Last updated: 28 September 2026
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This page explains when refunds are given and how they are paid. It works together with our Return Policy (which explains how to return goods) and our Terms & Conditions. Nothing in this policy limits your rights under the Australian Consumer Law.
When you can get a refund
- Change of mind (in-stock products): unused, unopened products returned within 30 days of delivery under our Return Policy.
- Faulty, damaged or incorrect products: where the product has a major failure, or we can’t or don’t repair or replace it, you can choose a refund under the Australian Consumer Law. This applies to custom products too.
- Missing items: if an item from your order does not arrive, we will send it or refund it.
- Cancellations before dispatch: if you ask us to cancel an in-stock order before it has been dispatched, we’ll cancel it and refund you in full. For custom products, you can cancel before you approve the artwork and production starts.
- Orders we cancel: if we cancel an order (for example because of a stock issue, a pricing error or suspected fraud), we’ll refund you in full.
What we refund
- We refund the amount you paid for the affected goods, after any discount code was applied.
- Shipping: original shipping is refunded if you’re entitled to a refund because of a major failure, a damaged, missing or incorrect item, an error on our part, or if we cancel your order. Shipping is not refunded for change-of-mind returns.
- Return shipping is paid by you for change-of-mind returns. We cover it for faulty, damaged or incorrect goods.
What is not refundable
- Change-of-mind returns of custom products, including any product with logo printing, once artwork or a proof has been approved and production has started. These products are made to order and can’t be resold.
- Change-of-mind returns of opened or partly used cartons, or goods returned outside 30 days or in a condition that doesn’t meet our Return Policy.
Faults, damage and errors are always covered as described above, including for custom products.
How refunds are paid
Once we’ve received and inspected a return, we’ll email you to say whether the refund is approved. We aim to do this within 5Â business days of receiving your return. Approved refunds are paid to your original payment method. Once we confirm a refund has been processed:
- Credit card refunds can take up to 72 hours to appear.
- Bank transfer refunds can take up to 48 hours to appear.
Processing times can vary between financial institutions. If your refund hasn’t appeared after these times, please contact us.
How to ask for a refund
Email sales@ecofriendlypackaging.com.au or call 1300 670 673. Please include your order number and, for faulty, damaged or incorrect goods, photos of the product, the outer carton and the shipping label. For damage in transit, missing or incorrect items, please contact us within 7 days of delivery (see our Shipping Policy).
Contact us
Ecofriendly Packaging Australia Pty Ltd | ABN 49 691 204 592
12/65 Elizabeth St, Wetherill Park NSW 2164
Phone: 1300 670 673 | Email: sales@ecofriendlypackaging.com.au