Returns / Refund Policy

Online Purchases

Change of mind
Please choose items carefully as we do not provide refunds or exchanges for incorrect choice or change of mind for online purchases.

When are customers entitled to a refund?
When the product:

  • Has a fault that the customer did not know about at the time of purchase
  • Does not do the job that the customer was led to believe it would do
  • Does not match the sample or description the customer was shown

Under these circumstances, customers may negotiate with staff so an appropriate solution is found such as repair, replacement or refund.

When are customers not entitled to a refund?

  • When they changed their mind about a product. This includes when a customer has found a cheaper product elsewhere, has bought a gift that is unsuitable, or their circumstances have changed and they no longer require the goods.
  • If they knew, or should have known about a fault when the goods were bought, for example as seconds.
  • If they are unable to prove from whom and when the item was purchased.

Proof of Purchase
Please note that all returns, refunds, exchanges or repair requests must be accompanied by any of the following Proof of Purchase documents:

  • Original Tax Receipt/Invoice
  • Bank statement showing transaction total and date of purchase
  • Eckersley’s rewards card statement

Refund Method
There is no time limit for the return of goods which meet the criteria listed above under ‘When are customers entitled to a refund’.

Please complete and submit the Online Refund Request Form prior to returning the goods. If you have any queries regarding your request, please contact our online customer service team on customerservice@eckersleys.com.au
Once a return has been approved, we will organise the return of the goods (in the case of faulty goods, Eckersley’s will be responsible for return postage costs). Once we receive the goods, you will receive your refund via your original payment method within 14 working days.

Return Location for Online Purchases
Goods purchased online can only be returned by post to the Eckersley’s Distribution Centre.

In-store Purchases

Change of mind
Please choose items carefully as we do not provide refunds for incorrect choice or change of mind for in-store purchases.

Exchanges for change of mind (In-store only):
If you have changed your mind about a product purchased at an Eckersley’s store (not online) you can exchange the product for store credit or other items.

  • Exchanges are not available for the following products: individual pens & markers, sprays, face paints and books, unless they have an unbroken seal to prove they have not been used.
  • Proof of purchase must be provided by the customer.
  • Goods must be in merchantable quality i.e. in original packaging so they are able to be resold.

When are customers entitled to a refund?
When the product:

  • Has a fault that the customer did not know about at the time of purchase
  • Does not do the job that the customer was led to believe it would do
  • Does not match the sample or description the customer was shown

Under these circumstances, customers may negotiate with staff so an appropriate solution is found such as repair, replacement or refund.

When are customers not entitled to a refund?

  • When they changed their mind about a product. This includes when a customer has found a cheaper product elsewhere, has bought a gift that is unsuitable, or their circumstances have changed and they no longer require the goods.
  • If they knew, or should have known about a fault when the goods were bought, for example as seconds.
  • If they are unable to prove from whom and when the item was purchased.

Proof of Purchase
Please note that all returns, refunds, exchanges or repair requests must be accompanied by any of the following Proof of Purchase documents:

  • Original Tax Receipt/Invoice
  • Bank statement showing transaction total and date of purchase
  • Eckersley’s rewards card statement

Return Locations for Retail Purchases
Goods purchased in-store can only be returned to an Eckersley’s retail store. You will be required to provide ‘proof of purchase’ and fill in a ‘Refund Authorisation Form’ with your contact details at the store.