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Returns

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You are welcome to return products, purchased online or through our sales consultants, to our Returns Department (via post) for a refund if they are deemed faulty or damaged, please see damaged, faulty or incorrect products for more info.

Products being returned need to be in original condition; with any packaging intact, and your proof of purchase included.

Product/s can be returned to us by following these simple steps:

  1. Pack your product/s in their original condition, together with the packing list we sent you into a protected parcel (to avoid damage during transit).
  2. Post the parcel to our Returns Department:

EcoCare Australia Returns
PO Box 478
Belmont  WA  6984

Please note that you will need to cover the shipping costs for your return parcel. EcoCare Australia is not liable for any items you return to us that are lost or damaged in transit. Please note, if you decide to return your item, the original shipping costs for your order won’t be eligible for a refund.

Once we receive your product/s back into our Returns Department, we will assess the product/s to ensure that they meet our returns criteria. Once the assessment is completed and the returns criteria satisfied, we will issue a refund on the payment card or PayPal account used to purchase the product/s.

EcoCare Australia respects consumer rights under Australian Consumer Law (ACL) and processes all warranty and non-warranty claims in accordance with legislative requirements.

Damaged, Faulty or Incorrect Products

No one likes discovering that the product they bought is either damaged or faulty! In the unlikely event that this happens, we want to resolve the matter as quickly as possible and with minimal inconvenience to you, our customer. We understand that products might have been used prior to discovering a fault with it.

Damaged, faulty or incorrect product(s) returned within 14 days of receipt will be refunded or exchanged at your discretion. If you return product(s) after 14 days, they will need to be assessed by our Returns Department. We will always endeavour to resolve the issue as soon as possible.

If you have received an incorrect item or a damaged item, please contact our customer service team straight away. Call us on 1800 633 866, we’re here Monday-Friday 7am-5pm (AWST) or email us at support@ecocare.com.au.

Then follow the returns process.  A Customer Service Team Member will contact you as soon as we receive your parcel. EcoCare Australia will refund the purchase price of the faulty, damaged or incorrect product and cover your return shipping costs. Please return products via standard post, unless otherwise arranged with our Customer Service Team. In instances where you have requested an exchange instead of a refund we will ship the product to you at no additional cost. Please note, if you decide to return your item, the original shipping costs for your order won’t be eligible for a refund.

There are a few things to note:

  • Many of our products require repeat applications and time to rectify the issues you are experiencing, for example restoring a failed system with Activator or clearing drains with AllClear or Kitchen Clear.  If you are not getting the results you expected please contact our Customer Service team for assistance and additional information before returning these products
  • Products of a technical nature may seem faulty when in fact they are not, for example reprogramming the dosing units may resolve a potential issue. Contact our Customer Service team before returning technical products for additional information.

In the event that the product you have returned is not deemed to have a manufacturing fault, we are unable to refund your shipping costs. If you are unsure about whether a product has a manufacturing fault please feel free to call our Customer Service Team before sending it back to us.

The EcoCare refund policy outlined above in no way limits your rights as a Consumer as outlined by the ACL.

For any questions, our Customer Support team are here to assist. Call us on 1800 633 866, we’re here Monday-Friday 7am-5pm (AWST) or email us at support@ecocare.com.au.