1) Return Window

2) Return Eligibility

• Item is in original condition (unused, unwashed, undamaged) unless the reason is damage/defect on arrival.
• All components included (inserts, accessories, manuals, freebies where applicable).
• Original packaging is included or equivalent protective packaging is used (if a physical return is required).
• A valid order number or proof of purchase is provided.
• For damage/defect claims, clear photos or short videos are provided via our EcoReturns portal.

Tip: Keep your shipping receipt and tracking number until your refund or resolution (store credit / replacement) is finalized.

3) How to Start a Return (Returns Portal)

1. Request authorization via the Returns Portal
   The fastest way to get help is through our self-service Returns portal:
   Open the Returns Portal (requires your order email and order number).
   If you cannot access the portal, you can email support@eco-kitchen-co.com with your order number, reason, and photos if damaged/defective.
2. Receive return / resolution instructions
   We’ll confirm eligibility and, where appropriate:
   • Offer instant store credit or a replacement shipment, often without requiring a return; or
   • If a physical return is needed, provide a prepaid label (where applicable) and the address of your nearest regional returns hub, operated by our logistics partners (such as ShipBob).
3. Pack & ship (only if a return is required)
   Re-pack securely. Remove old labels. Ship within 14 days of approval using the label and return address provided in your Returns approval email.

Please do not send your purchase back to any address other than the one provided in your Returns or email return approval. Many returns are resolved without needing to ship the product back.

4) Return Shipping & Costs

For eligible damaged/defective or wrong-item cases, we typically cover the cost of resolution – either through a free replacement, store credit, or a prepaid return label (if a physical return is required). Where a discretionary change-of-mind return is approved, the buyer is usually responsible for return shipping, and any prepaid label cost may be deducted from the refund.

When a return is required, we route it to the nearest regional Eco Kitchen Co returns hub, operated by trusted logistics partners such as ShipBob. The exact address and label will be provided in your Returns approval email.

5) Inspection, Refunds & Resolution

• Inspection time: For physical returns, inspection typically occurs within 2–5 business days of delivery to our return hub (e.g., a ShipBob facility or equivalent). For damage/defect claims handled via photos/video through the Returns Portal, review is often much faster.
• Resolution method: Depending on your selection in the Returns Portal and eligibility, we may resolve your case via:
  • Eco Kitchen Co store credit (fastest option),
  • Replacement shipment of the affected item, or
  • Refund to the original payment method (where applicable).
• Processing time: Refunds to cards may take 5–10 business days to appear depending on your bank. Store credit and replacement approvals are typically applied as soon as your claim is approved on the Returns portal.
• Deductions: For discretionary change-of-mind returns (where offered), we may deduct shipping fees, prepaid label fees, or non-returnable item charges if applicable. For damage/defect cases, we generally do not deduct such fees.

Shipping paid on the original order is generally non-refundable unless the product was defective or the wrong item was sent.

6) Fast Resolution: Store Credit Option

To keep things simple and fast, Eco Kitchen Co often offers store credit as a resolution option for eligible damaged, defective, or wrong-item orders submitted through our Returns portal.

• What it is: Store credit is typically issued as a digital gift card or credit code that you can use on future Eco Kitchen Co purchases.
• Why it’s faster: In many cases, choosing store credit means you do not need to ship the item back, and your credit can be issued shortly after your claim is approved.
• Where it applies: This option is generally offered for verified damage/defect/wrong-item cases. For discretionary change-of-mind returns (where accepted), store credit may also be offered at our discretion.
• Validity: We aim to issue store credit that is easy to use and, in most cases, without a short expiry. If any expiry date or special terms apply, they will be clearly stated at the time of issue.

Choosing store credit or a replacement is often the most sustainable option, as it may avoid additional shipping and handling while still ensuring you’re fully looked after.

7) Exchanges & Replacements

For a fast like-for-like exchange (for example, if your item arrived damaged), you can request a replacement through the Returns portal. In many damage/defect cases, we approve a replacement or store credit without requiring a physical return.

If you prefer a different item or variant, we may recommend placing a new order and resolving the original order via refund or store credit where applicable.

8) Damaged, Defective, or Wrong Item

Please contact us within 7 days of delivery with your order number and clear photos or a short video of the issue. The easiest way is via our Returns portal: Open the Returns Portal.

Once your claim is reviewed, we will prioritize a replacement, store credit, or refund depending on the situation and your preference. In many cases, no physical return is required. Where a return is needed, we will provide a prepaid label and route your item to the nearest regional returns hub (such as a ShipBob facility in your country/region).

9) Regional Consumer Rights

Consumers have a 14-day right to cancel most online purchases from the day after delivery. You must inform us within this period and return items promptly. We will refund eligible orders within 14 days of receiving the goods back (or proof of return). Deductions may apply for diminished value due to handling beyond what is necessary to establish the nature and functioning of the goods.

Under the Australian Consumer Law (and similar NZ protections), you are entitled to a repair, replacement, or refund for major faults. Change-of-mind returns are at the seller’s discretion (see our policy above).

Returns are governed by this posted policy and applicable local laws. Where required by law, we will honor statutory remedies for faulty or misdescribed goods.

This policy does not limit any rights you may have under applicable consumer laws.

10) Non-Returnable Items

• Gift cards and downloadable/digital products.
• Clearance, final-sale, or “non-returnable” marked items.
• Items used, washed, or damaged through misuse.
• Health/sanitary items once opened (e.g., food-contact accessories) unless defective.
• Customized or personalized items (unless defective or misprinted).

11) FAQs

Use the tracking link from the carrier label we provided, or your own carrier receipt if you arranged shipping. For claims resolved without a physical return (e.g., via store credit or replacement), you can track progress in our Returns portal and via our confirmation emails.

First check your email for our confirmation and any gift card or credit code. For refunds to your card, if it’s not visible 10 business days after our confirmation, please contact your bank/issuer. If you still need help, reach out to us at support@eco-kitchen-co.com.

Yes. With proof of purchase, we can usually issue store credit to the recipient or refund to the original payment method (per policy and applicable law).

Contact

Questions about returns or your order? Email us at support@eco-kitchen-co.com, or use our self-service returns portal powered by EcoReturns: Start a Return. You can also reach us via our contact page: Contact Us.

Return Address:
We use regional return hubs operated by trusted logistics partners (such as ShipBob) in the US, UK, EU, and other markets. The correct return address for your order will always be provided in your Returns approval email or by our support team — please do not send returns to any other address.

Last updated: December 6, 2025