Last updated: 2 June 2026
We want you to be completely satisfied with your MT Eco Solutions order. This policy explains how returns, refunds and replacements work, along with your rights under Australian Consumer Law. If anything isn’t clear, email sales@mteco.com.au or call 0455 149 711 and we’ll talk it through.
Your rights under Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure, and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. Nothing in this policy limits those rights.
Damaged, faulty or incorrect items
If your order arrives damaged, faulty, or you’ve received the wrong product, contact us within 7 days of delivery. We’ll arrange a replacement or full refund at no cost to you, and we’ll cover return shipping.
Please email sales@mteco.com.au with:
- Your order number
- A photo of the damage or fault
- A short description of the issue
We respond within one business day and aim to resolve damaged or faulty cases within 5 business days of receiving your enquiry.
Change of mind
We accept change-of-mind returns within 14 days of delivery on the following conditions:
- The item must be unused, unopened and in its original packaging, in a condition we can resell
- You arrange and pay for return shipping back to our Peakhurst warehouse
- Hygiene products, used cleaning machinery and custom or special-order items are not eligible (see below)
We reserve the right to refuse a change-of-mind return where items are not received in resaleable condition.
Items we can’t accept back (unless faulty)
For health, safety and hygiene reasons, the following items can only be returned if they are faulty or damaged on arrival:
- Bamboo toilet rolls
- Bamboo facial tissues
- Hand paper towels
- Any opened or used hygiene or cleaning product
- Cleaning machinery that has been used or operated (scrubbers, blowers, etc.)
- Custom-made or special-order items
How to request a return
- Email sales@mteco.com.au with your order number and the reason for the return.
- We’ll reply within one business day with return instructions and confirm whether we cover the return shipping (we do for faulty, damaged or incorrect items).
- Send the item to: MT Eco Solutions, 55-59 Norman St, Peakhurst NSW 2210.
- Once we’ve received and inspected the item, we’ll process your refund or send out a replacement.
Refund timeline
Approved refunds are processed back to your original payment method within 5 business days of us receiving the returned item. Your bank or card provider may take a further 2 to 5 business days to clear the funds on their side.
Bulk, wholesale and B2B orders
For bulk, wholesale or commercial orders, please contact us directly to discuss returns. We work with our business customers on a case-by-case basis and can usually accommodate genuine ordering or specification mistakes within 30 days, provided stock is unopened and in original condition.
Cancellations
If your order hasn’t shipped yet, you can cancel for a full refund. Email sales@mteco.com.au as soon as possible after placing the order. Once an order has been dispatched, the change-of-mind process above applies.
Contact us
For any questions about returns, refunds or replacements:
Email: sales@mteco.com.au
Phone: 0455 149 711
Warehouse: 55-59 Norman St, Peakhurst NSW 2210