Shipping Policy

Shipping Policy

We currently ship Australia-wide.

Processing Times

Orders are processed within 1–2 business days (Monday to Friday, excluding public holidays).

Orders placed after 12:00 pm AEST, on weekends, or on public holidays will be processed on the next business day.

Delivery Timeframes

Estimated delivery times after dispatch:

●      Standard Shipping: 2–7 business days

●      Express Shipping: 1–3 business days

Delivery times are estimates only and may vary depending on your location and the courier network.

Shipping Costs

Shipping costs are calculated at checkout based on your delivery address and selected shipping option.

Where applicable, free shipping promotions will be displayed at checkout.

Order Tracking

Once your order has been dispatched, you'll receive a shipping confirmation email with tracking details.

Incorrect Shipping Details

Please ensure your delivery details are correct before placing your order. We cannot be responsible for delays or additional shipping costs resulting from incorrect addresses provided at checkout.

Delayed or Lost Parcels

If your parcel is delayed beyond the expected delivery timeframe or appears lost, please contact us and we'll work with the courier to investigate and resolve the issue.

Returns & Refund Policy

Returns & Refunds

We want you to be completely satisfied with your purchase.

If you change your mind, you may request a return within 30 days of receiving your order.

To be eligible for a return:

●      Product must be unused.

●      Product must be in its original packaging.

●      Proof of purchase is required.

Customers are responsible for return shipping costs unless the item is faulty or supplied incorrectly.

Faulty or Damaged Products

If your product arrives damaged, faulty, or incorrect, please contact us within 7 days of delivery.

Please include:

●      Your order number

●      A description of the issue

●      Clear photographs where applicable

We'll assess the issue and arrange a replacement, repair, or refund in accordance with Australian Consumer Law.

Refunds

Once your returned item has been received and inspected, approved refunds will be processed to your original payment method within 5–10 business days.

Shipping charges are non-refundable unless the product is faulty or supplied incorrectly.

Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

Contact Us

If you have any questions regarding shipping or returns, please contact our customer support team.

Email: info@ecoheads.com.au