Return Policy
Last updated: January 21, 2025
At Earthecoflush, we are committed to your satisfaction with our custom patches, embroidery, and appliqués. This Return Policy outlines our policies regarding returns, exchanges, and refunds and should be read together with your rights under the Australian Consumer Law.
Return Period
If there is a problem with your order, we ask that you contact us as soon as possible after delivery. In most cases, you should let us know about any issues within 7 days of receiving your order so we can assess the situation and discuss available options.
Custom-Made Items and Conditions of Return
All of our products are custom-made to your specifications. Due to the personalised nature of our services:
- Returns are generally not accepted for custom-made items once production has begun
- We strongly encourage you to carefully review all design proofs before approving them for production
- Changes cannot be made once production has started
Quality Guarantee
We stand behind the quality of our work. If your order has a defect or error caused by Earthecoflush, we will:
- Replace the defective items at no additional cost
- Provide a full refund if replacement is not feasible
- Cover return shipping costs for defective items
Defects and Errors
Items eligible for return or replacement include those with:
- Manufacturing defects in materials or workmanship
- Errors in production that do not match your approved design
- Damage that occurred during shipping
- Incorrect items delivered
Return Process and Reporting Issues
To report a problem with your order and start a return or replacement process:
- Contact us within 7 days of receiving your order
- Provide your order number and clear photos of the issue
- Describe the problem in detail
- Keep all packaging and items in their original condition
Non-Returnable Items
The following items cannot be returned or refunded:
- Custom-made items with no defects or errors
- Items that have been used, worn, or altered
- Items damaged due to misuse or improper care
- Items where you approved an incorrect design proof
Order Cancellations
You may cancel your order under the following conditions:
- Before design approval: Full refund available
- After design approval but before production starts: Refund minus design fees
- After production has begun: No refund available, unless there is an error on our part
Refund Process
If your return is approved:
- Refunds will be processed to your original payment method
- Please allow 5-10 business days for the refund to appear in your account
- You will receive an email confirmation when the refund is processed
Shipping for Returns
Regarding return shipping:
- We cover return shipping costs for defective items or our errors
- You are responsible for return shipping costs for other approved returns
- We recommend using a trackable shipping service
- We are not responsible for items lost or damaged during return shipping
Exchanges
Exchanges are handled on a case-by-case basis. If you need to exchange an item:
- Contact us to discuss your options
- Exchanges may be subject to additional fees depending on the circumstances
- The original item must be returned in unused condition
Australian Consumer Law and Your Rights
Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. If there is a major problem with our services or products, you may be entitled to a replacement, repair, or refund, and in some situations to compensation for reasonably foreseeable loss or damage.
The options we describe in this Return Policy are provided in addition to, and do not limit, any rights or remedies you may have under the Australian Consumer Law or other applicable Australian legislation.
Contact Us
If you have questions about returns or need to initiate a return, please contact us:
Earthecoflush
141 Barrack St, Perth WA 6000, Australia
Phone: +61 487 880 110
Email: help-@earthecoflush.world
We appreciate your business and will work with you to resolve any issues to your satisfaction.