Returns, Refunds & Warranty Policy

This policy explains how EcoVenza manages returns, refunds and warranty claims. It also outlines your rights under the Australian Consumer Law and how to contact us if you need assistance with your order.

Orders

EcoVenza supplies premium 2.2L CO₂ cylinders, replacement consumables and accessories throughout Australia.

All orders are delivered with Authority To Leave (ATL). If no one is available to receive your delivery, the courier will leave the parcel in a safe location where possible.

As CO₂ cylinders are classified as Dangerous Goods (UN1013, Class 2.2 - Non-Flammable, Non-Toxic Gas), deliveries are completed using authorised Dangerous Goods couriers in accordance with transport regulations.

Returns

Due to the nature of the products we supply, EcoVenza does not accept returns for change of mind.

Returns will only be considered where:

  • The product is faulty or defective.

  • The incorrect item has been supplied.

  • The return is required under the Australian Consumer Law.

Before returning any product, you must contact EcoVenza to obtain a Return Authorisation. Products returned without prior approval may not be accepted.

Where requested, products should be returned in their original packaging together with proof of purchase.

Refunds

Refunds are assessed after returned products have been received and inspected.

Where a refund is approved, it will be processed using the original payment method where possible. Processing times may vary depending on your financial institution or payment provider.

If more than 15 business days have passed since your refund was approved, please contact us at help@ecovenza.com.

Warranty

EcoVenza CO₂ cylinders are covered by a 12-month warranty against manufacturing defects.

All cylinders are factory inspected before dispatch. Where a valid warranty claim is accepted, EcoVenza will replace the faulty cylinder or supply an equivalent product at its discretion.

Warranty Conditions

To make a warranty claim:

  • The product must have been purchased from EcoVenza.

  • You must contact EcoVenza before returning any product.

  • A Return Authorisation must be obtained before returning the product.

  • Proof of purchase must be provided.

  • Warranty claims should be lodged as soon as reasonably possible after a fault is identified.

Warranty Exclusions

This warranty does not cover products that have been affected by:

  • Misuse or neglect

  • Incorrect installation

  • Unauthorised repairs or modifications

  • Tampering

  • Accidental damage

  • Use outside the product's intended purpose

  • Normal wear and tear

EcoVenza is not responsible for technician costs, indirect or consequential losses, or transport costs unless authorised by EcoVenza.

Damaged, Faulty Or Incorrect Products

Please inspect your order as soon as it is delivered.

If you receive a product that is damaged, faulty or incorrect, contact us as soon as possible so we can assess the issue and determine the appropriate resolution.

To help us process your request quickly, please provide:

  • Your order number

  • A description of the issue

  • Photographs of the product and packaging, where applicable

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 compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality, and the failure does not amount to a major failure.

These rights apply in addition to the warranty provided by EcoVenza.

ReCylinder™ Program

The collection and recycling of eligible CO₂ cylinders through the ReCylinder™ program is governed by separate ReCylinder™ Program Terms & Conditions.

If you are booking a recycling collection or using recycling credits, please refer to that policy for program eligibility, collection requirements and participation conditions.

Contact Us

If you have any questions about this policy or need to lodge a return or warranty claim, please contact our customer support team before returning any products.

Email: help@ecovenza.com

Phone: 1300 222 552 (Australia)

Postal Address:

EcoVenza
PO Box 414
Ingleburn NSW 1890