Last updated: 9 January 2026
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 them fairly, professionally, and in line with South African consumer law.
Returns at a glance
- 30-day returns (new & unused): You may request a return within 30 days of delivery, provided the item is new, unused, complete, and returned in a condition that allows us to resell it as new (including packaging).
- Free return shipping: For eligible returns, EcoHub will arrange return collection or provide a return method at no cost to you.
- Defective / unsafe goods: Your CPA rights apply, including remedies for defective goods.
1) 30-day returns (new & unused)
If you purchased from EcoHub, you may request a return within 30 days of delivery for items that are:
- New and unused (no signs of use, installation, food/liquid contact, odours, wear, or markings)
- Complete (all accessories, manuals, inserts, free gifts, and bundled items included)
- Returned in the original packaging in a condition that allows us to resell the product as new
Because many of our products are high-value and often hygiene- or food-contact related, we do not offer a “buy to try” return model.
If you are unsure which model is right, please contact us before ordering — we’ll gladly guide you.
2) Packaging, condition, and handling
To qualify for a 30-day return, the item (and its packaging) must be returned in a condition that allows us to sell it as new.
This includes inner inserts, protective packaging, labels, manuals, and any included accessories.
If an item is returned unused but in a condition that prevents resale as new (for example: missing inserts/accessories, heavily damaged packaging, writing on the box, torn packaging, or inadequate protection during return transit), EcoHub may:
- Decline the return, or
- Accept the return and deduct a reasonable handling/repackaging fee from the refund, where applicable.
We’ll always explain the reason clearly and aim to resolve matters fairly.
3) Incorrect items, missing items, or transit damage
Please inspect your delivery as soon as it arrives. If you received the wrong item, something is missing, or the parcel is damaged, notify us within 48 hours of delivery with clear photos (outer box, labels, and the item).
Where we confirm an error on our side or transit damage, we will make it right as quickly as possible.
4) Defective / unsafe goods (CPA)
If a product is defective, unsafe, or fails to meet the required standard, your rights under the Consumer Protection Act (CPA) apply.
We will handle these cases with priority and guide you through the quickest resolution, which may include assessment, troubleshooting, repair, replacement, or refund as appropriate.
Where inspection shows the issue is caused by misuse, accidental damage, incorrect installation, unauthorised modification, power anomalies, or failure to follow care instructions, the CPA remedy may not apply.
If that happens, we’ll explain the findings and offer the best available support options.
5) Items we cannot accept for return (unless defective)
For hygiene and safety reasons, we cannot accept returns (except where defective) for:
- Any item that shows use or food/liquid contact
- Consumables or hygiene-sensitive items once opened (e.g., filters, cartridges, sealed goods once unsealed)
- Items that have been installed, hard-wired, plumbed in, modified, or disassembled (unless defective)
- Special-order or made-to-spec items (where applicable)
6) How to request a return (RMA required)
- Email [[email protected]] with your order number and the reason for return.
- We will confirm eligibility and issue a Return Authorisation (RMA) plus return instructions.
- Pack the item securely in its original packaging (including inserts). This protects your product and helps avoid return delays.
- EcoHub will arrange collection or confirm the return method at no cost for eligible returns.
Returns sent without an approved RMA may be refused or delayed.
7) Refund processing
- Once your return is received, we inspect and process it within 5–10 business days.
- Refunds are issued to the original payment method where possible. EFT refunds may require account verification.
- Processing times can vary depending on your bank/payment provider.
Contact
Returns: [[email protected]]
Support: [[email protected]]
Phone: [+27 79 885 8806]
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.