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.


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