Refund policy

At Ecopack Australia, we value our customers and want you to shop with confidence. If your purchase doesn’t meet your expectations, we’re here to help. This policy complies with the Australian Consumer Law (ACL), which provides consumers with rights to remedies including repair, replacement, or refund under certain circumstances.

Faulty, Damaged, or Incorrect Goods

If your item is faulty, damaged, or incorrect, please notify us within 30 days of receiving your order. Follow the procedure outlined below to return your goods (return shipping costs for faulty, damaged, or incorrect goods are covered by Ecopack Australia).

  • Faulty goods – If your product is defective, you may be entitled to a repair, replacement, or refund depending on the issue.
  • Damaged goods – Keep the original packaging, as the courier may need to inspect it. We will organise a replacement or refund once the damage is confirmed.
  • Incorrect goods – If you receive the wrong product, we will arrange an exchange or refund once the item is returned in resalable condition.

Change of Mind Returns

If you change your mind about a purchase:

  • Returns are accepted within 14 days of delivery.
  • Items must be unused, in original packaging, and in resalable condition.
  • Delivery charges are non-refundable and return shipping is at your expense.
  • A refund will be issued once we receive and inspect the returned item.

How to Make a Return

  1. Contact us – Email hello@ecopack.com.au with your order details and the reason for the return.
  2. Follow our instructions – We will provide packaging and return instructions. Please return the item within 14 days of receiving these instructions.
  3. Refunds and replacements –
    • Refunds include the product cost plus eligible postage for faulty, damaged, or incorrect goods.
    • Refunds for change-of-mind purchases exclude original and return shipping.
    • Refunds are processed within 14 days of receiving the returned item and your account details.

Return Address

Storefast c/o Ecopack Australia 
59 Vision Street 
DANDENONG SOUTH 
3175, VICTORIA