Shipping & returns

At Ecogenics we go above and beyond to ensure our customers pay as low as possible on delivery charges because we understand that it can be a big expense. Usually the cost of delivery is calculated based on weight, cubic centimeters and location however we heavily subsidize our delivery fee to bring more value to your doorstep.  

Delivery of items is subject to availability and we cannot accept responsibility or liability for any item unexpectedly out of stock. We regularly update our website to ensure this does not happen, however, in the rare occasion that a paid item is out of stock we will offer you a store credit or full refund. 

Deliveries will be on weekdays between 9 am and 5 pm only. No deliveries on weekends or public holidays. Generally items are dispatched within 24 to 48 hours after payment is received. Time frames for delivery varies and can be anything from a couple of days to 4 weeks depending on location. 

It is important that you supply us with contact details and special instructions to be passed on to the delivering company, especially when you live in a high rise building, apartment block or where there might be restricted access.

It might be of benefit to consider giving authority to deliverers to leave small items in a ‘safe spot’ in the rare occasion that you’re not at home at the time of delivery. 

Please check your item upon delivery and contact us within 48 hours should the item be damaged or faulty. Where possible, keep the original packaging. Please contact us via the contact page for all returns.

Please note Eco-Luv nappies are not eligible to free delivery due to clearance.

PLEASE NOTE: generally no exchanges or returns are offered due to ‘change of mind’ . 

Some bigger, more expensive items are difficult to return due to ‘change of mind’ and we ask that you make 100% sure of the measurements. Delivery charges will be your responsibility where ‘change of mind’ is approved by us.   

We reserve the right to refuse a returned item if the item does not comply to our returns policy. Refused items will be posted back to you and additional postage will be charged. We accept no responsibility for returns that are sent by non-traceable postage methods and are not received. Unfortunately without the items we cannot issue an exchange or refund. We strongly suggest you send your returns using a traceable method.