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Your rights and our obligations under Australian Consumer Law.
At Eco Pallets, we are committed to supplying quality products and providing excellent customer service. This Returns and Refunds Policy outlines your rights and our procedures for returns, exchanges, repairs, and refunds.
This policy operates in conjunction with your rights under the Australian Consumer Law (ACL), which cannot be excluded, restricted, or modified.
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.
You may be entitled to a repair, replacement, or refund if a product:
Where a product experiences a major failure, you may choose a replacement or refund. Where the issue does not constitute a major failure, we may choose to repair, replace, or refund the product as permitted by law.
We recommend inspecting all deliveries immediately upon receipt.
If your order arrives damaged, defective, incomplete, or incorrect:
For freight-related damage, we recommend notification within 7 days of delivery to assist with freight claims. This recommendation does not limit your rights under Australian Consumer Law.
Following assessment, we may arrange:
At our discretion, we may accept change-of-mind returns within 14 days of delivery.
To be eligible:
Change-of-mind returns require prior approval from Eco Pallets before goods are returned.
We reserve the right to refuse returns that do not meet these conditions.
Unless required by Australian Consumer Law, we do not accept change-of-mind returns for:
Where a return is approved due to a product fault, defect, or error on our part, Eco Pallets will arrange or reimburse reasonable return freight costs.
For approved change-of-mind returns:
Any applicable restocking fee will be advised before the return is approved.
Many Eco Pallets products are supplied in bulk quantities or via palletised freight.
For commercial orders, bulk orders, project supply agreements, or custom quotations, additional return conditions may apply and will be outlined in the relevant quotation, sales agreement, or invoice documentation.
Where specific contractual terms apply, those terms will take precedence to the extent permitted by law.
To request a return, repair, replacement, or refund, please contact us with:
Email: sales@ecopallets.com.au
Please do not return goods without prior authorisation from Eco Pallets.
If approved, we will provide return instructions and advise the appropriate warehouse location.
Once returned goods have been received and inspected, we will notify you of the outcome of your claim.
Approved refunds will be processed using the original payment method unless otherwise agreed.
Please allow up to 10 business days for refund processing and banking clearance times.
For any questions regarding returns, refunds, warranty claims, or Australian Consumer Law rights, please contact:
Eco Pallets
Phone: 08 9353 3113
Email: sales@ecopallets.com.au
Website: https://ecopallets.com.au