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Returns and Exchanges

Returns and Exchanges


ecoMaster offers a refund or exchange for all standard goods purchased from the store.  The goods must be undamaged and in the original unopened packaging.   You will be responsible for the cost of freight return. A restocking fee of up to 20% will be applied.  All Returns or Exchanges must be completed within 60 days of the purchase date.

Standard Insulation products can ONLY be returned in Victoria with prior authorization. A 20% restocking fee will apply.

NOTE:  Underfloor Insulation in NSW, QLD, TAS, SA, WA, ACT is a custom manufactured product and cannot be returned.   Non Vacuum Packed Underfloor Insulation in Victoria is also a custom manufactured product and cannot be returned.  If you have over-ordered, there is a buoyant market for this product on social media platforms.

** A re-stocking fee applies to all returns **

 

Refunds


Refunds will incur a 4% fee which covers the non refundable costs from our webstore administrators and credit card fee processors. This cost also includes changes from one product to another product of lesser value. To avoid this external cost imposed on our business, we would be delighted to offer you a gift certificate.

 

Cancellation of Order after Shipping


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

 

Damaged or Defective Goods 


If you have received defective or damaged product, ecoMaster will refund or exchange the item, or send a replacement part. If you have received damaged or defective goods, please email:

  • a photograph of the defect
  • proof of purchase from ecoMaster within the 30 day purchase period
  • contact information (name and phone number)

The email is to be sent to sales@ecomaster.com.au with. Please wait for confirmation from the office as to the next steps.  

** Note: No replacement of damaged stock will take place after the 30 day purchase period ** 


Return Shipping 


To return your product after you have advised ecoMaster of an issue, you should ship your product to:

ecoMaster Pty Ltd

Unit 14, 1 Bell Street, Preston 3072

Do not send your purchase back to the manufacturer.

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 identified. If the product is defective, it will be replaced.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We do not guarantee that we will receive your returned item.