If something arrives damaged, faulty, incorrect or short, tell us and we'll fix it. Here's exactly what we cover and how to claim.
What we replace, credit or refund
We'll put things right where:
- Items arrived damaged in transit — crushed, split or water-damaged cartons
- Items are faulty or not of acceptable quality
- You received the wrong item or the wrong size
- Your order was short-delivered — a carton or part-carton is missing
- The goods don't match how we described them on the website
Tell us within 7 days
Please check your cartons on arrival and let us know within 7 days of delivery if there is a problem. Reporting quickly matters: it lets us lodge a claim with the courier while the freight record is still open, and get replacement stock to you before it affects your service.
If a fault only becomes apparent later, still get in touch — this 7-day window is for obvious problems on arrival and doesn't limit your rights under the Australian Consumer Law.
How to make a claim
Email sales@ecoleafpackaging.com.au or call 0485 697 846 with:
- Your order number (it's on your tax invoice and in your account)
- What's wrong, and how many units or cartons are affected
- Photos of the damage, the fault or the incorrect item — including the outer carton if it was damaged in transit
Photos are the single thing that speeds a claim up most, so please send them with your first email if you can. Please keep the affected goods and packaging until the claim is settled.
How we'll fix it
For a valid claim we'll normally send replacement stock on your next delivery, or issue an account credit against a future order — whichever suits you better. If you'd rather have a refund, just ask and we'll process one back to your original payment method.
Where goods need to come back to us, we'll arrange and pay for the return freight. You won't be out of pocket for a fault that isn't yours.
Change of mind
We don't accept returns for change of mind or over-ordering. Our products are food-contact packaging supplied in sealed cartons, and once cartons have left our warehouse we can't verify how they've been stored or handled, so we can't resell them.
If you're unsure about a size or a product before ordering, please ask — call 0485 697 846 or email us, and we'll help you get the right item first time. Our FAQ also covers the most common sizing questions.
This does not affect the items listed above, which we replace, credit or refund regardless.
Your rights under Australian Consumer Law
Nothing in this policy limits or excludes your rights under the Australian Consumer Law. Our goods come with guarantees that cannot be excluded under the ACL. You are entitled to a replacement or refund for a major failure, and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.
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