Refunds

Thank you for choosing Ecoy! We’re committed to ensuring you have a great experience with our products. Below is our policy for refunds, exchanges, and warranty coverage, including your rights under Australian Consumer Law.

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1. 90-Night Sleep Trial

Your first Ecoy order comes with a 90-night sleep trial. Sleep on your bedding for up to 90 nights from the day it’s delivered. Use it, wash it, sleep on it. If it’s not right for you, email support@ecoy.com.au within 90 nights of delivery and we’ll take it back.

• You’ll get a full refund to your original payment method.
• We cover the return postage.
• Used and washed bedding is fine. Returned bedding is donated to not-for-profit organisations, so it doesn’t go to waste.
• We’ll ask for a short note on why it wasn’t right, so we can keep improving.

The sleep trial applies to first-time Ecoy customers. Refunds usually appear 5 to 10 business days after we receive your return, depending on your bank.

Exchanges

Need a different size or colour? Unopened items in their original condition can be exchanged within 90 nights of delivery. Just reach out to us at support@ecoy.com.au.

2. Warranty & Refund Eligibility Beyond 90 Days

After the initial 90-day period, Ecoy products remain protected under our warranty for issues related to craftsmanship and materials. For products beyond the 90-day period, refunds or replacements may be issued for:

• Fabric flaws that lead to splitting or tearing.
• Defects in quilt cover zips or clips.
• Excessive pilling or abrasion under standard use.

To be eligible for a refund or replacement beyond the 90-day period, products must have been in regular household use, with Ecoy care instructions followed. Proof of purchase is required (e.g., order number or sales receipt). Refunds and replacements are available only to the original purchaser and are non-transferable.

Warranty Coverage Periods:

• Bamboo Sheet Sets, Quilt Cover Sets, Pillowcases, Fitted Sheets, and Mattress Protectors: 2 years from the date of purchase.
• Bamboo Quilts and Memory Foam Pillows: 5 years from the date of purchase.

3. Exclusions from Warranty Claims (after the trial)

After the 90-night sleep trial, warranty claims do not cover:

• Minor aesthetic issues like stray threads or small irregularities.
• Gradual fading or normal wear and tear from washing.
• Damage from incorrect washing (e.g., bleach or harsh chemicals).
• Stains from body oil, fluids, food, or beverages.

For a full list of exclusions, please refer to the Australian Consumer Law.

4. Your Consumer Rights

Under Australian Consumer Law, our products come with guarantees that cannot be excluded. You are entitled to a replacement or refund for a major failure and to compensation for any other reasonably foreseeable loss or damage. You also have the right to have the products repaired or replaced if they fail to meet acceptable quality, even if the warranty period has expired.

5. Making a Claim (Refunds & Warranty)

To make a claim, please email support@ecoy.com.au with:

• A brief description and photo of the issue.
• Proof of purchase, such as your order number or sales receipt.

We may request additional information or the physical product for inspection. If a product is deemed faulty, Ecoy will cover return shipping costs.

6. Review Process

Upon receiving your claim, we will evaluate the provided evidence to determine eligibility. Ecoy reserves the right to repair, replace, or, if the original item is unavailable, offer a comparable replacement. The original purchase date applies to the warranty period and does not reset with any repair or replacement.

7. Cash Refunds for Major Failures

In the case of a major failure, customers are entitled to a cash refund, replacement, or repair as required under Australian Consumer Law. For minor issues, we may offer a repair or replacement as appropriate.

For any additional questions, please reach out to support@ecoy.com.au.

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Thank you for trusting Ecoy to support your sleep experience. We’re here to help with any questions or further assistance.