Cancellation and Replacements Policy

At Ecopha Bioplastics, we understand that there may be occasions where an order needs to be cancelled or a product needs to be replaced. This policy outlines the terms and conditions for cancellations and replacements for all our domains, including bioplastics.au, my.bioplastics.au, and others.

1. Order Cancellation Policy

  1. Eligibility for Cancellation:
    • Orders can be cancelled if they have not yet been processed or shipped.
    • Orders requiring customization, such as branding or printing, can only be cancelled before production begins.
    • Bulk orders are subject to specific cancellation terms outlined during the quotation process.
  2. How to Cancel an Order:
    • Log in to your account and navigate to the "Order History" section.
    • Select the order you wish to cancel and click "Cancel Order."
    • For bulk or custom orders, contact our support team directly via email or live chat.
  3. Cancellation Fees:
    • A cancellation fee may apply for large orders or custom items where production has already started.
    • This fee covers administrative costs and materials used (if applicable).
  4. Refunds for Canceled Orders:
    • Refunds for cancelled orders will be processed within 5-14 business days to the original payment method.
    • For bank transfers, additional processing time may be required depending on the institution.
  5. Exclusions:
    • Orders already shipped cannot be cancelled.
    • The flash sale or clearance items are non-cancellable.

2. Replacements Policy

  1. Eligibility for Replacements:
    • Replacements are offered for:
      • Defective or damaged products.
      • Products that do not match the description or specifications.
      • Incorrect items received.
    • Replacements are not available for:
      • Change-of-mind purchases.
      • Custom-branded or printed products, unless the defect is related to manufacturing.
  2. How to Request a Replacement:
    • Notify us within 3 business days of receiving the product.
    • Submit a replacement request via your account or email with:
      • Order number.
      • Description of the issue.
      • Supporting evidence (e.g., photos, videos).
  3. Replacement Process:
    • Upon receiving your request, we will inspect and verify the issue.
    • Approved replacements will be processed within 7-14 business days.
    • For bulk orders, we may arrange partial replacements based on the defective items.
  4. Shipping for Replacements:
    • Customers are responsible for shipping the defective item back to us unless the issue is caused by us or our vendors.
    • For bulk orders, contact us to coordinate return logistics and replacement shipments.

3. Business Partners and Vendor Replacements

  1. Vendor-Specific Items:
    • Products sourced from vendors through our Webkul Multi-Vendor Marketplace are subject to the vendor’s replacement policy.
    • Our team will assist in coordinating replacements with the respective vendor.
  2. Bulk Order Replacements:
    • Business partners handling bulk orders are required to:
      • Inspect products upon delivery.
      • Report any issues within 3 business days.
    • For defective items, partial replacements or adjustments may be offered.
  3. Shipping Responsibilities for Vendors:
    • Vendors are responsible for arranging replacements and covering return shipping costs for defective items.

4. Custom-Branded and Printed Items

  1. Replacement Policy for Custom Items:
    • Custom-branded or printed items are only eligible for replacements if:
      • There is a manufacturing defect (e.g., incorrect logo placement, design error).
      • The item arrived damaged due to transit.
  2. Correction or Adjustments:
    • Minor errors may be corrected through adjustments rather than a full replacement.
    • Customers will be notified of the resolution options.
  3. Timeframe for Custom Replacements:
    • Custom replacements may require 7-21 business days depending on production and shipping timelines.

5. Important Notes

  1. Inspection Upon Delivery:
    • All customers, including bulk buyers, must inspect their orders upon delivery and report any issues immediately.
  2. Documentation Required:
    • Proof of purchase and supporting evidence (e.g., photos) are mandatory for all cancellation or replacement requests.
  3. Partial Replacements:
    • For bulk orders, only the defective items may be replaced instead of the entire shipment.
  4. No-Return Policy for Certain Items:
    1. Items like compostable packaging with short shelf lives or clearance products may not be eligible for replacements.

6. How to Contact Us
For any cancellation or replacement inquiries, please contact:
Our goal is to provide a smooth and satisfactory resolution for all our customers and business partners. If you have any further questions, please don’t hesitate to reach out to our support team.

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