Return & Refund Policy
Want to make a return? For the fastest service, please contact us at 📧 info@edenrue.com.
Return & Refund Policy
This Return & Refund Policy applies to all purchases made through the Edenrue website. We value customer satisfaction and strive to offer a transparent and fair return and refund process.
Contact Information
If you have any questions regarding returns or refunds, feel free to reach out to our customer service team:
Mail: info@edenrue.com
Telephone: +31 6 85443598
Customer Service Hours: Monday to Friday, 9 AM – 5 PM (GMT+10)
Return Window
Customers in Australia have the right to cancel their purchase and return the product within 30 days of receiving it. To be eligible, the product must be unused, in its original condition, and in the original packaging.
How to Return an Item
To initiate a return, email info@edenrue.com with your order number and a brief explanation for the return. Once your request is reviewed and approved, we will provide detailed return instructions. If applicable, we will send a prepaid return label.
Products must be returned securely and in original packaging. All tags and labels must remain attached and undamaged. Please include the completed return form and any supporting documents (e.g. photos for defective items). If provided, print and affix the return label clearly on the package.
Return Shipping Costs
- For defective or damaged items, Edenrue covers all return shipping costs — no financial burden to you for issues outside your control.
- For returns based on personal reasons (e.g. wrong item ordered, doesn’t fit, changed mind), customers are responsible for return shipping.
- No restocking fees are charged.
Special Conditions for Returns & Refunds
- Change of Mind: Returns accepted within 30 days if item is unused, undamaged, and in original packaging. Full refund is also possible when the products are being returned.
- Defective Items: Contact us immediately with photos of the defect. Once approved, we will first send a free replacement. If the replacement is also defective or you prefer not to receive a replacement, a full refund will be issued
- Damaged on Arrival: Submit photos of the damage within 48 hours of delivery.
- Wrong Item Received: We cover the return costs and send the correct item.
- Missing Delivery: Contact us. We will initiate an investigation with the shipping carrier. If the item is confirmed lost, we’ll offer a refund or replacement.
- Cancellation Before Shipping: You can cancel your order at no cost before it is shipped. If already shipped, standard return procedures apply.
Return Address
All returns must be sent to our central return facility. You will receive the exact address from customer service.
Please use transporter with tracking to ensure safe and traceable delivery.
Return address:
23 Shepherd St, Marrickville NSW 2204
Australia
Refund Processing Time
Returns must be initiated and shipped within 30 days of receiving the product.
After the returned item is received and inspected:
- Refunds will be issued within 10 business days, provided the product meets the return conditions.
- For defective or incorrect items, refunds are processed after successful inspection.
- Refunds will only be issued to the original payment method.
Non-Returnable Items
Some items are excluded from returns, including:
- Custom or personalized items
- Hygiene products like socks or underwear (if opened or used)
Legal Rights
This policy does not limit your statutory consumer rights under Australia law.
For further questions or concerns, please contact our customer service team.
Important Reminder
When returning items, ensure they are properly packaged and shipped using a traceable method. Once the return is received at our warehouse, it will be inspected to verify that it meets return conditions. If approved, a refund will be processed. Please note that the refund may take additional time depending on your bank's processing time.
Returning products can sometimes be a complex and costly process. We recommend reviewing this return policy and any related costs carefully before placing your order.