Terms & Conditions

Terms of Use

Customers should note that while shopping online with Eco Vessel Australia & New Zealand (which is managed by Raw Blend Pty Ltd the exclusive Australian & New Zealand distributors) they are subject to governing Terms & Conditions below, which should be reviewed before any orders are placed. These Terms & Conditions exist without exception, and customers should recognise them as part of their agreement to use the Eco Vessel Australia & New Zealand website. We reserve the right to make adjustments to the given Terms & Conditions without notice, and as such, ask that customers review them each time they use this website.

 

Product Images, Descriptions & Information

Raw Blend Pty Ltd has done its best to ensure images of our product range are accurate depictions of the actual product, however we do not guarantee it. The descriptions and information supplied is true to the real product at time of website publication, and Raw Blend Pty Ltd reserves the right to make corrections to errors and omissions. All prices are quoted in Australian Dollars, including relevant GST. Please note that prices and bonus offers are available only while stock lasts. Customers should assume accessories are not included unless otherwise stated.

 

Payment Details

When you place an order online you will receive an immediate confirmation email with your order details. If, for any reason, we don't have the product you ordered in stock, we will contact you immediately to offer a refund or to let you know how long till stock arrives and create a back order. When you receive your order, if there are any problems/faults with a product/order (including missing items) the Customer Service Department must be notified within 24 hours of receiving the goods.

We accept payment by:

PayPal
Credit Card (VISA, MasterCard, American Express, AMEX online orders only)
EFT Bank Transfer or Direct Deposit (Account Name: Raw Blend Pty Ltd. Bank: St George. BSB: 114 879. Account number: 420 193 363). Please quote your name as reference with payment. Please email customer service to notify us of payment and order details (eg. type and colour of bottle). For Electronic Funds Transfer, orders will be processed once the funds arrive into our account.

 

Refunds/Return Policy

Raw Blend Pty Ltd will not accept returns or offer refunds on any used products on the Eco Vessel website. Raw Blend Pty Ltd will not be held responsible where a customer has made an incorrect choice regarding a product.

Raw Blend Pty Ltd will gladly replace any goods that are delivered to their destination in a faulty or damaged condition. Customers must lodge a notification of their intention to return a good to the Customer Service Department within 24 hours of the product’s delivery. The Customer Service Department can be contacted by telephone on 07 3376 7630 or via e-mail at info@ecovessel.com.au, and will provide instructions as to how to return the product to Raw Blend Pty Ltd. When contacting Customer Service, please provide the following information:

Order Number
Name
Delivery Address
Phone Number
Reason for Return
Photo attachment for email (if product is damaged)

Raw Blend Pty Ltd will exchange/refund any unused undamaged products within 30 days of the purchase transaction if the product is returned in its original packaging and is submitted with proof of purchase (tax invoice and/or packaging slip). A restocking/admin fee for returned products will be incurred (no fee will be incurred if the return is for warranty/repair reasons). Raw Blend Pty Ltd does not reimburse delivery and handling charges where a customer has made an incorrect choice regarding a product, and customers returning products do so at their own cost and risk. We also ask that you include a note explaining the reason for the product return, together with a daytime contact telephone number so that our Customer Service Department can contact you. Our friendly staff will be in contact to organise a refund where we are unable to replace or exchange returned goods. Refunds can be reimbursed to your credit card or by cheque.

 

Shipping Details

We ship to Australia & New Zealand only:

For Australian customers there is a $12.50 flat rate per order or FREE shipping on orders over $120.
For New Zealand customers there is a $15 flat rate per order or FREE shipping on orders over $120.

For Australian orders we ship with Fastway Couriers and eParcel (Australia Post):

We utilise Fastway Couriers for delivery to home and workplace addresses (not PO Boxes). If you are not at the designated delivery location when the Fastway driver arrives, they will leave a card in your mailbox. You will need to call Fastway to arrange a re delivery time.
We utilise eParcel for delivery to PO Boxes and rural areas. For all orders customers will receive a tracking number via email once the order has been shipped.
We offer Express Post services if required for that special occasion. Please contact customer service for a quote.

New Zealand orders will be shipped by eParcel (Express Courier International).

Order Pickup: Items may be picked up and paid for at our office/warehouse: Raw Blend, Unit 10, 176 Bluestone Circuit, Seventeen Mile Rocks 4073 Brisbane Australia. We have a showroom with all Eco Veesel products on display.

 

Delivery Times

When your order has been processed and payment received, your order will be dispatched as soon as we possibly can. This will normally be the same day or next business day (please note: we are not open weekends).

Please see below for estimated delivery times:

NSW and QLD Metropolitan customers: Allow 1-3 business days delivery from time of dispatch
VIC, SA and ACT Metropolitan customers: Allow 1-5 business days delivery from time of dispatch
WA and NT Metropolitan customers: Allow 5-10 business days delivery from time of dispatch
TAS Metropolitan customers: Allow 3-7 business days delivery from time of dispatch
Rural customers: Delivery times may exceed the above guidelines

New Zealand: 2-3 business days (unless help up in customs, usually only orders over $400)

Please note: delivery times above are a guide only.

 

Warranty

Your satisfaction is our priority and we are dedicated to our products, and to you. Eco Vessel products and accessories are crafted with the utmost care to ensure that they meet your needs and live up to your standards, but we understand that sometimes things don't go as planned. That's why all of our products are covered by a limited lifetime warranty.

Eco Vessel warranties its bottles and containers against manufacturing defects for their lifetime. Straps, handles, strainers, infusers, tops and silicone bases are warrantied for one year from time of purchase. Spouts and inner straws are warrantied for 90 days.

Exclusions: scratches, dents, peeling or chipping paint, damage caused by falls, drops or putting in a dishwasher, freezer or caused by ordinary wear and tear.

For warranty issues, please contact customer service at info@ecovessel.com.au or 07 3376 7630. Please be sure to include a written description of the issue and an image if possible, your contact info and address to send the replacement to, and order number or proof purchase. In lieu of having you send the product back to us there may be a shipping charge incurred to cover the cost of shipping your replacement.

If the problem was caused by a manufacturer's defect, we will promptly send you a replacement. If your exact product is no longer available, we will replace it with the closest replacement possible.

 

Privacy Policy

We won't sell or disclose your details to anyone. Everything we do, we do openly, honestly and with upmost integrity.

Our web page does not record any information about you other than what is volunteered by you, and your IP address for order security. If you choose to supply us with your email address it will be stored for purposes of supplying you with requested information, improving our content, notifying you of updates to the web page and relevant information. We do not sell or rent any of your details to anyone and you may choose to be removed from our mailing list at any time by following instructions at the bottom of all automated correspondence or by notifying us.

If you supply us with your postal address online you will only receive the information for which you provided us your address. If you supply us with your telephone number(s) online will only receive telephone contact from us with information regarding orders placed online or information requested. We do not partner with any ad server companies trying to sell you anything. From time to time, we may use customer information for new, unanticipated Eco Vessel uses not previously disclosed in our privacy notice. If our information practices change at some time in the future we will post the policy changes to our website to notify you of these changes and provide you with the ability to opt out of these new uses. If you are concerned about how your information is used, you should check back at our website periodically.