Last updated: 28 September 2026
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Ecofriendly Packaging Australia Pty Ltd (ABN 49 691 204 592) wants you to be happy with your order. This policy explains how returns and refunds work. It forms part of our Terms & Conditions. Nothing in this policy limits your rights under the Australian Consumer Law.
Your rights under the Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. If a product has a major failure, you can choose a replacement or a refund. If the failure is minor, we can choose to repair, replace or refund. These rights apply whether or not the 30-day return period below has passed, and they apply to custom products too.
Change-of-mind returns: in-stock products
If you’ve simply changed your mind, you can return in-stock products within 30 days of delivery, provided:
- The item is unused and in its original condition.
- The original outer packaging is intact.
- Cartons are unopened and in resalable condition. Opened or partially used cartons cannot be returned for change of mind.
- You submit your return request within 30 days of delivery.
For change-of-mind returns, you pay the return shipping cost, and original shipping charges are not refunded. We do not offer exchanges. If you need a different product, please place a new order through our website.
Custom-made and printed products
Any product with logo printing, branding or other customisation is a custom product. Custom products are made specifically for you and can’t be resold, so we cannot accept change-of-mind returns or refunds for them once the artwork or proof has been approved and production has started.
Before production begins, you can request samples, design proofs or sample confirmation. If your custom order arrives faulty, damaged, incorrect or not as approved, contact us and we will remedy it under the Australian Consumer Law. Minor variations in colour, print position and quantity (see our Terms & Conditions) are normal in printing and are not a fault.
Faulty, damaged or incorrect products
If a product arrives faulty, damaged or incorrect, or is missing from your order:
- Contact us as soon as you notice, with your order number and photos of the product, the outer carton and the shipping label. Please keep the packaging until we’ve responded.
- For damage in transit, missing items or incorrect items, please contact us within 7 days of delivery so we can lodge a claim with the carrier. See our Shipping Policy.
- Faults you discover later are still covered by your Australian Consumer Law rights.
- We will arrange a repair, replacement or refund as appropriate, and we’ll cover the return shipping cost. Opened cartons are eligible where the issue is a fault, damage or an incorrect item. Original shipping is refunded where you are entitled to a refund because of a major failure or an error on our part.
How to return something
- Contact us at sales@ecofriendlypackaging.com.au or 1300 670 673 with your order number, the items you want to return and the reason.
- Wait for approval. We’ll confirm whether the return is eligible and give you the address to send it to. Please don’t send items back before we’ve approved them.
- Pack it securely in its original packaging. We recommend a tracked service, as you are responsible for the goods until they reach us (except where we are paying for the return).
- We inspect it. We aim to inspect returns and let you know by email within 5Â business days of receiving them.
Refunds
If your return is approved, we’ll refund the amount paid for the returned goods to your original payment method. Original shipping charges are not refunded for change-of-mind returns.
Once we confirm your 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.
If you still haven’t received your refund after these times, please contact us.
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