Refund policy
ETC Body will abide by the Australian Consumer Law and provide customers with a refund or replacement if a product is faulty, damaged, or where false and misleading claims have been made.
ETC Body does not offer returns or refunds for a customer's change of mind.
If you have any issues with a product, please get in touch with us etcbody@gmail.com and we will do what we can to sort the issues out where possible.
Damages, Issues & Lost in Transit
Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.
If you receive an item that has been damaged in transit, please contact us at etcbody@gmail.com within 5 days of receiving your package.
Before we process any refunds or send a replacement product, you will need to lodge a claim with Australia Post. This can be done by presenting your package and damaged item to an Australia Post GPO or LPO. They will assess the damage and will help you to lodge a claim. Once a claim has been lodged, we will be in contact to discuss next steps. This step for our products damaged in transit is necessary. Unlike multi-billion dollar corporations, as a small business we do not have the capacity to cover the cost of replacements unless Australia Post reimburses us for the damaged products. We appreciate your understanding and patience while we navigate the process.
If your package has not arrived within 5 days of its estimated time frame, please get in contact with us at etcbody@gmail.com as soon as possible. We will lodge a claim with Australia Post, and will be in contact with you to discuss next steps.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at etcbody@gmail.com.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded the cost of the product(s) less postage on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at etcbody@gmail.com.
Return Shipping
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are shipping items worth over $100, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.