FAQs

This website is owned and operated by Ecoray Pty Ltd. Your use of the website is conditional upon your acceptance and compliance with the terms, conditions, notices and disclaimers set out below (“Terms and Conditions”). You should read them now. Your use of the website constitutes your agreement to the Terms and Conditions.

Ecoray reserves the right to amend the Terms and Conditions at any time and without notice to you. Your continued use of the website after any amendment becomes effective constitutes an agreement by you to abide and be bound by the Terms and Conditions, as so amended.

 

Our Terms and Conditions are as follows:

Warranty (Australia Wide)

Ecoray’s warranties are product specific. The manufacturer’s warranty covers against defects on workmanship or materials used unless otherwise stipulated for certain products. The Warranty is covered by Ecoray from the date of purchase for normal operational hours use and doesn’t cover 24/7 operational usage (unless specified). This Warranty does not cover LED lights that have been abused, mishandled, improperly used, or disassembled or used with the incorrect driver or transformer; including being installed in a fully enclosed lighting fixture (air tight) or used in association with standard electronic or iron core transformers. The warranty service is limited to the replacement or repair of our LED products. Replacement products are subject to the same warranties as the original. You must retain your proof of purchase for any manufacturer’s warranty claims. The warranty claimer must return the faulty lights directly to Ecoray and is solely responsible for all postage costs associated with the warranty claim, unless otherwise specified.

 

Returns, Refunds or exchange

Refunds will be issued at our discretion. 

When it comes to returns or exchange, we operate a “fair and reasonable’ policy. All items are thoroughly inspected for defects at our premises prior to shipping. You should contact us immediately on receipt of your parcel (within 3 days) if you believe there is an error and deem it necessary to return the item. The product is to be returned to us within 14 days undamaged and in its original condition including packaging, at your expense.  All exchanges and refunds are assessed on a case-by-case basis, and may be refused at the discretion of Ecoray. Ecoray will process Warranty returns, exchange and refunds within 14 days.

If you wish to cancel your order, and the order is for a standard, “in stock” product we ask that you advise us at least 72 hours before your planned delivery date and you will receive a full refund less 10%. This is the administration fee that will be charged. If less than 48hrs notice is advised by the customer, then a 20% surcharge will be applied, to cover administration charges including handling charges.

For specialised orders, (e.g. tailor manufactured products, special order products, own customer branded products, or any non-standard product not classified as a “stocked’ item), are non-cancellable once deposit is paid. The deposit paid is non-refundable.

It is the customer’s responsibility to pay all freight charges to return the item, unless there is a defect or we have supplied you the incorrect item/s ordered. In this case we will arrange a courier. The customer is responsible for ensuring that all items are adequately and securely packed to prevent damage in transit. Although not required, it is suggested you insure returns, as we are not responsible for items lost in transit.

 

Availability of Product

Every effort will be made to satisfy your order. If for any reason beyond our reasonable control, we are unable to supply a particular item, we will notify you at the earliest convenience.

In this instance, your order will be placed on back order.

Please discuss with us if you have an availability concern or are working on a deadline, and we will do everything within our power to accommodate you.

 

Delivery Charges and Shipping

When you place an order we will estimate delivery dates for you based on the availability of your items and delivery options that you choose, these estimates are variable.

Our Delivery time for Australian destinations is between 1 and 10 working days depending on stock availability, destination, and what your requirements are. If there are any unexpected delays, we will of course advise you as soon as we are aware and keep you updated with the status of your order.

Within Australia we use TNT couriers. Your parcel can be traced through their tracking system should the necessity arise. Courier costs vary depending on the products ordered, size and the destination. If there are any unexpected delays, we will advise you as soon as we are aware and keep you updated with the status of your order.

If you are not available for collecting your item at the time of delivery, you will be liable (if charged by the courier) to pay any additional fees associated with your parcel being sent out any consecutive times.

Missing or damaged goods while in transit will be processed according to the terms and conditions of the courier company. 

 

Payment Details:

  1. Ecoray Pty Ltd requires that all purchases are to be paid in full prior or on delivery, unless otherwise specified.
  2. Payment must be cleared before goods can be dispatched (unless otherwise agreed to).

Payment methods available to our customers:

Credit Card

PayPal

Money Order

Bank Cheque

EFT (Direct Deposit)

 

Finance Options:

Contact us for terms, eligibility, and requirements.

 

Tax Invoice

An itemised Tax Invoice is included in each shipment.

 

Pictures and Product Description

Pictures are for illustrative purposes only.

Whilst every effort is made to make product descriptions as accurate as possible, errors may unintentionally occur. Various computer resolutions may cause product misrepresentations. If your purchase is of a very specific nature and you require clarification on any item specifications, please contact our office before making your purchase.

All photos on Ecoray website belong to the company and are for our sole use only and are not to be used by anybody outside of the company.

 

Privacy Policy

Ecoray understands our customers concern regarding their personal information and how it is collected and used. We want to assure you that we are committed to protecting and handling our client’s privacy securely and carefully.

For Ecoray to process your order, we need information such as your name, email or contact number, delivery address and payment details. We may share this information, and only that information which is absolutely necessary, with those third parties that are involved in the processing of your order. For example, the financial institution that is making your payment and the courier that delivers your order.

When you place an order or register your details with us, you will be asked for the following personal information; your name, email address, mailing address and any special delivery instructions and phone number.

Your personal information will not be shared, sold, rented or bartered to any third party.

 

Disclaimer

Use of the information and data contained on this website is at your sole risk. The information and data on this website is subject to change without notice. Ecoray make no representation, expressed or implied, as to the accuracy of the information and data contained on this website. Ecoray.com.au accept no liability for any use of the said information and data or reliance placed on it.