellington. We are open Monday to Saturday, 9am to 4.30pm
  • We are unable to courier insulation and other large products. These can be picked up from our EcoCentre
  • Unfortunately we are unable to deliver overseas

Currency

  • Prices are listed in New Zealand dollars and are inclusive of GST.

Returns & exchange

If you’re looking to return or exchange your order, we're here to help! We offer returns or exchanges within 30 days of receiving your order. 

You can return your product for store credit, a different product, or a refund to the original payment method depending on the circumstances.

Please note the following exceptions to our return and exchange policy:

  • Discounted items are final and cannot be returned or exchanged
  • Returned items must have no visible signs of wear or us
  • Please choose carefully, we cannot refund for “change of mind”.

To initiate a return or exchange, please complete the following steps:

  • Get in touch with us on retail@sustaintrust.org.nz
  • If it was purchased online, please provide the invoice number and details of why you’re looking to return
  • If you are in Wellington, you can come by the store or if you’re outside Wellington, we can organise a Freight forward where a courier will collect the item. A label for attaching will be sent by email. 

How long it takes to receive your refund, replacement product, or store credit?

  • We’ll look to organise a refund back onto the card within 2-3 business working days
  • Refunds back onto the card can be immediate if you’re able to come into the store
  • Some items such as our heaters may need warranty checks which can cause a short wait before a refund is issued.

Any shipping fees the customer will need to pay?

Fees will apply for freight forward on rural addresses, for product exchanges there will be no charge and we’ll send out a return label at the same time so you can send back the original purchase!

How we handle lost or damaged returns

  • A report is filed with the courier company in question. This can be a slow process so if appropriate we’ll send out a replacement product asap

All consumers are protected by the Consumer Guarantees Act, the Fair Trading Act and our Complaints Policy

If you have any questions or concerns please don't hesitate to contact us.

We're open Monday to Saturday, 9am to 4.30pm. Email retail@sustaintrust.org.nz or call freephone 0508 78 78 24 x 701.