Shipping, Returns & Refunds
Freight charges to Australian Mainland delivery addresses (*excluding WA and some other remote locations) for orders:
- over AU$200.00 (ex GST) are freight free.
- below AU$200.00 (ex GST) are charged at a flat rate of $12.00
*A remote location surcharge may apply to some areas.
Dispatch & Delivery
All orders are dispatched by contract courier companies, including Australia Post for smaller parcels. We use the best available couriers but delivery delays may be experienced due to high volume of customer orders, especially at peak times such as Christmas, after public holidays or due to unforeseen courier demands.
All couriers require a signature at the time of delivery (unless instructed otherwise). When placing your order, you may, entirely at your risk, request the courier leaves your delivery in a nominated place without a signature (authority to leave).
Please note that by selecting this option, you take full responsibility for the parcel once it leaves the distribution centre. No claim can be made if the parcel is lost or stolen. In all cases you agree to pay for goods that the courier states in writing have been delivered to the address that you nominated.
If we are unable to deliver to your area, we reserve the right to not supply products based on your location.
RETURNS & REFUNDS
If an item is faulty or damaged please let us know within two (2) days of receipt and we will arrange to have it exchanged, refunded or we will issue a store credit. We do not offer returns for change of mind, please make sure you have checked the item details prior to purchase. If you’re not happy with your purchase you may return the item at your own cost within three (3) days of receiving your order and we will issue you a store credit.
Unfortunately, Ecolix will not accept returns:
- without a return’s authorisation and other requested documents (i.e. evidence of damage / fault).
- based on change of mind.
- with damaged or soiled packaging (unless product is faulty).
- outside of the 48hrs-from-delivery notice period (for damaged goods).
- sale items are final sale and therefore cannot be returned, exchanged or refunded (unless they are found to have a genuine fault).
- of items supplied on a ‘No Return Basis’, including but not limited to cosmetics, special order items, perishables (food) and clearance items.
- of personal care products (sanitary items, toothbrushes, make up, skin and body care).
- of gift Cards or vouchers.
- of any merchandise where the GST has been claimed under the Tourist Refund Scheme, unless proof of repayment of the GST upon return to Australia is provided.
All returns must be authorised prior to their return for credit or exchange, please do not return faulty products without first contacting us. Returned products (unless faulty) must be returned unused and in a pristine saleable condition with the original packaging within five (5) days of delivery.
If you would like to return your item, please email us at email@example.com for instructions.
We reserve the right to refuse any returned items that have been damaged after they are received by you, or if they are not in new condition and original packaging. Any damage incurred in transit back to Ecolix due to poor packaging or otherwise, is solely the responsibility of the customer. Refused items will be posted back to you and additional postage will be charged.
We accept no responsibility for returns that are sent by non-traceable postage methods and are not received. Unfortunately, without the items we cannot issue an exchange or refund. We strongly suggest you send your returns using a traceable method.
Please note that we take great care in packaging and items rarely arrive damaged. But if any of your items do arrive damaged please contact us within two (2) days of receiving your order and we will (at our discretion) either refund your purchase price or send you replacement items. We ask that you take a picture of the damaged item and email to us at firstname.lastname@example.org. This way we can make every effort to prevent it happening again.
If a package is returned to us marked undeliverable, we will contact you to organise re-delivery at your own cost. If you do not respond, you will be refunded the original purchase price but not the shipping charges.