Last Updated: 01/03/2025

At Ecuapremium Pty Ltd, we strive for complete customer satisfaction. This policy outlines the terms for returns, refunds, and exchanges for purchases made through www.ecuapremium.com.au.

1. General Return Conditions

✅ Eligible Products:

  • Non-perishable goods (e.g., apparel, specialty canned products)
  • Returns must be shipped back within 48 hours of approval.

❌ Non-Returnable Products:

  • Perishable items (fresh flowers, IQF seafood, IQF fruits, frozen plantains) – unless spoiled or damaged in transit
  • Custom/bulk orders (e.g., wholesale flower arrangements)
  • Products without original packaging

2. Return Timeframe

  • You must request a return within 2 days of receiving your order.
  • Returns must be shipped back within 2 days of approval.

3. Return Process

Step 1: Contact us at [email protected] with:

  • Your order number
  • Photos of the damaged/defective item (if applicable)
  • Reason for return

Step 2: We will review your request and provide:

  • A Return Authorization Number (RMA)
  • Return instructions (if applicable)

Step 3: Once received and inspected, we will process:

  • A refund to your original payment method (within 5-7 business days)
  • A replacement (if preferred)

⚠ Note:

  • Return shipping costs are the customer’s responsibility, unless the return is due to our error.
  • Refunds exclude original shipping fees (unless the product was faulty).

4. Damaged/Defective Items

If your order arrives damaged or defective:

  1. Take photos of the product and packaging.
  2. Email us within 48 hours at [email protected].
  3. We will arrange a free replacement or full refund.

5. Wholesale & Bulk Orders

  • Non-perishable wholesale items may be returned within 7 days, subject to a 15% restocking fee.
  • Perishable wholesale goods (flowers, frozen products) are final sale unless damaged in transit.

6. Australian Consumer Law (ACL)

Our policy complies with the Australian Consumer Law, which guarantees:
✔ Repair, replacement, or refund for major failures.
✔ Compensation for any foreseeable loss or damage.

If a product is faulty, misdescribed, or unfit for purpose, you are entitled to a remedy under ACL, regardless of this policy.

7. Contact Us

For return requests or questions:
Email: [email protected]
Business Address: Australia