Refund and Return Policy

At Eco Deco Australia, we carefully inspect and prepare products before collection or dispatch. Due to the size, weight and nature of our wall panels, tiles, trims and related products, we do not accept returns or provide refunds for change of mind.

This includes situations where a customer:

• Orders more products than required

• Selects the wrong colour, design, size or quantity

• Finds the product unsuitable after purchase

• Changes or cancels their project

• Finds the product elsewhere at a lower price

Nothing in this policy excludes, restricts or modifies any rights or remedies available under the Australian Consumer Law.

Discretionary Returns

In limited circumstances, Eco Deco Australia may agree to accept a return at our sole discretion. Approval is not guaranteed and must be obtained from us before any products are returned.

To be considered for a discretionary return, the product must:

• Be unused, uninstalled, uncut and unmodified

• Be in its original, unopened and undamaged packaging

• Be in a clean and resalable condition

• Include the receipt or other acceptable proof of purchase

• Not be a custom order, special order, clearance product, offcut or discontinued product

Approved discretionary returns will be subject to a 5% restocking fee, calculated on the value of the returned products.

Original delivery, freight and shipping charges are not refundable for discretionary returns.

Requesting a Return

To request a return, contact us at sales@ecodeco.com.au before returning or transporting any products.

Please provide:

• Your name and order number

• Proof of purchase

• The product and quantity you wish to return

• The reason for the return

• Clear photographs showing the product and packaging

If the return is approved, we will provide the return address and return instructions. Products returned without prior written approval will not be accepted.

Return Transport and Costs

For approved discretionary returns, the customer is responsible for:

• Organising the return

• All return transport, freight and handling costs

• Ensuring the products are safely packaged and protected during transport

• Any loss or damage occurring before the products are received by Eco Deco Australia

We do not provide prepaid return labels for discretionary returns.

Products must not be returned to Eco Deco Australia until written approval and return instructions have been provided.

Inspection of Returned Products

All returned products will be inspected after they are received.

Eco Deco Australia may refuse the return or reduce the refund where products or packaging are:

• Opened, torn, marked or damaged

• Wet, dirty or improperly stored

• Cut, drilled, altered or installed

• Missing components

• Damaged during return transportation

• Otherwise unsuitable for resale as new products

Approval of a return request does not guarantee a refund. Final approval is subject to inspection of the returned products.

Damaged, Defective or Incorrect Products

Please inspect all products carefully when they are delivered or collected and before they are cut, modified or installed.

Contact sales@ecodeco.com.au as soon as possible if:

• A product arrives damaged

• You receive an incorrect product

• Products are missing from your order

• You believe a product is defective

Please include your order details and clear photographs or videos showing the product, packaging and reported issue.

Do not install, cut or modify a product that appears damaged, defective or incorrect before contacting us. Installation or alteration may make it more difficult to assess the cause of the issue.

Eco Deco Australia is entitled to inspect and assess the product before providing a remedy. Depending on the circumstances and the requirements of the Australian Consumer Law, the appropriate remedy may be a repair, replacement or refund.

No restocking fee will apply where a customer is entitled to a remedy under the Australian Consumer Law.

Where a product is confirmed to be faulty, defective, damaged before delivery or incorrectly supplied, Eco Deco Australia will meet its obligations regarding reasonable return or collection costs under the Australian Consumer Law.

Colour, Pattern and Appearance

Product images are provided for illustration purposes. Colours, patterns, textures and finishes may appear slightly different because of lighting, photography, image rendering and screen settings.

Customers should check product details and, where available, view physical samples before placing an order. Minor variations that are normal for the product and do not affect its use or performance will not generally be considered defects.

Non-Returnable Products

Except where a remedy is required under the Australian Consumer Law, we do not accept returns of:

• Products returned because of change of mind

• Installed, cut, drilled, trimmed or modified products

• Opened boxes or damaged packaging

• Offcuts, leftover materials or surplus quantities

• Custom-made or specially ordered products

• Clearance, discontinued or final-sale products

• Products damaged through incorrect handling, storage or installation

• Products exposed to moisture, chemicals or unsuitable conditions after delivery

• Products returned without prior written approval

Sale, clearance and special-order products remain covered by the Australian Consumer Law where applicable.

Exchanges

We do not offer automatic exchanges.

Where Eco Deco Australia approves a discretionary return, the original product will be processed as a return and the customer may place a separate order for the replacement product.

Any price difference, delivery charge, return cost and restocking fee will be payable by the customer unless the exchange is required as a remedy under the Australian Consumer Law.

Refunds

Once an approved return has been received and inspected, we will notify you whether the refund has been approved.

Approved discretionary refunds will be calculated after deducting:

• The 5% restocking fee

• Any non-refundable delivery or freight charges

• Any reasonable reduction for missing items, damaged packaging or damage to the product

Refunds will normally be issued to the original payment method within 10 business days after approval. Processing times may vary depending on your bank or payment provider.

Australian Consumer Law

Our products come with guarantees that cannot be excluded under the Australian Consumer Law.

You may be entitled to a repair, replacement, refund or another remedy where a product fails to meet an applicable consumer guarantee. Your rights under the Australian Consumer Law are not limited by this return policy, any stated return period, the condition of the original packaging or the expiry of a manufacturer’s warranty.

For questions about returns, refunds or product issues, contact:

Eco Deco Australia
Email: admin@ecodeco.com.au