Refund policy

At EcoTrend, we aim to make your shopping experience enjoyable and stress-free. We encourage you to take your time when selecting your items and to contact us with any questions prior to purchase so you can feel confident in your decision.

While we strive to present our products as accurately as possible through photos and color representation, we cannot guarantee that the colors displayed on your screen will exactly match the actual product.

Order Cancellations

If you wish to cancel your order and request store credit, please contact us via email for instructions. All cancellations are subject to the terms outlined below.

Cancellations, Exchanges, Returns & Refunds

EcoTrend complies with Australian Consumer Law, and all returns or refunds will be processed accordingly.

Please choose carefully, as we do not offer full refunds or exchanges for change of mind or incorrect selections. Once an order is confirmed—either through full payment or deposit—it cannot be canceled for a full refund.

If you choose to cancel your order:

Before Processing for Delivery: A store credit will be issued minus a 25% administration fee to cover processing costs.
After Processing but Before Delivery: A store credit will be issued minus a 25% administration fee. Delivery fees are non-refundable, and an additional return fee (equal to the original delivery cost) will be charged. If delivery was free, the actual shipping cost incurred will be deducted from your credit.
After Delivery: No cancellations or returns are accepted once the item has been delivered.

Please note that clearance items and floor stock are final sale. These are sold in the condition shown, and it is the customer's responsibility to arrange prompt pickup. We are not responsible for these items once purchased.

If goods are not delivered or collected within the agreed timeframe and the date keeps changing, we reserve the right to increase the price due to cost or currency fluctuations, charge storage fees, or cancel the order. In such cases, any payments made may be forfeited.

At EcoTrend, we ask that you make your purchase carefully, as we do not offer refunds, exchanges, or returns due to a change of mind—this includes orders that have not yet been dispatched.

In certain circumstances where a refund or exchange is approved by EcoTrend, an administrative or handling fee may be applied. Please note that delivery fees and return shipping costs are non-refundable. Once an item has been shipped—even if it has not yet been delivered—shipping charges are not reimbursed. If free shipping was applied to your order, the actual shipping cost incurred will be deducted from any refund issued. Any refunds that are granted may be subject to a discretionary handling fee.

Returned items must be in their original, undamaged packaging and in a condition suitable for resale. Returns will not be accepted if the original packaging is missing, ripped, or damaged. EcoTrend reserves the right to refuse returns if the product shows signs of fair wear and tear, misuse, lack of proper care, or failure to follow the manufacturer's instructions.

Returns must be made within 3 days
Customers need to pay for return shipping
10% restocking fee applies
Final sale items and all massage chairs can not be returned

After receiving a return, EcoTrend will inspect the item. If accepted, a credit or refund will be processed within approximately 7 business days. To request a return, please contact us at hello@ecotrend.com.au.

If a product remains uncollected or a customer delays delivery for more than 60 days from the purchase date—when the item is in stock and ready for delivery or pickup—any entitlement to a refund, exchange, or return becomes void.

Damaged or Faulty Goods

If an item arrives damaged or defective, EcoTrend will repair it free of charge. In cases where a product is deemed unrepairable or where the fault is considered major, a replacement will be provided at no cost. If a replacement is unavailable, a full refund will be issued upon return of the faulty product. Return shipping for defective goods will be covered by EcoTrend.

Damage must be reported within 24 hours of receipt, and we may request photographic evidence to verify the issue. Once we are notified, a member of our team will reach out to arrange collection and resolution at a mutually convenient time.

Customers are responsible for any failed collection attempts caused by the item not being available for pickup at the agreed time.

If a product was collected or purchased directly from our warehouse, it must be returned there to begin a warranty or repair process.

Returned items must include all original packaging, components, and accessories, and be in original condition.

EcoTrend complies with Australian Consumer Law and guarantees.

Warranty Policy

EcoTrend provides a 12-month warranty covering defects in materials and workmanship, in accordance with Australian Consumer Law. Proof of purchase is required for all claims, and customers may be asked to provide supporting documentation, such as photographs.

Under the warranty, EcoTrend may choose to repair or replace defective items. Normal wear and tear, misuse, improper care, or unauthorized modifications are not covered. Minor variations in colour, size, or appearance are not considered faults.

Please note:

Fabric and leather are not covered under warranty. Due to the variable ways they are used and maintained, we cannot guarantee against fading, pilling, staining, or other cosmetic changes.
Furniture intended for indoor use only is not covered if used outdoors, even in protected areas.
If a product is replaced, the original warranty start date still applies.

The warranty does not cover:

Changes from normal use, including softening, fading, or wrinkling of cushions or fabric
Accidental damage, spills, or improper cleaning
Wear caused by buckles, belts, sharp objects, or pets
Damage from sun exposure or environmental factors
Claims submitted after a prolonged delay or where products were unpacked or assembled well after delivery

Warranty claims that are clearly due to customer misuse or neglect will be denied.

To lodge a claim, send detailed information and photos to: hello@ecotrendimports.com.au. All claims are assessed at EcoTrend’s discretion based on the above terms.

General Disclaimer

EcoTrend strives to provide accurate product descriptions and imagery on our website. However, natural materials and handmade items may vary slightly, and we reserve the right to correct any errors, including after an order is placed.

Colour differences may occur due to screen settings or lighting. Variations in colour are not considered a fault and will not qualify for return or refund under our policy. This is classified as a change of mind, and any return will be at the customer's expense.

While we make every effort to fulfil all orders, we reserve the right to decline an order at our discretion. We may also withdraw products, update content, or adjust prices without prior notice.

Title and Ownership

Ownership of all goods remains with EcoTrend until full payment has been received. In cases of default, EcoTrend reserves the right to reclaim goods and may enter premises to do so without liability for damage incurred during retrieval.

If goods are sold before payment is complete, the purchaser holds proceeds in trust for EcoTrend.

Pricing

All prices listed by EcoTrend are in Australian Dollars (AUD) and include GST. Prices are subject to change at any time without notice.

For pre-orders, the price is locked in at the time of purchase. Price changes after the order is placed will not be applied retroactively. Customers may not cancel and repurchase the same item at a reduced price within a promotional period.

EcoTrend reserves the right to modify these terms and conditions without prior notice.