Returns & Refunds Policy
Effective Date: 1st November 2025
At au.ecotanka.shop, we are committed to providing high-quality products and excellent customer service. This Returns Policy is provided in accordance with the Australian Consumer Law (ACL) and other applicable Australian regulations.
Your Consumer Rights
Under the ACL, all goods sold to Australian consumers come with guarantees that they will:
- Be of acceptable quality
- Be fit for their intended purpose
- Match their description and any samples or models shown
- Last for a reasonable amount of time
If your item is faulty or does not meet these guarantees, you may be entitled to a repair, replacement, or refund, depending on the nature of the issue.
Change of Mind Returns
We are not required by law to provide a refund if you change your mind. However, at our discretion, we may accept a return for unused, unopened products in their original packaging within 14 days of delivery.
If accepted, you may be eligible for:
- An exchange
- A store credit
- A refund (minus original shipping charges)
Return shipping costs are the responsibility of the customer in change-of-mind cases unless the item was sent in error.
Returns Not Accepted
Returns or refunds may not be accepted in the following cases:
- The item has been used, damaged, or is not in its original condition
- The return request is made after 14 days (change of mind)
- The product was purchased on clearance or marked “Final Sale” (unless faulty)
- Damage caused by misuse, negligence, or failure to follow care instructions
How to Request a Return
To request a return or report a faulty product:
- Visit our support portal at help.ecotanka.com
- Submit a request with your order number, product details, and a short description of the issue
- Attach photos if your item is damaged or defective
- Our team will review your request and respond within 2 business days
If your return is approved, we will provide you with return instructions.
Refunds
Refunds (if applicable) will be processed to your original payment method within 5–10 business days after we receive the returned product.
Refunds do not include original shipping costs unless the item was faulty or sent in error.
Contact Us
If you have any questions about this policy or need support, please contact:
ecotanka Australia Visit our support portal:
help.ecotanka.com Phone: 07 3067 8909
Support Hours: 11:00 AM – 6:00 PM (AEST, Brisbane Time)
Equivalent times:
- 12:00 PM – 7:00 PM (AEDT – Sydney, Melbourne)
- 10:30 AM – 5:30 PM (ACST – Adelaide)
- 9:00 AM – 4:00 PM (AWST – Perth)
Monday to Friday
