Shopping, Freight & Returns Guide – Australia

SHOPPING GUIDE

Simply Click Here to go start shopping, then click on “shop” on the top menu. Then click on the category of your choice or browse through the e-catalogues to select your products. You will see a much larger range of products than discussed on our blog (where we focus on natural superfoods), all are available for you to purchase.

Freight Guide

We will subsidise freight charges (up to 10kg) based on the Total Purchase amount.
The subsidy percentage will be as follows:

Total Purchase Amt.(AU$)

Percentage of Freight Subsidy

0.00 – 24.99

0%

25.00 – 49.99

25%

50.00 – 99.99

50%

100.00 – 149.99

75%

150.00 and above

100%

This subsidy only applies to the first 10kg. If your shipment is heavier than 10kg, you will need to bear the freight costs for the excess weight.

Returns, Refunds & Replacements Policy

Replacement of Incorrect or Damaged Products All products are checked for quality before we send them and we do our best to ensure that they are delivered in perfect condition, but occasionally, things go wrong. If you receive an incorrect, damaged or defective product, we will send you a replacement at our expense. Just send the product(s) back to us and send or email us a copy of your shipping invoice or receipt. We will refund your shipping expense to your refund e-account, and we will send out a replacement product right away. If the product is out of stock, we will refund the value of the product in the same form of payment you originally used for the purchase.Refund for Products in Good ConditionIf the products you ordered arrive in good condition, but you decide you want to return them, you will need to bear all shipping costs. We only accept returns if:

  • The request is made within 14 days from the receipt of the product
    (as indicated by our delivery agent).
  • The product has NOT been opened or used (taken out of its packaging or box).
  • The product is in its original re-sellable condition
    (not damaged, no missing parts, etc.)
  • If the product came with a free gift or as part of a set of products, they must all be returned together in original condition. (If any part is missing, its value will be deducted from the refund.)


We will NOT accept returns of the following:

  • Products purchased at clearance prices.
  • Products that are listed as “non-returnable” on the website


Shipping Fees

As stated above, we will bear all shipping costs for replacing damaged, defective, or incorrect items. For other returns, we only refund the cost of the product(s). We will not refund the original shipping fees (if any) you paid, nor will we reimburse your cost in returning the item(s) to us.


Refund Timeline

We will notify you via email of your refund once we have received and processed the returned product. We will give you your refund in the same form of payment you used in making the purchase. Refunds to credit/debit cards may take up to 3 to 4 weeks (depending on how long it takes for the card issuer to process the refund to your account.) Refunds made to e-accounts take effect immediately once the return is accepted and processed.


Undeliverable Orders

Occasionally orders are returned to us due to failed delivery attempts (because the address was incorrect or it was a PO Box or hotel address, or the delivery was rejected by the named recipient). If this happens, we will attempt to contact you. If you give us a different address or rectify the delivery problem, we will attempt to re-deliver the package. If we can’t reach you or the product is still undeliverable, we will issue you a refund for the cost of the product(s) only. We will not refund any shipping and handling fees you paid (if any). If you want us to re-deliver your package, you will have to pay the 2nd delivery charge in full. No subsidies will be applied since they were paid to the delivery company the first time.

Return & Replacement Procedure

  • Please email salesau@ecosway.com with the following information:
    • your Business Owner or Shopper ID
    • your order number
    • reason for returning item
    • a contact number that we can reach you
  • The staff will guide you on the steps to complete your return process.
  • Upon approval, a Merchandise Return Number (MRN) will be sent to you via email, allowing you to proceed with the return of the product.
  • Please use proper shipping cartons and packaging materials for the product to be returned.
  • The cost of return shipping must be prepaid and borne by you. We will only reimburse this to you if the product was delivered to you incorrectly, damaged or defective.
  • Returned product to be shipped to
    Unit 122, 45 Gilby Road
    Mount Waverley, VIC 3149
    Telephone: 03 8542 7999
  • You must retain all supporting courier documents as proof
    of return and for tracking purposes.
  • Returned merchandise will only be accepted if all the conditions and procedure in
    Terms for Returns, Refunds or Replacement” have been complied with.


Outside Australia – Returns Policy & Procedure

Returns Policy & Procedure

Important Terms of Return; Refund or Replacement

How to Return an item:

  1. Log in using your Business Owner or Shopper ID and password.
  2. From the left menu bar, click on “Return Merchandise” under My Order to return a Supplier Selection item or click on “Return Merchandise / Refund Merchandise” under My Super Selection Order to return a Super Selection item.
  3. Type in your order number and then click the “Go” button. When the order number appears, click on it to bring up the details.
  4. Select the item(s) you wish to return (by clicking the circle in the far left column). You can only select items that say “fulfilled” in the status column.
  5. Click “Return” (located at the bottom of the page) to bring up the return form.
  6. Choose whether you want a replacement or a refund. If you want a replacement, please use the remarks section to explain what is wrong with the item you received and any other details relevant to its replacement (i.e. I received size 5 but I ordered size 6).
  7. Click “Submit” after you have completed the Form.
  8. When the return details appear, please check to make sure they are correct and then click “Confirm”. Once your return request is received and approved by the operations department, you will be assigned with a Merchandise Return Number (MRN) via email.
  9. Return the merchandise in its original packaging to the Supplier at the address stated on your invoice. Be sure to include the Merchandise Return Number in the package.

If you requested a replacement, the supplier will send it as soon as possible. If you requested a refund, the amount will be credited to you via your Refund eAccount as soon as we receive confirmation of the return from the supplier.
Returns Policy Conditions

  1. The return of any merchandise must be within ten (10) days from the date of its receipt.
  2. All merchandise may be returned unless specified otherwise in the shopping pages of the Shopping Mall.
  3. The Shopper must complete and submit the online Merchandise Return Form to the supplier.
  4. Upon approval, a Merchandise Return Number (MRN) will be sent to the Shopper by electronic mail. The Shopper can proceed with the return of the merchandise.
  5. All returned merchandise must be in original packaging and original condition; and sent to the Supplier’s mailing address stated on the shipping label with freight charges prepaid and borne by the Shopper. Suppliers will not accept shipping-collect charges.
  6. Proper shipping cartons and packaging materials are to be used in packaging the merchandise being returned. The Merchandise Return Number must be written on the Invoice which is to accompany the returned item to the Supplier.
  7. The Shopper must retain all supporting courier documents as proof of returning the merchandise and for tracking purposes. If the returned merchandise is not received by the Supplier, it is the responsibility of the Shopper to trace the shipment and file a claim for the lost or damaged merchandise.
  8. Returned merchandise will only be accepted if all of the above conditions and procedures have been complied with.

Refunds issued will be credited to your Shopper Refund eAccount. Upon the Supplier’s acceptance of returned merchandise, the supplier will notify the Shopper by electronic mail of the amount that will be credited to the Shopper’s Refund eAccount. A Shopper must utilize the credit balance available in the Shopper Refund eAccount towards payment for his or her next purchase. If the available credit balance in the Shopper Refund eAccount is insufficient to pay for the next purchase, the balance due must be paid with an accepted mode of payment.


Outside Australia – Shipping Information

SHIPPING INFORMATION

Timing
Once your order has been confirmed by the supplier, it will be shipped. Different suppliers have different delivery schedules and it’s hard to predict the exact timing of international delivery, but you will receive an email as soon as the item has left the supplier. You can roughly estimate the arrival time based on the distance between the supplier and you. Most products generally take between 2 and 3 weeks for delivery from the time you receive the order confirmation email but the actual delivery time is dependent on various factors.

Bundle Packaging
Products from the Super Selections area can be shipped together, but if you purchase more than one product from the Supplier Selections area, they will arrive in separate packages if they are from different suppliers. Of course, multiple items from the same supplier will be shipped together.

Freight Charges
We can’t charge a fixed amount for freight because we are asking suppliers from all over the world to ship individual items to shoppers all over the world. Freight charges depend not only on the size and weight of the product, but also on the chosen carrier and the geographical location of the supplier in relation to the delivery destination and charges for that region.
You will see the actual freight charge for your order during the checkout process (after you have entered the delivery address.) If the charge is not acceptable to you, you can stop the transaction before you make your payment.

Good News! eCosway subsidizes part of the freight charge for most items in order to make global shopping affordable. The subsidy is determined by several factors (retail price, profit margin, weight and size of the product, actual freight charges, destination, etc.) so it differs widely from product to product, but our goal is to give you as much as we possibly can.

Plus, You can get fantastic freight savings when you buy more than one SuperSelection item for two reasons.

1. First of all, the items can be shipped together from our parent company’s warehouse, so the total freight charge is less than if the items were sent separately.

2. Second, you are still entitled to the freight subsidy we give on each item so the combined subsidy can dramatically reduce your overall shipping cost. For example, is a certain product has a $3 subsidy and you bought three of them, we would deduct $9 from the actual freight charge which might have been only $11.00 to start with. In this case, you would end up paying just $2 for the freight! Any Super Selection Items (except the Hexagon) can be combined to achieve this type of freight savings. The Hexagon has its own very generous freight subsidy and shipping is free to many countries.

3. Special freight arrangements apply to Hexagon Water Systems, with free shipping to some countries – please refer to the following information.

Special Hexagon Shipping Details

Does the free shipping offer apply to my country?
We have included a generous freight subsidy in the pricing of the Hexagon. Since the actual shipping charge of a Hexagon to most countries is equal to or less than the subsidy amount, there is usually no freight charged to the customer. In countries where the actual freight charge is more than the subsidy amount, the difference is charged to the customer. From most of the examples we’ve seen, this amount is very low, but since we have already given all the discounts we can on this product, (and freight companies don’t ship things for free), we have no choice but to charge this difference to the customer.

The following countries are definitely covered by the subsidy so shipping to these countries is free. If your country isn’t on the list, you will need to go through the order process and enter in the delivery address to see the freight charge (if any) to your destination. You will be able to see this charge before you need to submit payment.

Please Note: If you live in a country that has offline Sales Centers, you will not be eligible for the online discount or for subsidized shipping. Please purchase your Hexagon at a local Sales Center.

Macao Philippines Japan Malaysia Qatar
Bangladesh Hong Kong South Korea Maldives Singapore
Brunei Laos Pakistan Taiwan Cambodia
Papua New Guinea Luxembourg Indonesia Thailand

Taxes and Duty
Most countries do not charge taxes or duty on single items shipped to individuals. However, you will be responsible for any duty or taxes imposed by your country’s authorities if they do occur so you might want to check your country’s policy.

Banned Products
eCosway cannot keep track of what is banned in every country. Please check the restrictions of your own country and do not order anything that might be confiscated. We cannot be responsible for such an event.

Click Here to Start Shopping


Outside Australia – Shopping Guide

Outside Australia – Shopping Guide, Shipping Information & Returns Information

Outside Australia our products are supplied by eCosway.com Sdn Bhd (Private Limited), based in Malaysia, or their suppliers. You will see a much larger range of products than discussed on our blog (where we focus on natural superfoods), all are available for you to purchase.

eCosway, strives to bring you great products from all over the world.

The eCosway online Shopping Mall is divided into two sections with separate checkout processes. Prices are shown in US Dollars. The prices listed do not include import duties, sales taxes, value added taxes or other taxes which may be imposed by the country, province or state to which the merchandise may be delivered. All duties, sales taxes, value added taxes, customs fees and other charges, fees or taxes are to be the sole responsibility of the recipient.

Please check out completely from one area before shopping in the other.

SuperSelections features proven bestsellers from our parent company, Cosway. Since 1979, Cosway has located the finest health and beauty products from around the world to sell to its large offline market. These products include the latest scientific breakthrough products in body and skin care; fantastic nutritional products; ancient oriental health and beauty formulations; etc.

SuperSelections come from France, Switzerland, Japan, Chile, USA, Canada, Australia, Syria and many other countries, but they are already stocked in Cosway’s warehouse so you get fantastic freight savings when you buy several SuperSelections items together.

SupplierSelections (found under “click here for more products” features all kinds of products from suppliers all over the world. We do not hold stock of these products. They are shipped directly from each supplier to you.

SuperSelections

SupplierSelections

  • Proven best sellers from around the world.
  • Our parent company buys them in huge quantities and we have stock in our warehouse.
  • We give a freight subsidy on each item, plus you get even more freight savings when you buy several items together because they are all shipped from a central warehouse.

  • Popular, unique, and/or exotic items from around the world.
  • We sell them at the local retail price set by our suppliers.
  • We give a freight subsidy on each product, but these items cannot be bundled together for additional freight savings because they are individually drop-shipped directly from the supplier to you.

HOW TO SHOP

CLICK HERE TO GO TO THE ONLINE SHOPPING MALL

Placing Your Order

  • Select from the categories on the left side bar and follow navigation cues until you locate the product you are interested in.
  • When you find a product you are interested in, click on the “info” icon to see a larger picture of the item and to learn more about it.
  • When you decide to buy a particular item, click on the “buy ” icon beside it. The item will then be added to your shopping cart.
  • You can then checkout or you can continue shopping and add more items to your shopping cart.
  • Click on the “Shopping Cart” icon (it actually looks like a little shopping cart and is located at the top of the page) at any time to view, change the quantity of, or delete items from your cart.
  • When you are finished shopping, and are satisfied with the items in your shopping cart, click on the “checkout” icon at the top. If you want to see the freight charges before you check out, just go to the bottom of the Shopping Cart and select the country the products will be shipped to.
  • If you are already registered, you will be asked to log in.

FIRST TIME SHOPPERS

    • If this is the first time you have made a purchase from eCosway, the system will ask you to register as a Shopper. You will be given a Shopper ID and a password which will be sent to the email address you provide.
  • Once you are registered, fill in the shipping address and payment details.

CALL BACK FRAUD PREVENTION PROCESS

    • The final step is a “call back” process. It is a simple procedure necessary for international fraud prevention. Just follow the instructions and enter a phone number where you can be reached within 5 minutes of making your purchase. There is an automated call process.
  • Once you are finished, you will receive a confirmation email with details of your purchase. You will receive another email when the supplier has shipped your product.

Paying for Your Purchase
eCosway accepts Visa and MasterCard. Business Owners can also pay using their eAccount (the business profits we owe you if you are a Business Owner) or with your refund account if you have returned an item in the past or if a supplier has rejected your order due to unavailability of stocks.

Your Credit Card is Safe With Us
Credit card transactions through eCosway are secure, because we use a Secure Socket Layer (SSL) protocol which meets the four security requirements of authentication, encryption, integrity, and non-repudiation. For maximum security, we never store credit card numbers in our system.

Checking the Status of Your Order
Check the status of your order by clicking on “My Account”, after logging into your Online Office. To check your SupplierSelection orders, click on “Order Status” under My Order on the left menu bar. To check your SuperSelection
orders, click on “View Order” under My Super Selection Order on the left menu bar.

CLICK HERE FOR FULL FREIGHT & SHIPPING INFORMATION

Returning Merchandise – brief summary
Most items can be returned within 10 days of receipt. However, a small percentage of items sold by eCosway are non-returnable due to supplier constraints. These items are marked “non-returnable” in the website. If you are in any way dissatisfied with an item, please return it in its original, saleable condition, and in its original packaging within 10 days of receiving it.

Click Here for full Returns Policy & Procedure details