Returns and Exchanges

Returns / Exchanges / Refunds / Cancellations

 

Returns

Draught Proofing Returns:
ecoMaster offers a return policy for all standard draught proofing products purchased from the store. The products must be undamaged and in the original unopened packaging. You will be responsible for the cost of freight.

A restocking fee of 20% will be applied. All Returns must be completed within 30 days of the purchase date.

Insulation Returns:
Victoria: A 20% restocking fee will apply. You will be responsible for the cost of freight.

All Insulation Returns must be completed within 60 days of the purchase date and the insulation must be in the original unopened packaging.

Outside of Victoria: Insulation provided by ecoMaster is custom manufactured by Bradford CSR and cannot be returned. If you have over-ordered, there is a buoyant market on social media platforms.

 

Exchanges

 

Draught Proofing Exchanges:
ecoMaster offers an exchange policy for all standard draught proofing products purchased from the store. The products must be undamaged and in the original unopened packaging. You will be responsible for all freight costs. All Exchanges must be completed within 30 days of the purchase date.

Insulation Exchanges:
ecoMaster offers an exchange policy for all standard insulation products purchased from the store. Custom manufactured insulation (such as a higher R value or extra wide insulation) cannot be exchanged.

NSW, QLD, SA, WA, ACT Underfloor Insulation is a custom manufactured product and cannot be exchanged.

 

Refunds

 

Draught Proofing Refunds:
Where an order has been cancelled before it has been shipped, a Refund can be processed. It will incur a 4% fee which covers the non refundable costs from our webstore administrators and credit card fee processors. This charge will be deducted from your refund.

If a specialist courier has already been booked, but your order has not yet been shipped, there is a $16 cancellation fee that is imposed by the courier. This charge will also be deducted from your refund.

To avoid these external costs imposed on our business, we would be delighted to offer you a gift certificate to the value of your original purchase.

Insulation Refunds:
Where an order has been cancelled before it has been shipped, a Refund can be processed. It will incur a 4% fee which covers the non refundable costs from our webstore administrators and credit card fee processors. This charge will be deducted from your refund.

 

Cancellation of Order after Shipping


If you wish to cancel an order after it has been shipped, the same policy applies as per Refunds. You will be responsible for the costs and arranging the return of the product in good order and acknowledge that a 20% restocking fee will apply.

Custom orders cannot be cancelled after shipping. This includes non standard insulation in Victoria and all insulation orders in NSW, QLD, SA, WA and ACT.

 

Damaged or Defective Goods


If you have received defective or damaged product, ecoMaster will refund or send a replacement part. If you have received damaged or defective goods, please call us to let us know. Then email sales@ecomaster.com.au with:

  • * A photograph of the defective product
  • * Your order number and the date of purchase (that must be within the 30 day purchase period)
  • * Contact information (name and phone number)

One of the ecoMaster team will be in contact with you to determine the next steps.


Return Shipping Costs


We operate on a “fair and reasonable” basis. You will be responsible for paying your own shipping costs for returning your item. When the product is received, it will be inspected and the fault is ours, the product will be replaced and the cost of return freight will be reimbursed.

Basically, if there is a problem that we have caused, we will pay the freight costs. If there is a problem we have not caused, you pay the freight costs.