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:
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.

Where an insulation product has been specifically Made to Order, it cannot be returned.

To avoid the restocking fee... if you have over-ordered insulation, there is a buoyant market on social media platforms for excess insulation (or simply pop it into your ceiling). 

*** Note:  Refunds will only be made to the credit card or bank account from which the original transaction was made. 

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.

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.

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.

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.

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. 

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 (1300 326 627) to let us know immediately. 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.

SPECIAL NOTE: 

ecoMaster 'long freight' couriers have very strict policies on the ability to claim on insurance if your order arrives damaged.  There is a 48 hour window from receipt of goods for ecoMaster being able to advise the freighters of a damage claim. 

PLEASE ensure you have advised us IMMEDIATELY if an order has been damaged on arrival.  Open your order immediately and check.  Reporting a damaged order outside of the 48 hour window, means that we are unable to make an insurance claim on your behalf. 

Return Shipping

Faulty Goods will be replaced or refunded.

• ecoMaster will determine whether to replace or refund the product.
• If the goods have been delivered, we shall arrange for the faulty goods to be replaced or collected for a refund.
• If you have collected the goods from one of our collection points, you need to return them to the same collection point.
• If the faulty goods are to be refunded, the refund will be processed once the faulty goods are received at our collection point.