Effective Date: 1st April 2025
EcoTotal Pty Ltd t/as ET Industrial is committed to providing high-quality cleaning products and ensuring customer satisfaction. This policy outlines the circumstances under which refunds, returns, and exchanges will be processed in accordance with Australian Consumer Law (ACL).
1. Eligibility for Returns & Refunds
We accept returns and process refunds or exchanges only under the following conditions:
- The product is faulty, damaged, defective, or not as described.
- The product remains unused, unopened, and in its original packaging.
- The request is made within 7 days of receiving the product.
- A valid proof of purchase (receipt, invoice, or order confirmation) is provided.
We do not accept returns for:
- Change of mind purchases.
- Opened, used, or tampered products due to health, safety, and quality control reasons.
2. Process for Returns & Refunds
Step 1: Submit a Return Request
To initiate a return, please contact our Customer Service Team at:
📧 in**@**********om.au
📞 1300 732 313
Include the following details in your request:
- Order number or invoice
- Product name and issue details
- Photo(s) of the faulty or damaged item (if applicable)
Step 2: Return Approval & Shipping
Once approved, customers must:
- Securely package the product to prevent further damage.
- Return the item via a trackable shipping method to the address provided by our team.
- Cover the return shipping costs, unless otherwise stated by EcoTotal Pty Ltd.
Step 3: Refund or Replacement Processing
Once the returned item is received and inspected, we will process one of the following:
✅ Refund – Issued via the original payment method. Processing time: within a few days.
✅ Store Credit – Available for future purchases.
✅ Replacement – Sent if a replacement is requested and stock is available.
3. Faulty, Damaged, or Incorrect Products
If a product is faulty, defective, or not as described, EcoTotal Pty Ltd will provide a remedy in accordance with Australian Consumer Law. Depending on the nature of the issue, customers may be entitled to:
- A repair (where applicable).
- A replacement (if stock is available).
- A full refund if the issue is major.
If an item arrives damaged during transit, customers must notify us within 48 hours of receiving the product and provide photos as evidence.
4. Wholesale & Bulk Orders
For bulk or wholesale orders, refund or return requests will be assessed on a case-by-case basis. Customers purchasing in bulk acknowledge the responsibility to inspect goods upon receipt and report any issues within 7 days.
5. Consumer Guarantees under Australian Consumer Law (ACL)
Our policy does not exclude or override consumer rights under the Australian Consumer Law (ACL). Customers are entitled to a replacement, repair, or refund for products with a major fault. However, EcoTotal Pty Ltd is not liable for issues caused by:
- Misuse, improper handling, or incorrect storage of the product.
- Failure to follow the product’s usage instructions.
For more details on your rights under ACL, visit the Australian Competition & Consumer Commission (ACCC) website: www.accc.gov.au.
6. Contact Information
For any questions or return requests, please contact us at:
📍 Business Address: 27 McIntyre Way, Kenwick WA 6107
📧 Email: in**@**************om.au
📞 Phone: 1300 732 313
We appreciate your understanding and cooperation in ensuring the best service for all our customers.
EcoTotal Pty Ltd reserves the right to amend this policy at any time. Please review this page regularly for updates.