Refund policy
ECOFURB RETURNS AND REFUNDS POLICY
At Ecofurb, we have confidence in our products, and we are confident that you will be satisfied with our products. That’s why we stand behind our products with this Returns and Refunds Policy, along with the warranty we provide for the products we supply. Importantly, the rights described in this policy are in addition to the statutory rights to which you may be entitled under the Australian Consumer Law and other applicable Australian consumer protection laws and regulations. Please note there may be limitations on your right to return and obtain a refund for products; however, these limits will always be subject to your statutory rights.
Time for returns/refunds. If you wish to seek a return in respect of a product because:
- You no longer want or need the product and have not used the product after receipt;
- The wrong product has been supplied,
you must do so within 14 days of receipt of the product.
In the case of returning a product due to a defect (a Warranty Claim), you must seek to return the product within 12 months of receipt of the product.
Process for returns. If seeking a refund, please first contact us by email at contact@ecofurb.com.au with your order number, a description of the product you wish to return, and the reason for your return request. Once you make your request and/or identify an issue with the product supplied, we will first try to remedy the apparent issue with the product before it is returned. In many cases, a simple solution will resolve the issue. If we determine that a return of the product is required, the processes detailed in this policy will be followed.
Valid reasons for returns and invalid reasons. Ecofurb will (conditionally – subject to 5 below) accept return of a product for refund in the following circumstances:
- The product does not match the description of the product ordered (i.e., the wrong product has been supplied);
- There is a defect in the product; or
- You no longer have a need for the product and you have not used the product after receipt.
Ecofurb will not accept return of a product for refunds in the following circumstances:
- The packaging has been opened, and the product substantially used;
- The product has been damaged after receipt, either willfully or by accident.
Returning products. Refund or replacement of a product (with an equivalent or superior product) will only be approved in circumstances where the originally supplied product is returned to Ecofurb. If we approve your request to return a product for a refund, we will notify you by return email of where to send the product back to us and provide you with a “returns number,” which should be written on the outside of the packaging in which you send the product. Products must be returned by prepaid post, and we suggest insuring the product with Australia Post and using registered mail for added protection. Keep any shipping receipt for your records. If the return of the product is due to a defect or an incorrect product, and Ecofurb reasonably accepts the reason, we will reimburse reasonable return postage costs. In all other cases, the return postage costs must be borne by you. Kindly note a 20% restocking fee applies after 14 days.
Method of refund. If Ecofurb approves a refund, you may choose one of the following options:
- A refund of the price paid for the product credited to the original form of payment; or
- Replacement with the correct or equivalent (or, at Ecofurb’s discretion, a superior) product; or
- Credit towards other purchases.
Once we have processed your request and inspected the returned product (as per 4 and 5 above), if we approve the return for a refund, we will email you to confirm the approval and provide options for the method of refund as outlined above. Upon receiving our email approving the refund, you must respond with your chosen refund method.