Am I eligible for a refund?
A refund can be processed if the item purchased is full price (or full price with a discount code that has to be applied by the customer at checkout). Full price items exclude automatic discounts and savings at checkout. Full priced items must be returned within 14 days from date of delivery.
Gift cards are excluded. Refunds will be back to original payment, please refer to your confirmation email. If you have split payments i.e. Store Credit & PayPal, refund will be credited back to Store Credit first.
What does 14 days mean?
Your return must be sent back to us within 14 days of receiving your order. Please email us a copy of your tracking number at support@echt.com.au
If you return your item between 15-30 days, you’ll receive store credit or an exchange instead. Please note that exchanged items are only eligible for store credit, not refunds.
Can I return my items?
Orders (excluding final sale items) can be returned for an exchange or a store credit within 30 days from delivery date if they are unworn, unwashed and with the original packaging. Please make sure the product size label is still intact (swing tags do not arrive with our products).
We recommend inspecting your items before sending it back as we cannot accept any damaged or dirtied items.
· If there are no notes accompanying your return a store credit will be issued automatically.
· Discount codes from the returned order are final and cannot be refunded/store credited or applied to the exchange order.
· Full priced items are eligible for an exchange, store credit or refund
· Sale items are eligible for an exchange or store credit only.
· Final sale items cannot be returned for any reason. In the event a final sale item is returned to us - a store credit for 10% of the purchase price will be issued only. We are unable to send the item back to you..
· All items that are purchased with an automatic discount at checkout (with no applicable code) or are already automatically on sale can only be returned for a store credit or exchange for an item of the same value. Final sale items are excluded and cannot be returned.
· If your requested exchange is out of stock or you are seeking an alternative product with a price difference - a store credit will be automatically issued.
· Discount codes are final and cannot be refunded/store credited or applied to a new order or applied to an exchange.
· As per Return Policy our customers have up to 30 days from delivery date to return apparel if they are unworn, unwashed and with the original packaging. If we have received your returned item after our 30 days allowance your return cannot be accepted. An automatic store credit minus $10 will be issued. The items cannot be sent back to you.
We do not accept the return of products under our policy that are:
- swimwear, socks, water bottles, gift cards, and items claimed under the Rewards program or final sale
What does 30 days mean?
Your return must be sent back to us within 30 days of receiving your order. Please email us a copy of your tracking number at support@echt.com.au
How do I know if my items are Sale items?
This can be identified by the sale tag on the items on our website and can also be viewed on your order confirmation, although it is advisable you are familiar with this prior to purchase.
How do I know if my items are Final sale items and cannot be returned?
This can be identified by the Orange final sale tag on the items on our website and can also be viewed on your order confirmation, although it is advisable you are familiar with this prior to purchase.
Are your returns free?
Return shipping for change of mind or incorrect fit is the customers responsibility and non-refundable. We recommend keeping your tracking details as ECHT are not liable for returns lost in transit. In the event of your order not being quite right, please email our team at support@echt.com.au with photographic evidence of the issue and we will investigate, if verified, our team will issue you a return label.
Can I exchange my items?
Yes, you can exchange your items, however, they must be the same price as the original item purchased.
Some things to note are:
· If your requested exchange is out of stock or you are seeking an alternative product with a price difference - a store credit will be automatically issued.
· If your requested exchange is for the same product but different size and there is a price difference at the time of the exchange i.e. item is back to full price or on sale there will be no refund or store credit issued for the price difference.
· Discount codes from the returned order are final and cannot be refunded/store credited or applied to the exchange order.
· Final sale items cannot be returned for any reason.
-If a full-priced item is returned for an exchange and then again returned, this will only be eligible for a store credit or an exchange. Similarly, if a full-priced item is returned and store credit is requested, a later change of mind for a refund will also not be permitted.
What happens if I receive an incorrect or faulty item?
Please contact us immediately via this FORM and include photos of the faulty or incorrect item.
DO NOT RETURN any incorrect or damaged items before getting in touch with us. You will not be reimbursed return fees if our support team have not been advised by you via email prior to returning the faulty items.
For more detailed instructions, please refer to the Order not quite right tab.
What happens if I send back a dirty or damaged item?
Our Returns Team conducts thorough checks and if your return doesn't meet our criteria, we are unable to process your return. In the event a returned item/s are dirty/ damaged upon inspection the Returns Team will contact you via email with photo evidence. A store credit will be automatically issued minus a $10 fee damage fee for each item returned. Item will then be destroyed.
No exceptions will be made.
What happens if I return an item to you from another brand?
In the event we receive returned items from another brand or are incorrectly shipped out to ECHT, the Returns Team will contact you via email and request a shipping label.
Alternatively, if you have a Return Label from the retailer you have purchased from, simply email it through and we can post it out from ECHT HQ. Once your parcel is with Australia Post/ your choice of carrier ECHT is not responsible if the parcel is lost in transit.
We are committed to complying with all obligations under consumer law. Any rights you have under this policy in relation to your ECHT product are additional to any rights you may have under consumer laws.
