Returns and Refund Policy

At ECOLENA, we want you to feel confident and happy with every purchase. We understand that sometimes an item might not be quite right, and we are always happy to assist wherever possible.

Due to the nature of online retail, all returns, exchanges and faulty claims must comply with the conditions outlined below. By completing a purchase with ECOLENA, you acknowledge and agree to our Terms & Conditions, Returns Policy and Faulty Items Policy.

1. RETURN CONDITIONS

We accept returns and exchanges within 14 days of delivery.

To be eligible for an exchange, store credit or refund, items must:

• be unworn and unused;
- be in original condition;
- have all original tags attached;
- have no marks, stains, perfume, makeup, deodorant, pet hair, smoke smell or washing detergent residue;
- not be altered, stretched, damaged or washed.

Items returned outside of the 14-day return window will not be accepted.

For hygiene reasons, earrings, underwear, hair accessories and selected specialty items cannot be returned unless deemed faulty under Australian Consumer Law.

Return postage costs are the responsibility of the customer unless the item is confirmed as genuinely faulty after assessment. Original shipping charges are non-refundable.

2. ONLINE SHOPPING & SIZING RESPONSIBILITY

We understand that online shopping can sometimes be challenging, and we are always happy to assist customers before purchase. If you require additional measurements, fit advice, fabric information, extra photographs or styling guidance, please contact us prior to purchasing and our team will gladly help you.

Measurements are provided throughout our website wherever possible. It is the customer's responsibility to carefully review garment measurements, sizing information and fit descriptions before purchasing.

Different garment styles suit different body shapes, fits and preferences. A garment being too tight, fitted, restrictive or unsuitable for a customer's body shape does not classify the item as faulty. Customers should not continue wearing garments that feel excessively tight or place strain on seams, fabric or stitching.

3. EXCHANGES

Postage for exchanges: Customers cover the cost of sending the item back to us. We will cover the postage cost to send your replacement item.

Different item:
- If the new item costs more, we will send you a payment request for the difference before shipping your replacement.
- If the new item costs less, the remaining balance will be issued as store credit, which never expires.

Same style, different size: No extra charge — we will simply send you the correct size once we receive your return.

Request your exchange:
You can request an exchange in one of two ways:
- Log in to your customer account, go to My Orders, select your order and click Request a return
- Open your order confirmation email titled "Thank you for your order" and click the Request a return button

When submitting your request, please select Exchange and let us know the size or colour you'd like instead.

What happens next:
- If the requested size or colour is in stock, we will approve and reserve your exchange item
- You'll then need to send the original item back to us
- Once we receive the returned item, we will ship your exchange
- No exchange fees apply for same-style exchanges

Important notes:
- Exchanges are only available if the requested item is in stock at the time of approval
- If you change your mind after an exchange has been reserved, please notify us as soon as possible

4. STORE CREDIT

Instead of an exchange or refund, you can return your eligible item for store credit.

• Store credit is issued as a discount code that you can use anytime — valid for three years from the date of issue.
- Customers are responsible for the return postage cost when sending an item back for store credit.
- No handling fee applies when choosing store credit.

5. REFUNDS

Refunds are available for eligible items that meet our return conditions.

• Customers are responsible for the return postage cost.
- A small 5% handling fee will be deducted from your refund (applied to returned items only). As a small business, we absorb high non-refundable charges from payment providers and platforms — this small fee helps us keep prices fair for everyone.

6. FAULTY ITEMS POLICY

If you believe you have received a faulty garment, you must contact ECOLENA within 14 days of receiving your order. Faulty claims submitted outside of this timeframe may not be accepted.

Under Australian Consumer Law, a genuine manufacturing fault refers to a fault present at the time the product was supplied.

Examples of genuine manufacturing faults may include:
- incorrect or incomplete stitching;
- significant fabric flaws present upon arrival;
- faulty zippers or closures upon first wear;
- improperly attached buttons;
- major manufacturing defects identified shortly after delivery.

All faulty claims are assessed individually. Photos alone do not automatically confirm approval of a faulty claim. In many cases, the garment must be physically returned to ECOLENA for full inspection before any outcome is determined.

If the garment is confirmed to have a genuine manufacturing fault, ECOLENA may, at our discretion and in accordance with Australian Consumer Law:
- repair the item;
- replace the item;
- issue store credit;
- or provide a refund.

If a returned garment is assessed and found not to be faulty, the item may be returned to the customer at the customer's expense.

7. WHAT IS NOT CONSIDERED A FAULT

The following are not considered manufacturing faults and will not qualify for refund, replacement or compensation:

• general wear and tear;
- damage caused during wear;
- garments worn beyond initial try-on;
- seam stress caused by tight fit or incorrect sizing;
- stretched seams or fabric stress;
- pilling on knitwear or natural fibres;
- shrinkage caused by incorrect washing;
- accidental damage;
- snagging, pulling or friction damage;
- fading or fabric softening over time;
- improper garment care;
- damage caused by excessive strain or force during wear.

Natural fibres and delicate fabrics naturally soften, relax and wear differently over time. Slight pilling, movement in weave, softening or natural fabric variation is not considered a manufacturing fault.

8. SALE ITEMS & PROMOTIONS

Sale items purchased at 20% off or greater are considered final sale and are not eligible for refund for change of mind unless required under Australian Consumer Law.

Store credits, promotional discounts and gift cards are non-refundable. Where promotional gifts or bonuses are included with an order, these must also be returned if the qualifying purchase is refunded.

9. HOW TO RETURN

The easiest way to request a return is through your Order Status Page:

1. Open your order confirmation email — sent to you right after you placed your order.
2. Click the View your order button.
3. On your Order Status Page, click Request a return and follow the steps.
4. Select the item(s) you want to return, choose the reason, and submit the request.
5. Once we receive your request, we will review it and get back to you with the next steps.

If you do not have access to your Order Status Page:

• Contact us at help@ecolena.com.au with your full name, order number (if available), and whether you would like an exchange, store credit or refund.
- Pack your item securely, include your order details in the parcel, and send it back to us.
- Once we receive and inspect your item, we will process your request.

Please include your order number, full name, reason for return and clear photographs where applicable.

Please note: All returns remain the responsibility of the purchaser until received by ECOLENA. We recommend using a trackable method of return such as a courier, Australia Post satchel or registered mail. Returns sent without prior contact may experience delays in processing.

Please send all returns to:

ATTN: Returns
ECOLENA
342 Bong Bong Street
Bowral NSW 2576
Australia

IN-STORE RETURNS:

You are welcome to return your item in person to our ECOLENA store in Bowral, saving you return postage and waiting time for your financial institution to process your refund.

• If you choose a refund to your original payment method, a 5% handling fee will apply (this covers non-refundable charges from payment providers).
- If you choose an exchange or store credit, no fees will apply.

10. REWARDS PROGRAM

At ECOLENA, we don't offer a "first purchase" discount. Instead, we believe in rewarding loyalty. We invite you to join our ECOLENA Rewards Program (link at the bottom of our website):

• Receive 25 bonus points instantly when you sign up.
- Earn points with every purchase.
- Redeem points for dollars off future purchases via exclusive promo codes.

Our best rewards go to the customers who shop with us regularly — our way of saying thank you.

11. CANCELLATION POLICY

ECOLENA reserves the right to cancel an accepted order at any time before delivery and for whatever reason. ECOLENA may do this, for example but without limitation, where:

(a) ECOLENA suppliers are unable to supply goods that they have previously promised to supply;
(b) an event beyond ECOLENA's control, such as storm, fire, flood, earthquake, terrorism, power failure, war, strike or failure of computer systems, means that ECOLENA is unable to supply the goods within a reasonable time;
(c) goods ordered were subject to an error on the website, for example in relation to a description, price, image or stock level, which was not discovered prior to the order being accepted.

12. RETURNS FOR PROMOTIONAL OR SALE ITEMS

In the instance of an extra sale offered on top of items already on sale or at full price (for example: "Buy 5 Items Get A Further 20% off"), if you return any items taking your total purchased items below the original promotional threshold, the discount will be recalculated accordingly.

Example: A customer buys 5 items at $500 ($100 each) and receives a further 20% off, paying $400 ($80 each). The customer returns 1 item. The 4 remaining items revert to $100 each (the original price without the extra discount), as the customer no longer qualifies for the promotional offer. In this case, no refund is issued for the returned item as the total paid ($400) equals the revised price of the 4 remaining items. Each case will differ depending on the cost of each item and the item returned — refund amounts will be adjusted on a case-by-case basis.

Where the offer is "Buy 5 items, get 2 extra free items", the free items will be the two cheapest items of the 7 selected. If you return any items, they may only be exchanged for an item of the same or lesser value, and only while stock of the promotional items remains available. There will be no refunds on wrong items purchased or for change of mind under these promotions.

IMPORTANT NOTICE

ECOLENA reserves the right to deny returns, exchanges or faulty claims that do not comply with this policy. By completing a purchase through our website, customers confirm that they have read, understood and agreed to all ECOLENA Terms & Conditions, including this Returns, Exchanges & Faulty Items Policy.

For any questions, please contact us at help@ecolena.com.au — we are always happy to help.