Returns & Exchanges Policy

At Eco Aus Liners, we take immense pride in the engineering, durability, and handcrafted quality of our hanging baskets, custom liners, and orchid hangers. Every item is made in-house using premium Australian materials designed to serve as a high-performance foundation for your vertical gardens.

If your order doesn’t perfectly fit your spatial layout or meet your expectations, we are here to help you resolve it quickly.

1. 30-Day Change of Mind Returns

We want you to feel confident designing your living space. If you change your mind about a standard retail item, you can return it within 30 days of delivery for a refund or store credit, provided that:

  • The item is completely unused, unaltered, and in its original condition.
  • The signature “Moss-Mesh Texture” material and wire structures show no signs of soil, plant placement, or outdoor wear.
  • You provide the original proof of purchase or order number.

Note: Return shipping costs for change-of-mind returns are the responsibility of the customer.

2. Custom Designs & Consultations

Because custom-engineered wire structures and bespoke basket liners are handcrafted to meet your highly specific gardening dimensions, we cannot accept returns or exchanges on custom-consultation items unless there is a structural defect.

We highly recommend verifying your spatial measurements closely during our pre-production consultation phase.

3. Damaged or Defective Items

Our products are built to last. However, if an item arrives damaged during transit or exhibits a rare manufacturing flaw:

  1. Contact us immediately: Email us at support@ecoausliners.com.au within 7 days of receiving your package.
  2. Provide visual proof: Include your order number and clear photos of the issue (e.g., transit damage to the wire frames or material separation).
  1. Our Resolution: We will arrange a priority replacement or a full refund, including all original and return shipping costs, for verified defects.

4. How to Initiate a Return

  • Step 1: Review the criteria above to ensure your item qualifies.
  • Step 2: Contact our team via our website or call us at (07) 5482 4302 to request a Return Authorization.
  • Step 3: Pack the items securely to prevent bending or damage to the wire frames during transit, and mail them to our workshop:
    Eco Aus Liners > 29 Station Rd,
    Gympie, QLD 4570,
    Australia

5. Refunds Processing

Once your return is received and inspected at our Gympie workshop, we will notify you via email regarding the approval or rejection of your refund. Approved refunds will be processed automatically back to your original payment method within 5–7 business days.

Questions About Your Setup?

If you are unsure which basket diameter or liner thickness you need before ordering, please schedule a time via our Appointment Link on our profile or contact us directly—we are always happy to help you select the right foundation for your vertical garden layouts!