Delivery & Returns

Delivery Information
 

At EKO, we aim to dispatch stocked items within 3–5 working days of receiving your completed order. Occasionally, some items may be dispatched in as little as 24 hours. If a significant delay is expected, we will keep you informed of your order status regularly.

 

Delivery Process & Receiving your Parcel

We use Australia Post and specialised local couriers for larger appliances. All deliveries require a signature unless you have opted for "Authority to Leave" (ATL).

• Inspection Window - Please inspect your delivery immediately. Any transit damage must be reported with supporting photos within 48 hours of receipt.

• Sign-off - We cannot claim for damage caused by the courier if you sign for goods as "received in good condition" when there is visible damage to the box. If you notice any sign of damage, please note this with the driver.

 

Returns Information

We want you to be satisfied with your purchase. EKO handles all returns and refunds in strict accordance with Australian Consumer Law (ACL).

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

 

14-Day Peace of Mind Guarantee (Change of Mind)

We offer a 14-day return window for change-of-mind purchases made directly through our website.

• Eligibility: You must notify us and request a return within 14 days of delivery. Items must be unused and in their original, undamaged packaging.

• Restocking Fees:

  • Unopened Items: No restocking fee.

  • Opened/Incomplete Items: A restocking fee of up to 30% applies if the item has been opened, used, or is returned without original accessories/manuals.

• Return Shipping: The customer is responsible for all return shipping costs for change-of-mind returns.

 

Faulty Goods

If a product is deemed to have a major or minor failure under the ACL (e.g., not fit for purpose or of unacceptable quality), you are entitled to a remedy.

• Assessment: Proper care and maintenance as per manufacturer guidelines must be followed.

• Resolution: For major failures, you choose between a refund or replacement. For minor failures, we will repair or replace the item at our discretion.

 

How to Return an Item (RGA Process)

To ensure your return is processed efficiently, please follow these steps:

1. Request an RGA: Contact our support team to receive a Return Goods Authority (RGA) Number.

2. No Unauthorised Returns: Items sent back without an RGA number will not be accepted and may be returned to the sender at their expense.

3. Secure Packaging: If shipping items back yourself, use a service with signature on delivery and insurance. EKO is not liable for goods lost or damaged in transit back to our warehouse.