Thanks for purchasing our products at Ecoy.
In order to be eligible for a refund, you have to return the product within 30 calendar days of receiving your purchase. The product must be unopened and in the same condition that you receive it and undamaged in any way for change of mind purchases. For any manufacturing issues with Ecoy products, please refer below for more information.
1. Who is eligible for a refund?
Refunds are available to anyone who has purchased Ecoy bamboo bedding from Ecoy and meet certain additional criteria. Please keep a record of your order for it’s necessary to progress any claims. Without it, we maintain the right to deny any refund claims. It is worth noting that refunds serve the original buyer exclusively and cannot be transferred upon resale.
2. What constitutes an eligible refund?
Refunds are eligible for defects in craftsmanship and materials of Ecoy bedding that have been in normal household use and have followed Ecoy care instructions.
- Any flaw in the fabric that leads to splitting or tearing.
- Manufacturing flaws in the quilt cover, such as breakage of zips or clips.
- Pilling and abrasion due to friction and washing
3. What is excluded from refunds?
Any issue not listed under the section 'What constitutes an eligible refund?' section is not eligible for a refund. For clarification, the following list of issues are common examples that are not eligible for a refund. There may be other examples beyond what is mentioned here.
- Minor irregularities and minor aesthetic defects such as stray threads of fabric
- Regular wear and tear over time
- Regular wear and tear post-washing
- Reasonable and gradual fading over time to entire bedding as opposed to concentrated fading of specific areas
- Any damage due to incorrect washing for example bleach or harsh chemicals
- Any conditions deemed unsanitary or resulting from misuse such as body oil, body fluid, food or beverage stains
4. Your Obligations
To make a claim under for a refund, send: 1) a concise written description and photo of the assumed defect; 2) proof of purchase (like your order number or original dated sales receipt) to Ecoy at firstname.lastname@example.org.
We reserve the exclusive right to ask for photographs, videos, additional information, or descriptions, or to inspect the bedding physically before accepting any claim.
Should there be a necessity for shipping costs to return your bamboo bedding, such costs will not be your responsibility.
5. Our procedure upon receiving your information
We will meticulously evaluate all received evidence pertaining to the potential refund claim, including, in some instances, the Ecoy bamboo bedding itself. After reviewing the evidence, Ecoy will, at our exclusive and reasonable discretion, decide whether your claim is eligible for a refund. If it does, we will either repair or replace the product and send it back to you. Ecoy retains the right to provide a comparable replacement if the original item is no longer available. The 30 day refund period does not renew after the initial refund claim but continues from the original purchase date.
6. What if a cash refund is preferred?
A successful claim does not entitle you to a cash refund. It can pertain to replacements, repairs, and upgrades for successful claims.
Our products are accompanied by guarantees that cannot be excluded under the Australian Consumer Law. You are eligible for a replacement or refund for significant failures and reimbursement for any other reasonably foreseeable damage or loss. You also have the right to have the products repaired or replaced if they fail to meet acceptable quality, and the failure is not major.
Ecoy Pty Ltd.
For more queries, email email@example.com