FAQs

Getting started with etika 

Who is etika and why do I have to have an agreement with you?
etika provides the loan required for the purchase of your Apple Watch that forms a part of the AIA Vitality Apple Watch benefit. If you have any questions on the services we provide, just call us on 1300-FAIRER (324737) or email us if it’s outside normal business hours. 
How long does the loan application process take?
As long as you fit the following criteria and meet our lending criteria, the sign-up process is quick and easy.
  • You are living in Australia
  • You are over 18 years old
  • You have a valid and verifiable email address and mobile phone number
  • You have an Australian bank payment card 
  • You are capable of entering into a legally binding contract 
  • You have a verifiable and valid ID
Before taking out a loan with etika, it’s important for you to consider your financial commitments and make sure that you can afford this purchase.

We perform credit and ID checks for the loan approval process, as part of our responsible spending practices. Once you submit the application, we'll provide you with a decision as soon as possible.
Why do I have to agree to share my personal data with etika?
We only ask you for information required to;
  • complete identity and credit checks when you sign up,
  • to enable us to contact you,
  • and to debit your monthly loan instalments.
We take information security seriously and have processes in place to ensure that your private information is secure. We will never sell your information to a third party. For more information please see our privacy policy.
When will my first payment be taken?
It will be after your first month of activity tracking with AIA Vitality is complete. We will also send you an email when you sign up, specifying when exactly your first payment needs to be made.
Are there any costs associated with this loan?
We do not charge you any interest or fees. You only need to repay us your loan in 24 monthly instalments. No surprises!
Is this a secure payment method? And what about my personal information?
We understand that when it comes to payments and personal data you have the highest expectations from a financial company like us.  

We can assure you that we maintain the highest standards of data protection. We employ industry-standard and bank-level SSL encryption, as well as a world-class firewall service to protect your data and we perform fraud checks to protect your identity.

We take information security seriously and have processes in place to ensure that your private information is secure. We will never sell your information to a third party. For more information please see our privacy policy.

We will never ask for your bank account details via email or over the phone. If you receive such a request please contact us immediately.
Why did my account or loan application fail? 
It could be for a number of reasons;
  • You do not live in Australia
  • You are not over 18 years old
  • You do not have a valid and verifiable email address and mobile phone number
  • You do not have two verifiable and valid forms of Australian ID. You would have received an email from us with contact information of the credit reporting agency. If you have any further questions or want to have your ID verified by different means, please contact the relevant agency
  • You do not have an Australian debit or credit card
  • You did not pass our credit check. We perform a credit check on all etika customers. If your application is refused, it means the information held about you by our credit reporting agency does not meet our lending criteria. Or, it could mean that you do not have a substantial enough credit file yet. You would have received an email from us with contact information of the credit reporting agency if you have any further questions
Does signing up affect my credit rating?
The credit check we perform will be recorded on your credit file as a credit enquiry and may have a minor effect on your credit rating.

However, should you fall significantly behind in your repayments and if you do not contact us to come to a payment arrangement, it is possible that a serious credit default may be registered on the credit reporting agency file.

Payments

I don’t agree with the AIAA Vitality points I received this month or the contribution I received.
If you have any concerns with your AIAA activity points or the co-contribution to your loan that was made by AIAA, you should always contact AIAA first on 1800 848 254.
What happens if I cannot afford to make a payment? 
If you are experiencing financial difficulties, our team can offer support and assistance to help you manage your payment obligations for your etika account.

As long as you keep us informed about your circumstances, we can work together to find a solution. Please keep in mind the sooner you let us know, the easier it will be for us to work towards an outcome.

Just call us on 1300-FAIRER (324737) or email us if it’s outside of business hours.
Can I make an early payment or pay out my loan in one go?
Of course. The 'Make payment' button in your account lets you make a payment any time before an instalment is due, but your remaining instalments dates will stay the same – unless you make a request to move these dates. 

If you would like to bring other instalment dates forward or if you want to pay out the full remainder of your loan, just call us on 1300-FAIRER (324737).

Please note that you will need to do this more than 24 hours before an instalment is due.
When will my first payment be taken?
It will be after your first month of activity tracking with AIAA is complete. We will also send you an email when you sign up, specifying when exactly your first payment needs to be made.
What happens if a payment fails?
If your scheduled payment has failed, we'll let you know via email and SMS.

You can also log into your account or the app and process a one-off payment by logging in and clicking 'Make payment' next to your overdue payment, then just follow the prompts.

If you need to update your payment method and add a new card you can do that on the Home screen too, by clicking on 'Add new card'.

If you're worried you won't be able to make a payment, give us a call on 1300-FAIRER (324737) and we'll try and sort something out. Or email us if it’s outside of business hours.
What happens if my card is lost or stolen?
If you have a payment due with us we can take it from an alternate card stored on your account. You will need to log into your account and set your other card as the Primary payment option. If your lost or stolen card is the only one on our system but you do have another card, you can add this extra card to the system and we can take your payment from that one. Remember, we only accept Mastercard or Visa card issued by an Australian financial institution.
  • You can update your payment details by logging in and clicking on 'Add New Card' on the Home screen
  • You can select 'Primary' if you want to use this card as your preferred payment method for future transactions
  • Once you have found your card again or received a new one, you can update the details of your preferred card in your account by selecting 'Primary' again for that card 
If you've got a payment coming up but you don't have any way to pay – just call us on 1300-FAIRER (324737) or email us if it’s outside of business hours.  

We will try to sort something out with you.
Is this a secure payment method?   
We understand that when it comes to payment security you have the highest expectations from a financial company like us.  

We employ modern TLS encryptions in all our platforms, as well as a world-class firewall service to protect your data and we perform fraud checks to protect your identity.
What are the impacts when paying for my loan via credit card?
We do not charge any additional amounts for payment of loans from a credit card.

We encourage you to check with your card issuer (bank), as they may see these payments as cash advances, which may incur a fee and interest charges from the date of payment.

We would also like to make you aware that any payments made from a credit card which are not paid off during any interest free period, may also be subject to interest from your financial institution.

If you require further clarification of the impacts of paying with a credit card, please contact your financial institution directly.
Disputes and Complaints
If you have a concern with your AIAA activity points or the co-contribution to your loan that was made by AIAA, you should always contact AIAA first on 1800 848 254.

For any complaints regarding etika services, please email us to lodge a dispute.

Login and account access

Why can’t I log in?
If you can’t remember which email address you used, try searching your inboxes for any emails from us.

The emails will come from support.au@etika.com.

If it’s your password that’s the problem, just click on 'Forgot password?' to create a new one.

If none of the above works, just call us on 1300-FAIRER(324737) and we can solve it for you, no problem.
I’m not getting an email to reset my password
Make sure that, if you have multiple email addresses, that you are using the email address you provided when you made your first etika purchase. If you can’t remember which email address you used, try searching your inboxes for any emails from us.

Another option is that it could have ended up in your junk mail. If all else fails – just call us on 1300-FAIRER (324737) or email us if it’s outside of business hours.

Managing your account

How do I change any of my personal details, like my email, mobile?
Just log in to your account and click on the green person icon in the upper right corner of the screen. Then select the ‘account’ option in the dropdown. Then just change what needs to be changed and it should be all done!

Any issues, just call us on 1300-FAIRER (324737).
How do I add or remove a card?
You can always add a new card to your account by clicking on ‘Add new card’ in the ‘Wallet’ section on the home page.

One of your cards will always be listed as your 'Primary' card. This is the card any due payments will be taken from. You can add a new card to your account at any time.

If you have any questions, just call us on 1300-FAIRER (324737) or email us if it’s outside of business hours.
I suspect my account has been accessed by someone else, what should I do?
If you suspect that your account has been accessed by someone other than yourself, please notify us immediately by calling 1300-FAIRER (324737) or email us if it’s outside of business hours.

We also suggest you change your password as soon as possible, by clicking on 'Forgot your password?'

Getting started with etika 

Who is etika and why do I have to have an agreement with you?
etika provides the loan required for the purchase of your Apple Watch that forms a part of the AIA Vitality Apple Watch benefit. If you have any questions on the services we provide, just call us on 0800-FAIRER (324737) or email us if it’s outside normal business hours. 
How long does the loan application process take?
As long as you fit the following criteria and meet our lending criteria, the sign-up process is quick and easy.
  • AIA Vitality members who hold a New Zealand citizenship, permanent residence or an acceptable work visa for New Zealand. Note: Non-citizens and non-permanent residents (with a New Zealand work visa) may still apply for the Apple Watch Benefit but may be required to supply further information to complete the application
  • You are over 18 years old and have a verifiable and valid ID
  • You have a valid and verifiable email address and mobile phone number
  • You have a valid New Zealand Visa or Mastercard Credit/Debit card and you are capable of entering into a legally binding contract 
Before taking out a loan with etika, it’s important for you to consider your financial commitments and make sure that you can afford this purchase.

We perform credit and ID checks for the loan approval process, as part of our responsible spending practices. Once you submit the application, we'll provide you with a decision as soon as possible.
Why do I have to agree to share my personal data with etika?
We only ask you for information required to;
  • complete identity and credit checks when you sign up
  • to enable us to contact you
  • and to debit your monthly loan instalments
We take information security seriously and have processes in place to ensure that your private information is secure. We will never sell your information to a third party. For more information please see our privacy policy.
When will my first payment be taken?
It will be after your first month of activity tracking with AIA Vitality is complete. We will also send you an email when you sign up, specifying when exactly your first payment needs to be made.
Are there any costs associated with this loan?
We do not charge you any interest or fees. You only need to repay us your loan in 24 monthly instalments. No surprises!
Is this a secure payment method? And what about my personal information?
We understand that when it comes to payments and personal data you have the highest expectations from a financial company like us.  

We can assure you that we maintain the highest standards of data protection. We employ industry-standard and bank-level SSL encryption, as well as a world-class firewall service to protect your data and we perform fraud checks to protect your identity.

We take information security seriously and have processes in place to ensure that your private information is secure. We will never sell your information to a third party. For more information please see our privacy policy.

We will never ask for your bank account details via email or over the phone. If you receive such a request please contact us immediately.
Why did my account or loan application fail? 
It could be for a number of reasons;
  • You do not hold New Zealand citizenship, permanent residence or have an acceptable New Zealand work visa, or we need further information
  • You are not over 18 years old and do not have a verifiable and valid ID
  • You do not have a valid and verifiable email address and mobile phone number
  • You do not have two verifiable and valid forms of New Zealand ID. You would have received an email from us with contact information of the credit reporting agency. If you have any further questions or want to have your ID verified by different means, please contact the relevant agency
  • You do not have a New Zealand debit or credit card
  • You did not pass our credit check. We perform a credit check on all etika customers. If your application is refused, it means the information held about you by our credit reporting agency does not meet our lending criteria. Or, it could mean that you do not have a substantial enough credit file yet. You would have received an email from us with contact information of the credit reporting agency if you have any further questions
Does signing up affect my credit rating?
The credit check we perform will be recorded on your credit file as a credit enquiry and may have a minor effect on your credit rating.

However, should you fall significantly behind in your repayments and if you do not contact us to come to a payment arrangement, it is possible that a serious credit default may be registered on the credit reporting agency file.

Payments

I don’t agree with the AIANZ Vitality Points I received this month or the contribution I received.
If you have any concerns with your AIA Vitality weekly physical activity Points or the co-contribution to your loan that was made by AIANZ, you should always contact AIANZ first on 0800 242 888.
What happens if I cannot afford to make a payment? 
If you are experiencing financial difficulties, our team can offer support and assistance to help you manage your payment obligations for your etika account.

As long as you keep us informed about your circumstances, we can work together to find a solution. Please keep in mind the sooner you let us know, the easier it will be for us to work towards an outcome.

Just call us on 0800-FAIRER (324737) or email us if it’s outside of business hours.
Can I make an early payment or pay out my loan in one go?
Of course. The 'Make payment' button in your account lets you make a payment any time before an instalment is due, but your remaining instalments dates will stay the same – unless you make a request to move these dates. 

If you would like to bring other instalment dates forward or if you want to pay out the full remainder of your loan, just call us on 0800-FAIRER (324737).

Please note that you will need to do this more than 24 hours before an instalment is due.
When will my first payment be taken?
We will send you an email when you sign up, specifying when exactly your first payment needs to be made. This will be the month following activation.
What happens if a payment fails?
If your scheduled payment has failed, we'll let you know via email and SMS.

You can also log into your account or the app and process a one-off payment by logging in and clicking 'Make payment' next to your overdue payment, then just follow the prompts.

If you need to update your payment method and add a new card you can do that on the Home screen too, by clicking on 'Add new card'.

If you're worried you won't be able to make a payment, give us a call on 0800-FAIRER (324737) and we'll try and sort something out. Or email us if it’s outside of business hours.
What happens if my card is lost or stolen?
If you have a payment due with us we can take it from an alternate card stored on your account. You will need to log into your account and set your other card as the primary payment option. If your lost or stolen card is the only one on our system but you do have another card, you can add this extra card to the system and we can take your payment from that one. Remember, we only accept a Mastercard or Visa card issued by a New Zealand financial institution.
  • You can update your payment details by logging in and clicking on 'Add New Card' on the Home screen
  • You can select 'Primary' if you want to use this card as your preferred payment method for future transactions   
  • Once you have found your card again or received a new one, you can update the details of your preferred card in your account by selecting 'Primary' again for that card
If you've got a payment coming up but you don't have any way to pay – just call us on 0800-FAIRER (324737) or email us if it’s outside of business hours.  

We will try to sort something out with you.
Is this a secure payment method?   
We understand that when it comes to payment security you have the highest expectations from a financial company like us.  

We employ modern TLS encryptions in all our platforms, as well as a world-class firewall service to protect your data and we perform fraud checks to protect your identity.
What are the impacts when paying for my loan via credit card?
We do not charge any additional amounts for payment of loans from a credit card.

We encourage you to check with your card issuer (bank), as they may see these payments as cash advances, which may incur a fee and interest charges from the date of payment.

We would also like to make you aware that any payments made from a credit card which are not paid off during any interest free period, may also be subject to interest from your financial institution.

If you require further clarification of the impacts of paying with a credit card, please contact your financial institution directly.
Disputes and Complaints
If you have a concern with your AIA Vitality activity Points or the co-contribution to your loan that was made by AIANZ, you should always contact AIANZ first on 0800 242 888.

For any complaints regarding etika services, please email us to lodge a dispute.

Login and account access

Why can’t I log in?
If you can’t remember which email address you used, try searching your inboxes for any emails from us.

The emails will come from support.nz@etika.com.

If it’s your password that’s the problem, just click on 'Forgot password?' to create a new one.

If none of the above works, just call us on 0800-FAIRER (324737) and we can solve it for you, no problem.
I’m not getting an email to reset my password
Make sure that, if you have multiple email addresses, that you are using the email address you provided when you made your first etika purchase. If you can’t remember which email address you used, try searching your inboxes for any emails from us.

Another option is that it could have ended up in your junk mail. If all else fails – just call us on 0800-FAIRER (324737) or email us if it’s outside of business hours.

Managing your account

How do I change any of my personal details, like my email, mobile?
Just log in to your account and click on the green person icon in the upper right corner of the screen. Then select the ‘account’ option in the dropdown. Then just change what needs to be changed and it should be all done!

Any issues, just call us on 0800-FAIRER (324737).
How do I add or remove a card?
You can always add a new card to your account by clicking on ‘Add new card’ in the ‘Wallet’ section on the home page.

One of your cards will always be listed as your 'Primary' card. This is the card any due payments will be taken from. You can add a new card to your account at any time.

If you have any questions, just call us on 0800-FAIRER (324737) or email us if it’s outside of business hours.
I suspect my account has been accessed by someone else, what should I do?
If you suspect that your account has been accessed by someone other than yourself, please notify us immediately by calling 0800-FAIRER (324737) or email us if it’s outside of business hours.

We also suggest you change your password as soon as possible, by clicking on 'Forgot your password?'

Getting started with etika 

How do I sign up?
Thanks for choosing us! Signing up is quick and easy, as long as you fit the following criteria and meet our lending criteria.

There are two ways to go about it.

Through your retailer’s checkout
When you make a purchase with any one of our partner retailers or service providers, simply choose etika as your payment method at the checkout. Then just follow the prompts to set up your account. Please remember that to sign up with etika you need to:
  • Be living in Australia
  • Be over 18 years old
  • Have a valid and verifiable email address and mobile phone number
  • Have an Australian bank payment card 
  • Be capable of entering into a legally binding contract 
  • Have a verifiable and valid ID
Directly with us at etika.com
Alternatively, you can sign up on our website.

Before making a purchase with etika, it’s important that you consider your financial commitments and make sure that you can afford this purchase.

We perform credit checks during the sign-up process as part of our responsible spending practices. Once you submit the application, we'll provide you with a decision as soon as possible.
When will my first payment be taken?
Depending on the payment schedule you have chosen, your first payment will be taken a week, two weeks, or four weeks after your purchase. For example, if you purchased an item on 1st January, it will come out on either the 8th January, 15th January or 29th January.
How does it work?
We help you buy the things you love or need, with fast, affordable and easy to understand credit. We provide secure and fast online loans, free of hidden costs. No need to sweat the small print. No upfront payment, no interest, and no late fees. We will charge your account with any dishonour fees we incur from your bank due to a rejected payment if this occurs.

Sign up in minutes, with manageable payments over the timeframe you choose, giving you control over your budget. You can either sign up through one of our online merchants at check-out, or on our website. Before making a purchase with etika, it’s important that you consider your financial commitments and make sure that you can afford this purchase.
How do you make your money if you don’t charge any account fees or late fees?
We charge the business that you are buying from, a percentage and a small fixed amount for each transaction.
Is this a secure payment method? And what about my personal information?
We understand that when it comes to payments and personal data you have the highest expectations from a financial company like us.  

We can assure you that we maintain the highest standards of data protection. We employ industry-standard and bank-level SSL encryption, as well as a world-class firewall service to protect your data and we perform fraud checks to protect your identity.

We take information security seriously and have processes in place to ensure that your private information is secure. We will never sell your information to a third party. For more information please see our privacy policy.

We will never ask for your bank account details via email or over the phone. If you receive such a request please contact us immediately.
Why did my account or loan application fail?
It could be for a number of reasons;
  • You do not live in Australia
  • You are not over 18 years old
  • You do not have a valid and verifiable email address and mobile phone number
  • You do not have two verifiable and valid forms of Australian ID. You would have received an email from us with contact information of the credit reporting agency. If you have any further questions or want to have your ID verified by different means, please contact the relevant agency
  • You do not have an Australian debit or credit card
  • You did not pass our credit check. We perform a credit check on all etika customers. If your application is refused, it means the information held about you by our credit reporting agency does not meet our lending criteria. Or, it could mean that you do not have a substantial enough credit file yet. You would have received an email from us with contact information of the credit reporting agency if you have any further questions
How many orders can I have and how much can I spend?
To start off, you will only be allowed to have 1 order approved in the first 24 hours.  

Your approved spending limit with us will depend on our assessment of your ability to make repayments. Before making a purchase with etika, it’s important that you consider your financial commitments and make sure that you can afford this purchase.

The longer you are with us and pay on time, your spending limits will likely increase, and you should be able to carry out more orders at one time. 
Does signing up affect my credit rating?
The credit check we perform will be recorded on your credit file as a credit enquiry and may have minor effect on your credit rating.

However, should you fall significantly behind in your repayments and if you do not contact us to come to a payment arrangement, it is possible that a serious credit default may be registered on the credit reporting agency file.

Payments

Can I make an early payment?
Of course. The PAY NOW button in your account lets you make a payment any time before an instalment is due, but your remaining instalments dates will stay the same - unless you request to move these dates. If you would like to bring other instalment dates forward, just call us on 1300-FAIRER (324737).

Please note that you will need to do this more than 24 hours before an instalment is due.
What happens if I cannot afford to make a payment?
If you are experiencing financial difficulties, our team can offer support and assistance to help you manage your payment obligations for your etika account. As long as you keep us informed about your circumstances, we can work together to find a solution.

Please keep in mind the sooner you let us know, the easier it will be for us to work towards an outcome. Please note that as soon as you miss a payment, we will stop you from making any further purchases with etika until your account is back up to date.  We also reserve the right to cancel your account if we deem this the appropriate action to take.

 Just call us on 1300-FAIRER (324737) or email us if it’s outside of business hours.
When will my first payment be taken?
Depending on the payment schedule you have chosen, your first payment will be taken a week, two weeks, or four weeks after your purchase. If you purchased an item on 1st January, it will come out on either 8th January, 15th January or 29th January.  
What happens if a payment fails?
If your scheduled payment has failed, we'll let you know via email and SMS.

You can also log into your account or the app and process a one-off payment by logging in and clicking 'Make payment' next to your overdue payment, then just follow the prompts.

If you need to update your payment method and add a new card you can do that on the 'Make payment' screen too, by clicking on ‘Add Payment Method’.

If you're worried you won't be able to make a payment, give us a call on 1300-FAIRER (324737) and we'll try and sort something out. Or email us if it’s outside of business hours.

Please note that if your payment fails, we will on-charge you for the dishonour fee we incur from your bank and card provider. We will simply be passing on the exact costs your bank and card provider charges us for the failed payment.
What happens if my card is lost or stolen?
If you have a payment due with us we can take it from an alternate card stored on your account. You will need to log into your account and set your other card as the 'Primary' payment option. If your lost or stolen card is the only one on our system but you do have another card, you can add this extra card to the system and we can take your payment from that one. Remember, we only accept Mastercard or Visa card issued by an Australian financial institution.
  • You can update your payment details by logging in and clicking on ‘Add New Card’ on the Home screen
  • You can select ‘Primary’ if you want to use this card as your preferred payment method for future transactions
  • Once you have found your card again or received a new one, you can update the details of your preferred card in your account by selecting ‘Primary’ again for that card
If you've got a payment coming up but you don't have any way to pay - just call us on 1300-FAIRER (324737) or email us if it’s outside of business hours.  

We will try to sort something out with you.
How do I set my payment schedule?
When you purchase through etika, you can select your re-payment schedule.

You can choose between eight weekly payments, four fortnightly payments or two 4-weekly payments, paying it off within the 8 weeks required.

The first payment will come out one, two or four weeks after your purchase went through.

So if you bought something on 1 January for $100 and have selected a weekly payment, the first $12.50 payment will come out on 8 January.  

If you selected a fortnightly payment, the first payment of $25 will come out on 15 January.

If you selected a four-weekly payment the first payment of $50 will come out on 29 January.  

To help you keep track of your finances, you can check the 'Payment schedule' online.
Is this a secure payment method?   
We understand that when it comes to payment security you have the highest expectations from a financial company like us.  

We employ industry-standard and bank-level SSL encryption, as well as a world-class firewall service to protect your data and we perform fraud checks to protect your identity.
What are the impacts when paying for my loan via credit card?
We do not charge any additional amounts for payment of loans from a credit card.

We encourage you to check with your card issuer (bank), as they may see these payments as cash advances, which may incur a fee and interest charges from the date of payment.

We would also like to make you aware that any payments made from a credit card which are not paid off during any interest free period, may also be subject to interest from your financial institution.

If you require further clarification of the impacts of paying with a credit card, please contact your financial institution directly.
Disputes and Complaints
If you have a concern with a specific purchase, you should always contact the retailer that you bought from, first. This is often the fastest and easiest way to resolve the issue. If you attempted to contact the retailer and were unable to resolve it directly with them or for any complaints regarding our services, please email us on to lodge a dispute.

Login and account access

Why can’t I log in?
Have you already created an account and password? If not, just go to our website, select 'Sign-up' and follow the prompts.

If you’ve already made a purchase, then you will already have an account and you might just have forgotten your password or used the wrong log-in email.  

If you can’t remember which email address you used, try searching your inboxes for any emails from us.

The emails will come from support.au@etika.com.

If it’s your password that’s the problem, just click on 'Forgot password?' to create a new one.

If none of the above works, just call us on 1300-FAIRER(324737) and we can solve it for you, no problem.
Why is my account on hold?
Your account is most likely on hold if you are behind in payments. This means that any new purchases are blocked.

Just make a payment by logging into your account and clicking on 'Make payment' and you should be able to make a purchase again.

There are other possible reasons too and if a late payment is not the reason – just call us on 1300-FAIRER (324737) or email us if it’s outside of business hours.
I’m not getting an email to reset my password
Make sure that, if you have multiple email addresses, that you are using the email address you provided when you made your first etika purchase. If you can’t remember which email address you used, try searching your inboxes for any emails from us.

Another option is that it could have ended up in your junk mail. If all else fails –  just call us on 1300-FAIRER (324737) or email us if it’s outside of business hours.

Managing your account

How do I change any of my personal details, like my email, mobile?
Just log in to your account and click on the green person icon in the upper right corner of the screen. Then select the 'account' option in the dropdown. Then just change what needs to be changed and it should be all done!

Any issues, just call us on 1300-FAIRER (324737).
How do I add or remove a card?
You can always add a new card to your account by clicking on 'Add new card' in the 'Wallet' section on the home page.

One of your cards will always be listed as your 'Primary' card. This is the card any due payments will be taken from. You can add a new card to your account at any time.

If you have any questions, just call us on 1300-FAIRER (324737) or email us if it’s outside of business hours.
I suspect my account has been accessed by someone else, what should I do?
If you suspect that your account has been accessed by someone other than yourself, please notify us immediately by calling 1300-FAIRER (324737) or email us if it’s outside of business hours.

We also suggest you change your password as soon as possible, by clicking on 'Forgot your password?'.
How do I close my account?
Of course you can always close your account, although we’re sorry to see you go!  

If nothing is owing on the account, just call us on 1300-FAIRER(324737) or email us if it’s outside of business hours.
You say that you don’t charge late fees, but I was charged a fee when I missed my payment?
If you do not let us know beforehand, that you won’t be able to make a payment, or if your payment method is not up-to-date – your card may have expired for example - we will try and debit your nominated card on your repayment date. If this payment fails, we may get charged a dishonour fee by your bank or card company.

We simply pass on the exact costs your bank or card provider charge us for the failed payment. There is no administration or late fee from us.

To prevent this from happening, ensure your payment method remains up to date. And if you are experiencing problems paying off your loan, please call us on 1300-FAIRER (324737) or email us and let us know as soon as possible, before the payment is due.

Returns and Refunds

How do I get a refund?
If you want a refund on a purchase through etika, you'll need to contact the retailer directly and follow their normal refunds process.  

After you return goods to a retailer and if they agree to a refund, your etika account will be credited with the agreed refund amount. The funds will then be put towards any balance currently owing on your account.  

After the retailer has approved a refund, the following will happen;  

Partial Refunds
We will update your payment schedule by reducing the instalments or processing a refund back to your card where required. The refund is applied to the last instalment first, then the before last instalment and so on.

For example: If the order value is $100 and the you have chosen to pay fortnightly and no instalment has come out of your account yet -  if a refund of $60 has been agreed on, we will cancel your 4th and 3rd instalments of $25, and reduce the 2nd instalment to $15. You will pay your first instalment of $25 two weeks after you placed their order with you.

Full Refunds
We will automatically cancel your payment schedule, so you are no longer charged for the order. If you have already made payments, we will process a refund back to your card.

For example: If the order value is $100 and you have paid 2 instalments of $25 we would cancel the 3rd and 4th instalment and process a $50 refund (i.e. $25 X 2 instalments).
Why am I still being charged when I have returned the goods?
We recommend you contact the retailer directly.

The retailer needs to process the refund from their end, after you have returned the goods and they have decided that you are within your rights for a refund according to their return policy. We must wait for this to happen before we can settle your account. But we can’t control the speed at which the retailer does this, unfortunately.

We will of course refund any payments you made while you were waiting for your refund to be processed, when the retailer approves it.

If you need help resolving a returns dispute with a retailer because you’re unable to resolve the dispute directly with them, please get in touch with us and let us know what’s happening.
Disputes and Complaints 
If you have a concern with a specific purchase, you should always contact the retailer that you bought from, first. This is often the fastest and easiest way to resolve any issues. If you attempted to contact the retailer and were unable to resolve it directly with them or for any complaints regarding our services, please email us to lodge a dispute.

Have a question?

If you'd like to contact;
etika in Australia
Call 1300-FAIRER (324 737) or email us.
etika in New Zealand
Call 0800-FAIRER (324 737) or email us.
Our office hours are Monday to Friday from 8am to 5pm (AEST & NZDT).
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