Refund Policy

At Ecopha Bioplastics, we are committed to ensuring customer satisfaction. Our refund policy is designed to address various scenarios, including business partnerships, bulk orders, and customer-specific needs. This policy applies across all our multistore platforms, including bioplastics.au, my.bioplastics.au, and others.

1. General Refund Policy

1. Eligibility for Refunds:
   • Refunds are provided for:
     • Faulty or damaged items.
     • Products that do not match the description or specifications listed on our website.
     • Orders are cancelled before they are processed or shipped.
   • Refunds are not available for:
     • Change-of-mind purchases (credit notes may be issued at our discretion).
     • Customized or branded items, unless they are defective.
2. Timeline for Refund Requests:
   • Refund requests must be initiated within 3 business days of receiving the product.
   • For faulty or damaged items, supporting evidence such as photos or videos must be provided.
3. Processing Refunds:
   • Refunds will be issued to the original payment method within 5-14 business days of approval.
   • Bank transfers may require additional processing time depending on the institution.
4. Non-Refundable Items:
   • Items purchased during flash sales, clearance sales, or promotional events.
   • Bulk orders, unless defective or incorrectly delivered.

2. Business Partners and Vendor Refunds

1. Vendor Responsibility:
   • Refunds for vendor-specific products will be coordinated with the respective vendor.
   • Vendors are responsible for managing shipping costs and ensuring timely refunds for defective items.
2. Business Partner Policy:
   • Business partners handling their shipping arrangements are responsible for:
     • Any shipping-related damage or delays.
     • The return of defective items to our warehouse or vendor facilities.
3. Custom Orders and Branding:
   • Refunds for custom-branded products are subject to additional review.
   • In cases where replacements are not feasible, partial refunds or credit notes may be issued.

3. Bulk Order Refunds

1. Policy for Bulk Orders:
   • Refunds for bulk purchases are assessed on a case-by-case basis.
   • Defective or damaged items will be replaced or refunded.
2. Shipping Costs for Bulk Orders:
   • Bulk buyers are responsible for return shipping costs unless the issue arises from our end.
   • For large-scale orders, our team will coordinate with logistics partners to facilitate returns.
3. Partial Refunds:
   • For bulk orders where only a portion of the items are defective, refunds will be calculated proportionately.

4. Refund Procedure

1. Steps to Initiate a Refund:
   • Log in to your customer account and navigate to the "Order History" section.
   • Select the order and click "Request Refund."
   • Provide detailed information, including the reason for the refund and any supporting evidence.
2. Business Partner Refund Requests:
   • Business partners can submit refund requests via their vendor dashboard.
   • Include order details, product issues, and supporting documentation.
3. Refund Approval:
   • Refunds are approved after inspection and verification of the issue.
   • Our team will notify you of the refund status within 3-5 business days of your request.
4. Shipping and Handling:
   • Refunds exclude shipping costs unless the issue was caused by us or our vendors.
   • Business partners are advised to coordinate with their shipping providers for returns.

5. Important Notes

1. Custom and Branded Items:
   • Refunds for customized items are only provided if the issue is manufacturing-related.
   • For logo placement errors or design mismatches, our team will offer corrections or replacements.
2. Timelines for Vendor Handling:
   • Refund timelines for vendor-specific products may vary based on their internal policies.
   • We will work closely with vendors to expedite the process.
3. Customer Support:
   • For assistance with refunds, contact us at [Your Contact Email] or [Your Contact Number].
   • Use live chat for immediate support during business hours.
4. Documentation Required:
   • Proof of purchase, such as an invoice or receipt, is mandatory for all refund requests.
   • For bulk orders, include the original delivery manifest.

6. Contact Us for Refunds
For questions or concerns about refunds, please contact: 
Our goal is to provide a seamless and satisfactory experience for all customers and business partners.