We’ve tried to cover the most common situations here, but if your circumstance doesn’t quite fit into one of these boxes, please hit the Live Chat icon and ask, or head to the Contact Us page and send us a message.
Can I cancel my order 😳
Sometimes life gets in the way and our circumstances change. Sometimes you’re drunk online shopping and don’t remember until you read your email the following morning.
There’s no judgement here. If you let us know before we’ve sent your order, we can refund the full purchase price.
If your order has already been sent, we may ask you to cover the initial shipping cost (at our discretion, AUD$30-80 depending on location), and issue a refund for the remainder.
I changed my mind 🤔
If you return your furniture within 30 days, the furniture is clean, undamaged, and has not been used or assembled; we’ll provide you with a refund equal to the purchase price, less the initial shipping cost.
If the furniture has been assembled, requires cleaning or repairs, a refund will be issued less a cleaning/repairs charge to be determined by Ecosium upon visual inspection of the item/s, and less the initial shipping cost.)
In this situation the return shipping costs are to be covered by the customer.
It arrived damaged 🚚💥
That sucks. As much as we package the products safely with extra cushioning, sometimes accidents happen and things get damaged.
That’s our responsibility though, not yours. If your furniture arrives damaged, please get in touch with us straight away (definitely within two weeks of delivery), and let us know.
We’ll ask for a few photos of the damage, including of the boxes so we can identify what happened and follow it up with the transport company.
We will then organise for replacement parts to be sent out to you, and ask for your help to carefully package up the original parts so we can have them picked up and returned to us.
I didn’t get what I ordered 🤔
If a part (or all) of your furniture didn’t arrive. Please let us know ASAP so we can follow it up for you, and ensure you got what you ordered.
If you believe the product has been wrongly described, is faulty, or doesn’t do what it’s supposed to do, we can provide a full refund if you let us know within a reasonable time frame.
Delays in Delivery
We always try to under promise and over deliver, but sometimes things happen outside our control.
If your furniture is going to take longer to dispatch than what we’ve communicated on our website, we will get in touch with you to let you know, and you are welcome to cancel your order for a full refund.
If your order takes longer to arrive than anticipated, please get in touch so we can follow it up with the transport company to find out what’s happening.
Our furniture come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure. You are also entitled to have the goods repaired or replaced by Ecosium (at our cost) if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Restriction of Liability
To the extent allowed by applicable law, neither Ecosium, its employees, subcontractors, partners, nor associates shall be liable for consequential loss, injury or damages arising from the design, manufacture, distribution or use of any products manufactured by Ecosium, delays in order completion, any other failure of performance, or any representation made on behalf of Ecosium by its employees, subcontractors, partners, or associates.
This contract shall be subject to and construed in accordance with the laws of the State of Victoria and parties to the contract will submit to the jurisdiction of the courts and tribunals of that State.