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RETURNS AND EXCHANGES

CHANGE OF MIND POLICY

Items can be returned for an exchange or a store credit within 60 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.

We do not accept the return of products under our change-of-mind policy that are:

- swimwear, socks, water bottles, gift cards, and items claimed under the Rewards program or final sale

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.

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.

Final sale items cannot be returned for any reason.

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.

refunds  

For change-of-mind returns a refund will be processed for change of mind if the item purchased is full price (or full price with a discount code applied at checkout). Gift ards are excluded. Items can be returned within 30 days from delivery date.

Refund will be back to original payment, please refer to your confirmation email. If you have split payments i.e. Store Credit & PayPay, refund will be credited back to Store Credit first.

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.

*SALE ITEMS and final sale items

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.

 

FINAL SALE ITEMS

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.

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.

HOW TO LODGE A RETURN (AUSTRALIA)

 

1. Download and fill out our Returns Form here

For Australian customers only - you can purchase a return shipping label ($9.60 per label) here.

If you do not choose to purchase via our online portal the cost of postage may be more expensive.

* Please include your order number. It should be 7 digits and is not your Afterpay number. You can find the order number through your order confirmation email.

If you cannot print the form - please write a handwritten note with all the information required - exactly like the Returns form.

Need help with the Australia Post portal click here

2. Please source your own courier service to ship the items back to us and don't forget to include your Return form inside.

Ship items back to:

ECHT
PO BOX 2118
SPOTSWOOD VIC 3015
AUSTRALIA

3. Hold on to your receipt as it will have your tracking number.

4. Once it arrives at our PO Box Please allow 5-6 days for us to process your return request and we will be in touch via email.

5. Our team will not be able to process your return if you do not provide a Returns form inside.

INTERNATIONAL CUSTOMER - HOW TO LODGE A RETURN

 

1. Download and fill out our Returns Form here

* Please include your order number. It should be 7 digits and is not your Afterpay number. You can find the order number through your order confirmation email.

If you cannot print the form - please write a handwritten note with all the information required - exactly like the Returns form.

2. For US, UK, NZ and Canada customer you can purchase a label via our team. To do this submit a ticket here and choose the country you are shipping from. Prices are below per order returned.

Canada $55CAD

United States $40USD

United Kingdom $35 pounds

New Zealand $ 40 NZD

3. For all other countries you will need source your own courier service to ship the items back to us and don't forget to include your Return form inside.

Ship items back to:

ECHT
PO BOX 2118
SPOTSWOOD VIC 3015
AUSTRALIA

4. Hold on to your receipt as it will have your tracking number.

4. Once it arrives at our PO Box Please allow 5-6 days for us to process your return request and we will be in touch via email.

5. Our team will not be able to process your return if you do not provide a Returns form inside.

RETURN TO SENDER  

A return to sender fee is deducted from the total of your store credit or refund for the following reasons:

- Rejected parcel at the time of delivery
- Parcel not collected from local post office / parcel locker (within 10 days)
- Change of address/ incorrect address provide
- Addressee unknown/ ID cannot be verified
- Unable to access the property
- Multiple delivery attempts
- If you would like a resend - a resend shipping fee of $10.00 (for AU customers) and ($20 for international customers) will be charged and an invoice sent separately. Upon confirmation of payment, we will email you with your new tracking number.
- For US and Canada customers -where parcels are not delivered due to insufficient/incorrect addresses.
2 options:
a) Resend = we will need the parcel to be returned back to us before we can resend it out. A return to sender and resend fee will be charged and determined once the parcel is received.
b) Forfeit the parcel and refund you the amount minus the return to sender fee charge (determined by the courier)
 

RETURNS RECEIVED DIRTY/ DAMAGED

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.

RETURNS RECEIVED OTHER BRANDS

In the event a returned item/s are from a competitor or 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.

RETURNS RECEIVED AFTER 30 DAYS

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.
We are unable to provide any exchange or reimbursement on this item. To have your item returned back to you, please provide us with a return label (at your cost). Please email the return label in reply to this email.
 
The Returns Team will contact you via email and request a shipping label in order for ECHT to post out your return back to you. We suggest you pay for insurance / signature on delivery and once your parcel is with Australia Post/ your choice of carrier ECHT is not responsible if the parcel is lost in transit.

ORDER NOT QUITE RIGHT?  

Please contact us immediately via this Faulty Form below and include photos of the faulty or incorrect item.

DO NOT RETURN any incorrect or damaged items before getting in touch with us.

Our customer service support team will contact you via email and we will try and resolve your query as best we can.

Add additional information - Verification in the form of photos will be required and the Customer Care Team can/ will request additional photos if required. If no photos are included in your enquiry it will take longer for the Customer Care Team to provide your with a resolution.
 
Faulty Item - Verification requirements of photo
- Photo/s shows both the issue and the ECHT logo or size tag in the one photo- Photo is clear and in jpeg or pdf format only
- If multiple items have issues, 1 photo and both showing ECHT logo and issue
- The item must not be worn at the time of the photo

If the fault relates to a zip issue, and it cannot be verified via a photo please send through a short video showing the fault.
 
Wrong/ Missing Item - Verification requirements of photo
- A4 packing slip
- Barcode on clear packaging and label on item
- The item must not be worn at the time of the photo
- Photo is clear and in jpeg or pdf format only
If your order is not quite right and we do not hear from you within 5 business days we cannot assist you further.

CAN'T FIND THE ANSWER YOU WERE LOOKING FOR? DROP US A MESSAGE

Please allow up to 2-3 Business Days for our team to get back to you (excluding weekends & Public Holidays VIC)

Please note that orders cannot be amended

Drop us a message here

If you have purchased a a return label and would like to cancel it please clik here for more support.

STILL HAVE QUESTIONS?

DROP US A MESSAGE

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