Last updated: June 2025
At EFG (Eco-Friendly Gifts), we stand behind the quality of our sustainable promotional products. However, because many of our items are customized, printed, or made-to-order, we have specific guidelines for returns, exchanges, and refunds. Please read this policy carefully to understand your rights and responsibilities.
1. General Eligibility
Timeframe: All return or refund requests must be initiated within 30 days of delivery.
Condition: Products must be unused, unwashed, and in their original packaging (including eco-friendly cartons, paper tape, and plant-based void-fill).
Proof of Purchase: A copy of your order confirmation or packing slip is required to process any return or exchange.
2. When We’ll Issue a Refund or Replacement
Defective or Damaged Goods
Items damaged in transit (torn packaging, crushed products)
Manufacturing defects in materials or printing (ink smears, missing logos)
→ We will cover return shipping and send a replacement or full refund.
Incorrect Items Shipped
You received the wrong SKU, colour, or quantity
→ We’ll arrange a prepaid return and ship the correct items at no extra cost.
Major Printing Errors
Logo misalignment, incorrect artwork applied, or colour significantly off from proof
→ Upon review of your photo or sample, we’ll reprint at no cost or issue a refund.
3. When We Cannot Offer a Refund or Exchange
Made-to-Order Custom Products
Once you’ve approved print proofs and production has begun, we cannot accept returns for change of mind.
Minor Print Variations
Slight colour shifts within acceptable print tolerances or minor texture differences in recycled materials.
Products Damaged by Customer
Scratched drinkware, torn fabric, or improper handling after delivery.
Discontinued or Clearance Items
Items sold as “final sale” or at a clearance discount.
4. Non-Returnable Materials & Accessories
Shipping Supplies: Eco cartons, paper tape, compostable void-fill
Packaging Inserts: Hang tags, instruction cards, proof samples
Bundled Kits: Once opened, individual components (e.g., straw + brush sets) cannot be separated for return.
5. How to Request a Return or Refund
Contact Us: Email sales@ecofriendlygifts.au with your order number, item details, and a brief description of the issue.
Provide Photos: For damaged or misprinted goods, include clear images of the defect and the packaging.
Approval & Label: Once approved, we’ll email a prepaid return label for eligible cases.
Ship Back: Pack items securely in their original eco-friendly packaging and drop off with the carrier specified.
6. Refund Processing
Timing: Refunds will be processed within 7 business days of receiving and inspecting your return.
Method: We refund to the original payment method. If you paid by credit card, it may take 1–3 billing cycles to appear on your statement.
Partial Refunds: In cases of partial damage or use, a restocking fee may apply (up to 20% of item value).
7. Exchanges & Reorders
Exact Exchange: For incorrect or defective items, we recommend an exchange—your new items ship as soon as we inspect the return.
Reorders: If you need a different style, quantity, or upgraded materials (e.g., 100% plastic-free packaging), place a new order online or contact sales@ecofriendlygifts.au for a custom quote.
Questions?
Email sales@ecofriendlygifts.au, Monday–Friday, 9 am–5 pm AEST. We’ll work with you to ensure your eco-friendly promotional campaign is a success.