Returns, Refunds and Assessment Policy

EcoHub supplies premium, specialist healthy lifestyle equipment and niche sustainability products. We’re here to help you choose the right product upfront — and while we seldom receive returns, we are committed to handling returns fairly, professionally, and in line with South African consumer law.

Because many of our products are high-value, specialist, electrical, battery-based, hygiene-sensitive, food-contact, heavy, bulky, or installation-related products, returns must be handled carefully. This policy explains when returns are accepted, how refunds are processed, who is responsible for courier costs, and what happens if a return is rejected, requires technical assessment, or is left uncollected.

Returns at a glance

30-day returns for new and unused items: You may request a return within 30 days of delivery, provided the item is new, unused, complete, and returned in a condition that allows EcoHub to resell it as new, including packaging.
Return courier costs: EcoHub will arrange and cover reasonable return courier costs where we supplied the incorrect item, where the item was damaged during EcoHub-arranged delivery, where the item is faulty or damaged on arrival, or where the item is confirmed to be defective under the Consumer Protection Act, warranty, or another applicable legal remedy.
Customer-paid return courier costs: For change-of-mind returns, voluntary 30-day returns, incorrectly ordered items, unsuitable product choices, exceptional/goodwill returns, returns outside the standard return period, or returns not caused by incorrect supply, delivery damage, fault on arrival, or confirmed defect, the customer may be responsible for the direct return courier cost.
Customer-responsible return shipping: Where the customer is responsible for the return courier cost, packaging, or return-transit risk, the customer remains responsible for the item until it is received by EcoHub in acceptable condition. This applies whether the courier is arranged by the customer directly or arranged/facilitated by EcoHub as a convenience.
Heavy and specialist products: Heavy, bulky, fragile, high-value, battery, solar, backup-power, electrical, or installation-related products may require special courier handling, pallet transport, insurance, or surcharge shipping. These costs may be for the customer’s account unless EcoHub is responsible for the return under this policy or applicable law.
No “buy to try” return model: Many EcoHub products are premium, specialist, hygiene-sensitive, food-contact, electrical, battery-based, or installation-related items. We therefore cannot accept used items back simply because a customer has changed their mind after use.
Defective or unsafe goods: Your rights under the Consumer Protection Act apply, including remedies for qualifying defective or unsafe goods.
Rejected returns: If a return is rejected after inspection, the item remains the customer’s property and must be collected from EcoHub, or return delivery must be arranged, within 10 working days of EcoHub’s written notice. Storage, handling, assessment, courier, and related costs may apply where a rejected return is not collected or moved within that period.

1) 30-day returns for new and unused items

If you purchased from EcoHub, you may request a return within 30 days of delivery for items that are:

New and unused, with no signs of use, installation, food or liquid contact, odours, wear, scratches, dents, markings, or damage;
Complete, including all accessories, manuals, inserts, parts, free gifts, bundled items, and original included components;
Returned in the original packaging, including inner inserts and protective packaging; and
Returned in a condition that allows EcoHub to resell the product as new.

If you are unsure which model is right for you, please contact us before ordering. We will gladly guide you so that you can make the correct choice upfront.

EcoHub reserves the right to inspect all returned goods before approving a refund, replacement, credit, or other remedy.

2) Goodwill or exceptional returns outside the standard return period

EcoHub may, at its discretion, consider a return outside the standard return period as a goodwill exception. Agreeing to consider, arrange, or facilitate such a return does not mean that EcoHub is legally required to accept the return, approve a refund, or waive any return conditions.

Goodwill or exceptional returns are subject to the specific written conditions confirmed by EcoHub at the time, including any conditions relating to product condition, packaging, return courier costs, return-transit risk, inspection, assessment, and refund approval.

If a goodwill or exceptional return is not received back in the required condition, EcoHub may reject the return. In that case, the item remains the customer’s property and the customer will be responsible for collection, return delivery, storage, handling, assessment, courier, and related costs where applicable.

3) Packaging, condition, and handling

To qualify for a 30-day return, the item and its packaging must be returned in a condition that allows EcoHub to sell the item as new.

This includes the original box, inner inserts, protective packaging, labels, manuals, accessories, parts, and any included or bundled items.

If an item is returned unused but in a condition that prevents resale as new, EcoHub may:

Decline the return; or
Accept the return and deduct a reasonable handling, repackaging, cleaning, replacement-part, or administration fee from the refund, where applicable and lawful.

Examples of condition issues include, but are not limited to:

Missing packaging, inserts, manuals, accessories, parts, free gifts, or bundled items;
Damaged, torn, written-on, taped, courier-labelled, or unsaleable packaging;
Scratches, dents, marks, odours, residue, liquid contact, food contact, or other signs of use;
Inadequate packaging during return shipping;
Damage caused during return transit;
Installation, hard-wiring, plumbing, commissioning, modification, disassembly, or attempted repair.

We will explain the reason clearly and aim to resolve matters fairly.

4) Receipt of returned goods does not mean acceptance

A product is not accepted as a return merely because it has been collected, delivered to EcoHub, or received at EcoHub’s premises.

A return is only accepted once EcoHub has inspected the item and confirmed in writing that the return has been approved.

Unless EcoHub confirms otherwise in writing, ownership of a returned item remains with the customer until EcoHub has accepted the return and issued the applicable refund, credit, replacement, or other remedy.

5) Incorrect items, missing items, faults on arrival, or delivery damage

Please inspect your delivery as soon as it arrives.

If you received the wrong item, something is missing, the parcel appears damaged on delivery, or the item is faulty or damaged on arrival, please notify us as soon as possible, preferably within 48 hours of delivery, with clear photos and supporting information.

Where relevant, please provide photos of:

The outer box or courier packaging;
The courier label;
The product packaging;
The item itself; and
Any visible damage, missing components, or fault indicators.

Where we confirm an error on our side, damage during EcoHub-arranged delivery, or a fault or damage on arrival, we will make it right as quickly as possible.

If delivery damage, missing items, or faults on arrival are not reported promptly, it may become more difficult to verify when and how the issue occurred, and this may affect the available remedy.

6) Defective or unsafe goods

If a product is defective, unsafe, or fails to meet the required standard, your rights under the Consumer Protection Act apply.

We will handle these cases with priority and guide you through the quickest practical resolution, which may include inspection, troubleshooting, technical assessment, repair, replacement, refund, supplier assessment, manufacturer assessment, or warranty support, depending on the product and circumstances.

Where inspection or technical assessment shows that the issue is caused by misuse, accidental damage, courier damage during customer-responsible return shipping, incorrect installation, unauthorised modification, power anomalies, failure to follow care instructions, lack of required maintenance, water damage, physical damage, or another cause not covered by EcoHub’s obligations, the statutory or warranty remedy may not apply.

If that happens, we will explain the findings and offer the best available support options where reasonably possible.

7) Items we cannot accept for return unless defective

For hygiene, safety, technical, resale, and product-integrity reasons, EcoHub cannot accept returns, except where the item is defective or where the law requires otherwise, for:

Any item that shows use, food contact, liquid contact, residue, odours, wear, markings, scratches, dents, or damage;
Consumables or hygiene-sensitive items once opened, including filters, cartridges, sealed goods once unsealed, or similar items;
Products that have been installed, hard-wired, plumbed in, modified, disassembled, commissioned, connected, or used;
Battery products, electrical products, solar products, backup-power products, or installation-related products that have been installed, connected, used, damaged, mishandled, or returned in unsafe condition;
Special-order, imported-on-request, clearance, demo, custom, or made-to-spec items, where applicable;
Items returned incomplete, missing accessories, missing packaging, or not in resaleable condition.

8) How to request a return

Email [email protected] with your order number, product name, reason for return, and supporting photos where relevant.
EcoHub will review the request and confirm whether the item appears eligible for return.
If approved for return, EcoHub will issue a Return Authorisation and return instructions.
Pack the item securely in its original packaging, including all inserts, accessories, manuals, and included items. This protects your product and helps avoid return delays or rejection.
EcoHub will confirm the approved return method and advise whether EcoHub or the customer is responsible for the return courier cost, packaging requirements, and return-transit risk, depending on the reason for return, the product type, and the applicable legal remedy.

Returns sent without an approved Return Authorisation may be refused, delayed, rejected, or held pending further instructions.

Authorising a return for inspection does not mean that EcoHub has approved a refund, replacement, credit, or warranty remedy. Final approval depends on inspection and, where necessary, supplier, manufacturer, technician, or service-agent assessment.

9) Refunds, inspections, and processing times

Receiving a returned item does not automatically mean that a refund has been approved. All returned items are subject to inspection before a refund, replacement, repair, credit, or rejection is confirmed.

Once an approved return is received and accepted, EcoHub will inspect the item and process the refund within 5–10 business days, provided the return meets the requirements of this policy.

Refunds are issued to the original payment method where possible.
EFT refunds may require account verification before payment is made.
Bank and payment-provider processing times may vary.
EcoHub may withhold or delay a refund where the item requires inspection, supplier assessment, warranty assessment, missing-item verification, courier investigation, or damage investigation.
Delivery, courier, assessment, handling, storage, administration, replacement-part, or other reasonable costs may be deducted or charged where permitted by this policy and applicable law.

For approved returns of new, unused, complete items returned in resaleable condition under our 30-day return policy, EcoHub will refund the product price paid, subject to this policy.

Where an item is returned incomplete, damaged, used, installed, modified, inadequately packaged, missing accessories, missing packaging, or otherwise not in the required condition, EcoHub may decline the return or deduct reasonable costs where applicable and lawful.

10) Return courier costs and return-shipping risk

Return courier arrangements, costs, packaging requirements, and return-transit risk depend on the reason for the return, the type of product, the return approval conditions, and the applicable legal remedy.

For purposes of this policy, customer-responsible return shipping means any return shipment where the customer is responsible for the return courier cost, packaging, or return-transit risk. This may include returns arranged by the customer directly, as well as returns arranged or facilitated by EcoHub as a convenience where EcoHub has advised that the return courier cost, packaging responsibility, or return-transit risk remains for the customer’s account.

EcoHub will arrange and cover reasonable return courier costs where:

EcoHub supplied the incorrect item;
the item was damaged during EcoHub-arranged delivery;
the item is faulty or damaged on arrival and the issue is reported promptly with supporting information; or
the item is confirmed to be defective under the Consumer Protection Act, warranty, or another applicable legal remedy.

For change-of-mind returns, voluntary 30-day returns, incorrectly ordered items, unsuitable product choices, goodwill or exceptional returns, returns outside the standard return period, or returns that are not related to incorrect supply, delivery damage, fault on arrival, or confirmed defect, the customer may be responsible for the direct return courier cost.

Heavy, bulky, fragile, high-value, specialist, battery, solar, backup-power, electrical, or installation-related products may require special courier handling, pallet transport, insurance, or surcharge shipping. Where applicable, these return courier costs will be for the customer’s account unless EcoHub is responsible for the return under this policy or applicable law.

EcoHub may arrange or facilitate return collection for convenience. This does not automatically mean that EcoHub is responsible for the return courier cost or return-transit risk.

Where the customer is responsible for the return courier cost, packaging, or return-transit risk, the customer remains responsible for the item until it is received by EcoHub in acceptable condition. This applies whether the courier is arranged by the customer directly or arranged/facilitated by EcoHub as a convenience.

Customer-responsible return shipping includes the risk of loss, theft, damage, poor handling, inadequate packaging, courier-related damage, or unsafe transport during return transit.

Where the return courier cost is for the customer’s account, EcoHub may require payment before collection, deduct the direct return courier cost from the refund where permitted by law, or invoice the customer for the cost.

If an item arrives back damaged during customer-responsible return shipping, including return shipping arranged by the customer or arranged/facilitated by EcoHub as a convenience, EcoHub may reject the return. In that case, the customer remains responsible for the item and for any further courier, inspection, assessment, storage, handling, return-delivery, supplier-assessment, or related costs.

11) Rejected returns

If EcoHub inspects a returned item and determines that it does not qualify for return, refund, replacement, repair, credit, or warranty remedy, we will notify the customer in writing and explain the reason.

A return may be rejected where, for example, the item:

has been used, installed, hard-wired, plumbed in, modified, opened, disassembled, commissioned, connected, or tampered with;
shows signs of food or liquid contact, odours, residue, wear, markings, scratches, dents, impact damage, water damage, corrosion, contamination, or other damage;
is incomplete or missing accessories, manuals, packaging, inserts, parts, free gifts, or bundled items;
has damaged, written-on, torn, missing, courier-labelled, or unsaleable packaging;
was damaged during customer-responsible return shipping, whether the courier was arranged by the customer directly or arranged/facilitated by EcoHub as a convenience;
was returned without an approved Return Authorisation;
falls outside the time period or conditions of this policy;
is found not to be defective after inspection or technical assessment; or
is found to have failed because of misuse, incorrect installation, power anomalies, unauthorised modification, accidental damage, poor maintenance, or failure to follow instructions.

Where a return is rejected, the item remains the customer’s property. The customer must collect the item from EcoHub, or arrange return delivery, within 10 working days of EcoHub’s written notice.

If the item is not collected or return delivery is not arranged within this period, EcoHub may charge reasonable storage, handling, administration, courier, and related costs.

12) Technical assessments and supplier inspections

Some products may need to be inspected by EcoHub, the supplier, an authorised service agent, the manufacturer, or a qualified technician before the cause of a fault, damage, or failure can be confirmed.

EcoHub may send an item for supplier, manufacturer, technician, or service-agent assessment where this is reasonably necessary to determine whether the issue is covered by warranty, the Consumer Protection Act, this return policy, or any other applicable remedy.

If an item needs to be sent for supplier, manufacturer, technician, or service-agent assessment, EcoHub may first advise the customer of any expected courier, inspection, assessment, handling, or storage costs where these costs may be for the customer’s account.

If the assessment confirms that the issue is covered by the Consumer Protection Act, warranty, or EcoHub’s obligations, EcoHub will handle the matter in accordance with the applicable remedy.

If the assessment shows that the issue was caused by misuse, accidental damage, courier damage during customer-responsible return shipping, incorrect installation, unauthorised modification, power anomalies, inadequate maintenance, failure to follow instructions, water damage, physical damage, or any other cause not covered by EcoHub’s return obligations, the customer will be responsible for reasonable courier, assessment, handling, storage, administration, and related costs, where permitted by law.

Sending an item for assessment does not mean that EcoHub has accepted the return, accepted liability, or approved a refund. The outcome will depend on the inspection or assessment findings.

Where a rejected item is sent to a supplier, manufacturer, technician, service agent, or third party for assessment, this does not mean that EcoHub is reconsidering the rejected return, accepting liability, or approving a refund. The purpose of the assessment may be limited to confirming the nature, extent, safety, or functionality impact of the damage or reported issue.

Where an item is sent for assessment only, EcoHub may instruct the supplier, manufacturer, technician, service agent, or third party not to repair, modify, dispose of, sell, or otherwise alter the item without appropriate written authorisation.

EcoHub may require payment of applicable courier, assessment, handling, storage, or related costs before dispatching a rejected item to the customer, supplier, manufacturer, technician, service agent, or other third party.

13) Uncollected rejected returns and storage limits

EcoHub has limited warehouse space and cannot store rejected returns, damaged items, unsafe items, or customer property indefinitely.

Where a return has been rejected, the item remains the customer’s property. The customer must collect the item from EcoHub, or arrange return delivery, within 10 working days of EcoHub’s written notice.

If the item is not collected or return delivery is not arranged within this period, EcoHub may charge reasonable storage, handling, administration, courier, and related costs.

If the item remains uncollected after this period, EcoHub may issue a final written notice. If the item remains uncollected for more than 30 calendar days after final written notice, EcoHub reserves the right, to the extent permitted by law, to treat the item as abandoned and to dispose of it, recycle it, donate it, return it to the supplier, move it to a third-party facility, or sell it to recover reasonable storage, handling, assessment, courier, administration, and related costs.

Where an item is sold and there is a net balance remaining after reasonable costs have been deducted, EcoHub may credit or refund that balance to the customer where reasonably practical.

For damaged batteries, electrical products, hygiene-sensitive products, contaminated items, leaking items, unsafe items, or any product that may create a safety, storage, contamination, operational, insurance, or legal risk, EcoHub may require earlier collection or may move the item to a supplier, technician, service agent, recycling facility, or appropriate storage location sooner.

Where an item is damaged, unsafe, battery-based, electrical, bulky, or otherwise unsuitable for continued storage at EcoHub’s premises, EcoHub may move the item to the supplier, manufacturer, technician, service agent, recycler, third-party storage facility, or other appropriate location after written notice to the customer. Reasonable courier, handling, storage, assessment, and related costs may be for the customer’s account where the matter is not covered by EcoHub’s obligations.

Reasonable costs may be charged to the customer where the matter is not covered by EcoHub’s return obligations.

14) Batteries, electrical products, solar products, and installed products

Battery products, backup-power products, solar products, electrical products, hard-wired products, and installed products require careful handling because incorrect installation, transport damage, power anomalies, physical impact, water exposure, unsafe storage, or unauthorised modification can affect safety, warranty status, and product integrity.

Unless defective or otherwise required by law, EcoHub cannot accept returns of products that have been installed, connected, commissioned, hard-wired, modified, opened, used, damaged, or returned in unsafe condition.

Where these products require technical assessment, EcoHub may refer the item to the supplier, manufacturer, authorised service agent, or qualified technician. If the issue is not covered by warranty, the Consumer Protection Act, or EcoHub’s obligations, the customer will be responsible for reasonable courier, assessment, handling, storage, and related costs.

For safety reasons, EcoHub may refuse to store or transport a damaged, swollen, leaking, unsafe, contaminated, or compromised battery or electrical product, or may require the item to be moved to an appropriate supplier, technician, service agent, recycling facility, or storage location.

15) Special-order, imported-on-request, clearance, and made-to-spec items

Special-order, imported-on-request, clearance, demo, custom, or made-to-spec items may not be returnable unless defective or unless the law requires otherwise.

Where a product is ordered specially for a customer, imported specifically for a customer, configured for a customer, or sold as a clearance or demo item, EcoHub may refuse cancellation, return, or refund once the order has been processed, shipped, imported, allocated, or supplied, subject to applicable law.

16) Customer responsibilities

To help us process returns quickly and fairly, customers are responsible for:

Choosing the correct product before purchase and contacting EcoHub for guidance where unsure;
Inspecting deliveries promptly on arrival;
Reporting incorrect items, missing items, faults on arrival, or delivery damage as soon as possible;
Keeping all original packaging, inserts, manuals, accessories, parts, and included items until satisfied with the product;
Following EcoHub’s return instructions and using the approved return method;
Packing return items properly to prevent damage during transport;
Complying with any written return approval conditions, including courier-cost, packaging, and return-transit-risk conditions;
Not using, installing, modifying, opening, disassembling, or damaging items intended for return;
Collecting rejected returns or arranging return delivery within the required time period;
Paying reasonable courier, assessment, handling, storage, and related costs where the return is rejected or where the matter is not covered by EcoHub’s obligations.

17) Online purchases and statutory cooling-off rights

Where the Electronic Communications and Transactions Act applies to a qualifying online purchase, a consumer may have a statutory cooling-off right to cancel the transaction within the applicable period after receiving the goods.

Where such a statutory cooling-off right applies, EcoHub will process the cancellation and refund in accordance with the Act. The customer may be responsible for the direct cost of returning the goods, where permitted by law.

This statutory cooling-off right does not apply in all circumstances and may be excluded or limited for certain goods, including goods made to the customer’s specifications, special-order goods, goods that by reason of their nature cannot reasonably be returned, hygiene-sensitive goods once opened, goods that have been used, installed, damaged, modified, or goods that cannot reasonably be returned in their original condition.

Nothing in this policy limits any cooling-off right or other consumer right that applies under South African law.

18) Statutory rights

This policy is intended to be read together with applicable South African consumer laws, including the Consumer Protection Act and the Electronic Communications and Transactions Act where applicable.

Where the law gives a consumer a right to return goods, cancel a qualifying transaction, or receive a repair, replacement, refund, or other remedy, that right applies.

Nothing in this policy is intended to limit, exclude, or override any non-excludable consumer rights under South African law.

Contact

Returns: [email protected]
Support: [email protected]
Phone: +27 79 885 8806

Important note: This policy is intended to be read together with applicable South African consumer laws. Where the law grants a consumer a right, that right applies.

Browse

Want to chat?

Social

Refund and Returns Policy