Refund & Returns Policy

We offer a 30-day change-of-mind return policy, subject to the conditions below.

This means you have 30 days from receiving your order to request a change-of-mind return.

Nothing in this policy limits any rights you may have under the Australian Consumer Law.

Change-of-Mind Returns

To be eligible for a change-of-mind return, the product must:

• Be unused and unopened

• Be in the same condition in which it was received

• Be in its original packaging

• Include all accessories, components and tags originally supplied

• Show no signs of use, washing, damage or alteration

• Be accompanied by proof of purchase

For hygiene and food-contact safety reasons, products that have been opened, used or washed cannot be accepted for change-of-mind returns.

To request a return, email info@ecocampshop.com before sending anything back.

Please include your order number and reason for the return.

If your return is approved, we will provide return instructions by email.

Products sent back without first receiving return instructions may not be accepted.

Once a change-of-mind return has been approved, we ask that the return be sent within 14 days.

Eco Camp Shop reserves the right to decline a change-of-mind return if the product does not meet the conditions above.

These conditions apply only to voluntary change-of-mind returns and do not limit your rights in relation to faulty or non-compliant products under Australian Consumer Law.

Change-of-Mind Return Shipping

Customers are responsible for arranging and paying for return shipping for change-of-mind returns.

We do not provide prepaid return shipping labels for change-of-mind returns.

Original shipping charges are not refundable for change-of-mind returns.

We recommend using a tracked shipping service and retaining your postage receipt until your return has been completed.

Eco Camp Shop cannot process a refund for a change-of-mind return until the returned product has been received and assessed.

Damaged, Defective or Incorrect Products

Please inspect your order after delivery.

If you believe an item is damaged, defective, incorrect or otherwise has a problem, contact us at info@ecocampshop.com as soon as reasonably possible.

Please provide:

• Your order number

• A description of the issue

• Photos or other information that may reasonably help us assess the issue, where available

We may ask you to return the product so that we can assess the reported problem before determining the appropriate remedy.

For products that can reasonably be returned by post, you may be asked to arrange the return. If we confirm that the product has a problem covered by Australian Consumer Law, we will reimburse reasonable return postage costs. Please retain your postage receipt.

If the product is confirmed to have a problem covered by Australian Consumer Law, the remedy will depend on the nature and seriousness of the issue and may include a repair, replacement or refund as required by law.

Nothing in this section limits your rights under Australian Consumer Law.

Issues Not Caused by a Product Fault

A product may not qualify for a remedy where the issue was caused by circumstances such as:

• Misuse or use outside the product's intended purpose

• Accidental damage after delivery

• Improper storage or care

• Failure to follow reasonable product care or usage instructions

• Normal wear associated with reasonable use, where this does not amount to a failure to meet a consumer guarantee

• Modification or alteration of the product

• A problem that was disclosed and accepted before purchase

Each claim will be considered based on its individual circumstances and applicable consumer law.

Sale and Clearance Items

Sale, clearance and final-sale items are not eligible for change-of-mind returns unless we specifically state otherwise.

This restriction applies only to change-of-mind returns.

If a sale or clearance item is faulty or otherwise fails to meet the consumer guarantees under Australian Consumer Law, your statutory rights still apply.

Gift Cards

Gift cards are not eligible for change-of-mind refunds except where required by law.

Exchanges

We do not currently offer direct exchanges for change-of-mind purchases.

If you would like a different product, size or colour, you can request a return of the eligible original product and place a new order separately.

The original product must meet the change-of-mind return requirements outlined in this policy.

If you received an incorrect or faulty item, please contact us before placing another order so we can assess the issue.

Refunds

Once your return has been received, we will inspect it and let you know whether the refund has been approved.

For approved change-of-mind returns, the refund will cover the amount paid for the eligible returned product. Original shipping charges are not refundable.

If approved, the refund will be issued to your original payment method, generally within 10 business days of approval.

Your bank, card issuer or payment provider may take additional time to process the refund after it has been issued.

If more than 15 business days have passed since we confirmed that your refund was approved, please contact info@ecocampshop.com.

Returns That Do Not Meet Our Change-of-Mind Conditions

If a returned product does not meet the change-of-mind eligibility requirements, we may decline the refund.

Examples include products that have been opened, used, washed, damaged, altered, returned incomplete or returned outside the applicable return process.

If a return is not accepted and you would like the product sent back to you, you may be required to pay the applicable shipping cost.

This section does not apply where the customer has rights to a remedy under Australian Consumer Law.

Order Cancellations

If you need to cancel or change an order, contact us as soon as possible at info@ecocampshop.com.

We will try to assist where possible, but we cannot guarantee that an order can be changed or cancelled once processing or fulfilment has begun.

If an order has already been dispatched, it cannot normally be cancelled and any voluntary return will be handled under the change-of-mind provisions of this policy.

Incorrect Addresses, Unclaimed and Refused Deliveries

Customers are responsible for providing accurate delivery information when placing an order.

If an order is returned to us because the customer provided an incorrect or incomplete address, refused delivery, or did not collect the parcel within the carrier's collection period, additional shipping charges may apply if the customer requests redelivery.

If a refund is requested instead and the circumstances amount to a change of mind, the applicable change-of-mind conditions in this policy will apply.

This does not apply where the delivery issue was caused by Eco Camp Shop or where the customer has rights to a remedy under Australian Consumer Law.

Promotional Offers and Bundles

Where products are purchased as part of a promotional offer, bundle or multi-buy discount, any voluntary change-of-mind return may affect the discount originally applied.

Any refund will be calculated in accordance with the terms of the applicable promotion and the products retained by the customer.

This does not affect remedies available for faulty products under Australian Consumer Law.

No Separate Voluntary Product Warranty

Unless expressly stated otherwise for a particular product, Eco Camp Shop does not provide a separate voluntary or extended product warranty.

This does not limit or replace the consumer guarantees and other rights that may apply under Australian Consumer Law.

Proof of Purchase

We may ask for reasonable proof that the product was purchased from Eco Camp Shop before processing a return or product issue.

This may include an order confirmation, receipt or other reasonable proof of purchase.

Contact Us

For returns, refunds, damaged products or order issues, contact:

info@ecocampshop.com

Please include your order number and enough information for us to understand and assess your request.