Returns & Refunds policy

Once production begins, personalised items cannot be changed or cancelled. If your order arrives faulty, damaged in transit, or not made in accordance with the approved order details, please contact us within 7 days of delivery with your order number and clear photos of the issue. Where a product fails to meet a consumer guarantee under Australian Consumer Law, we will offer a remedy such as a replacement, refund, or other appropriate solution.

We do not accept returns for:

· Incorrect size selected by the customer.

· Change of mind.

· Incorrect personalisation details entered by the customer.

· Items returned without prior approval.

If a return is approved for a faulty or incorrect item, we will advise whether a replacement, refund, or other remedy is appropriate. In some cases, we may not require the item to be returned if photos are sufficient to assess the issue.

In order to exercise your right of cancellation, you must inform us of your decision by means of a clear statement.

You can inform us of your decision by e-mail helloecnhcollective@proton.me

We will reimburse you no later than 30 days from the day on which we receive the returned goods. We will use the same means of payment as you used for the order, and you will not incur any fees for such reimbursement.

Conditions for returns:

In order for the goods to be eligible for a return, please make sure that:

• The goods were purchased in the last 30 days

• The goods are in the original packaging

The following goods cannot be returned:

• The supply of goods made to your specifications or clearly personalized.

• The supply of goods which according to their nature are not suitable to be returned, for example goods which deteriorate rapidly or where the date of expiry is over.

• The supply of goods which are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery.

• The supply of goods which are, after delivery, according to their nature, inseparably mixed with other items.

We reserve the right to refuse returns of any merchandise that does not meet the above return conditions at our sole discretion.

Returning Goods

You are responsible for the cost and risk of returning the goods to us.

We cannot be held responsible for goods damaged or lost in return shipment. Therefore, we recommend an insured and trackable mail service. We are unable to issue a refund without actual receipt of the goods or proof of received return delivery.

Contact Us

If you have any questions about our Returns and Refunds Policy, please contact us by e-mail helloecnhcollective@proton.me