Cancellation, Returns, Refund Policies
To start a return or cancellation, you can contact us at firstname.lastname@example.org. If your return is accepted, we’ll send you an email with instructions on how and where to send your package.
Cancellation will be implemented if you contact us before the order is shipped. As orders typically ship in 1-2 business days, we cannot guarantee that your order can be cancelled before it ships; however if we receive your request prior to dispatch, we’ll do our best to make the change or cancellation.
Once an order has shipped, you can request a return/refund within 10 days from the date of purchase. Returned boxes must be shipped back to TerraCycle in the original packaging at the cost of the customer.
We encourage you to shop carefully, as transporting returns adds to the carbon footprint of your order. If you are unsure which Zero Waste Box is right for you take our short quiz before purchasing or contact us.
To be eligible for a return, your item must be in the same condition that you received it, unused and in its original packaging. We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded via your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund.
Please note, boxes are customised at the time of order. When TerraCycle receives the return, the credit card used for purchase will be refunded, with the following box fees subtracted:
Small (26x26x48cm) box: $22.55
Medium (29x29x104cm) box: $24.20
Exchanges / Upgrades
We do not accept items for exchange. If you would like to exchange an item for a different size, or upgrade/change box type, you'll need to place a new order and return the original item.
Damages and issues
Please inspect your order upon arrival and contact us immediately via email@example.com or phone 1800 983 324 if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and correct it.
All Zero Waste Boxes are assembled by hand in our warehouses. We monitor our packing to improve our processes. If you’re missing an item or something isn’t as you ordered please complete the following steps:
- Take a photo of what you received
- Send photo/s to our customer service team
- Include order number
If you have any further questions you can contact us here.