Returns
Change of Mind & Incorrect Sizes:
We offer a 30-day exchange policy for unopened, unused, and unwashed goods that are in the same condition as how you received them. If the product has been opened, please be careful to pack the products up in the same way they were received, e.g, sheets not rolled up in a ball and with all original packaging. Goods that are not returned in the same way as the way they were sent may incur a dry cleaning fee.
For a change of mind, customers are responsible for the return shipping charge. The original postage charge will not be refunded; this includes the shipping costs that Ecoluxe incurred to ship your order to you (even if you may have received free shipping), as we are a small business and can’t afford to cover the costs of postage due to a change of mind or incorrect ordering. Free shipping is a big expense to a small business and one that we really take pride in being able to offer.
Faults:
Upon receipt of your order, please thoroughly check over your item (s) for any faults or order discrepancies. In the rare case that a fault occurs, the items can only be replaced/refunded if the items are unwashed and unused. Misuse of delicate and bulky products (such as washing in hot water, tumble drying at high temperatures, or stuffing a 5kg mattress topper into a machine that is too small) may result in damage to the product after it has been received and washed incorrectly. Once the item has been washed, it cannot be returned. Please check your items upon receipt and notify us immediately (via email) of any faults.
Our products are predominantly made from Organic Bamboo, which requires more care and delicate treatment than other fabrics.
Please see the website item description and care tags attached to the products for care instructions.
Incorrect Item:
In the case you have received an incorrect item, please notify us immediately, and we will rectify the problem at our cost. We will provide you with a pre-paid label to return the incorrect goods and replace them at our cost.
How to return your item:
To process a return, please complete the form below and provide details as to why you are returning your product(s). Your return will then be assessed, and you will be advised by return email of the outcome.
To receive a refund or an exchange for a credit note, the product must be in original condition (unwashed and unused) with the correct original packaging and returned within 30 days of purchase. The correct packaging is important as it provides protection during freight and also keeps it protected in storage at our warehouse. Items not returned in the protective packaging can not be resold – PLEASE ENSURE IT IS IN THE ORIGINAL PROTECTIVE PACKAGING!
If the items are returned used or washed, the items will not be refunded or exchanged and will be posted back to you.
Please ensure the goods are returned in the same way they were sent to you. Linen that is returned rolled up in a ball will need to be drycleaned to ensure the next customer receives an item packed neatly.
Please include your packing slip or a note with your name and order number in the package.
Payment & Pricing
Online orders can only be accepted with payment via Credit Card (Visa or Mastercard), PayPal, Afterpay, Apple Pay, and Bank Transfer. All prices are in Australian dollars (“AUD”) and include Goods and Services Tax (“GST”).
Products are priced at the recommended retail price as set by us. We reserve the right to make changes to pricing at any time and without notice.
Please complete a Refund & Returns Form below.