Refund policy

Returns & Refunds Policy

Last Updated: July 2026

At BuyEcoWise, we want you to be happy with your purchase. If something isn't right, we're here to help.

This Returns & Refunds Policy applies to purchases made through www.buyecowise.com.au and is in addition to your rights under the Australian Consumer Law (ACL).

1. Change of Mind Returns

We offer a 7-day change of mind return policy.

You may request a return within 7 calendar days of receiving your order if:

the item is unused and in original condition;
it is returned in its original packaging with all accessories (where applicable);
it has not been opened, assembled, used or damaged;
proof of purchase is provided.

Change of mind returns requested after 7 days cannot be accepted.

2. Products That Cannot Be Returned

For hygiene and safety reasons, we cannot accept change of mind returns for products that have been opened, used or are no longer in their original sealed condition, including but not limited to:

reusable water bottles;
reusable makeup remover pads;
stainless steel straws;
reusable food and drink accessories;
personal care or hygiene products.

We also do not accept change of mind returns for:

gift cards;
clearance or sale items;
customised or personalised products.

This does not affect your rights under the Australian Consumer Law if the product is faulty.

3. Faulty, Damaged or Incorrect Items

Please inspect your order upon delivery.

If your item:

arrives damaged;
is defective;
is faulty; or
you receive the wrong product,

please contact us as soon as possible at customerservice@buyecowise.com.au.

Where required under Australian Consumer Law, we will provide an appropriate remedy, which may include:

replacement;
repair;
refund; or
store credit where agreed.

We may request photographs of the item to help assess the issue before asking you to return it.

4. How to Request a Return

To request a return, please email:

customerservice@buyecowise.com.au

Please include:

your order number;
your name;
the reason for the return; and
photographs where applicable.

Return requests must be approved before goods are sent back.

Returns sent without prior authorisation may not be accepted.

Approved returns should be sent to:

[Insert Return Address]

5. Return Shipping Costs

For approved change of mind returns:

the customer is responsible for return shipping costs;
original shipping charges are non-refundable.

If the return is due to our error or because the product is faulty, damaged or incorrectly supplied, BuyEcoWise will cover the reasonable cost of return postage where required by Australian Consumer Law.

6. Exchanges

We do not offer direct exchanges.

If you would like a different product, please return the original item (if eligible) and place a new order.

7. Refunds

Once we receive and inspect your returned item, we will notify you of the outcome.

If your refund is approved:

refunds will be issued to the original payment method;
refunds are generally processed within 5–10 business days, although processing times may vary depending on your financial institution.