Returns Policy

At Urban Ecopack, we are committed to providing high-quality, sustainable products. However, we understand that there may be instances where you need to return a purchase. Our returns policy is designed to ensure a smooth and hassle-free process while upholding your rights under the Australian Consumer Law.

1. Faulty or Damaged Goods

We stand by the quality of our products, but if you receive a faulty or damaged item, we will gladly offer a refund or exchange.

Conditions:

• You must notify us within 7 days of receiving your order.
• The product must be returned in its original condition, including all packaging and components.
• We will cover return shipping costs and refund the full invoice amount, including the original shipping charges.

2. Change of Mind Returns

We understand that purchasing decisions can change. If you are not satisfied with your purchase, you may return the item for a refund or exchange.

Conditions:

• You must notify us within 7 days of receiving your order.
• The product must be in resalable condition, meaning it is clean, undamaged, unused, unopened, and in its original packaging.
• You are responsible for the return shipping costs.
• Refunds will be processed for the product price only (excluding shipping charges).

3. How to Initiate a Return

To initiate a return, please follow these steps:

• Contact us at info@urbanecopack.com with your order details and reason for return.
• Receive Return Authorization – Our team will provide return instructions and confirm eligibility.
• Ship the Item – Pack the item securely and send it to the return address provided.
• Refund Processing – Once received and inspected, refunds will be issued within 5-7 business days.

4. Exclusions

Please note that we do not accept returns for:

• Custom-printed packaging unless there is a manufacturing defect.
• Items returned beyond the stated return period.

We appreciate your understanding and thank you for choosing Urban Ecopack. If you have any questions, feel free to reach out to us!