Please be advised that we are experiencing some delays with our freight delivery. Thank you for understanding.

Returns and Exchanges

Returns

 

Non Insulation Returns:
ecoMaster offers a return policy for all standard 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.
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

 

ecoMaster offers an exchange policy for all standard 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.

Exchanges of Non Standard products, such as Non Vacuum Packed Underfloor Insulation in Victoria, is a custom manufactured product and cannot be exchanged. 

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

A 4% fee will be charged if the exchange value is lower than the original purchase.  This fee  covers the non refundable costs from our webstore administrators and credit card fee processors.  This charge will be deducted from any monies due.   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.

 

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 the 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 be deducted from your refund.  

These fees also include changes of your order from one product to another product of lesser value.

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. 

 

 

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 Vacuum Packed Underfloor Insulation in Victoria and all underfloor insulation orders in NSW, QLD, TAS, SA, WA, ACT.  

 

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

  • 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, if any, identified.
  • If the product is defective, it will be replaced and the cost of return freight will be reimbursed.