Shipping and Returns

Shipping & Returns Information

Eco Sustainable House prides itself on our exceptional Customer Service and our Customer’s Experience. Please read the below details about our Payment, Packaging, Delivery and Returns processes.


Eco Sustainable House processes your orders as quickly as possible. Orders are printed daily and then take between 2 - 5 working days to process. Payments are only processed on the successful receipt of your payment for order. Eco Sustainable House endeavors to keep all items in stock at our warehouse’s, however due to the large number of brands and products that we do carry, there may be occasional out of stock situations.

If any products ordered are not available at the time of the order, the unavailable item may be back ordered, or for extended unavailability a Customer Service Representative will contact you and offer the following options:

  • Substitution of product for alternate selection.

  • Hold back order until item chosen is available.

  • Refund your payment for the unavailable item.

If part of your order is required to be placed on back order due to long term unavailability, Eco Sustainable House will ship the available portion of the order as per the original request, unless it is a part of a special product package. Products that are placed on back order will be shipped to the customer with no additional freight charge, only the original freight charges that were specified at the time of the order. An Eco Sustainable House customer representative will do their best in contacting you to notify you if a portion of your order is the available and/or unavailable and will advise an ETA where possible.

If you wish to nominate your own freight, please enter the postcode as 4220 choose Pickup from Burleigh Heads when placing your order, and then contact our team with the details.

The staff at Eco Sustainable House work hard to ensure prompt delivery of your order to the street address stipulated in your order. We will deliver to most addresses within Australia, but don't deliver to International locations. All deliveries are made between 8:30am to 4.30pm Monday to Friday by a Eco Sustainable House chosen Carrier and may require someone present to accept delivery of your order. Should you wish for deliveries to be left without signature (i.e. front door etc), this should be noted on your order comments and we shall be pleased to oblige where possible. Eco Sustainable House shall assume no responsibility for any damage, lost or missing deliveries in this situation.

Please allow the times below for delivery from the date of dispatch confirmation:

  • 3-7 working days for delivery to a capital city in any State;

  • 7-10 working days for delivery to most large regional towns; and

  • 10-14 working days for delivery to other remote locations.

Please note: these delivery times are ESTIMATES only, and actual delivery times may vary and will be impacted depending on product type, product size, product quantity, stock on hand levels and chosen Carrier. We encourage customers to understand that each order is different based on these circumstances mentioned.

Delivery delays may be incurred due to public holidays, varied scheduled Carrier dispatch times or industrial action experienced by Carriers. While Eco Sustainable House will always endeavor to ensure that you receive your order as quickly as possible, these delays may be beyond our control. Eco Sustainable house will not be hold responsible for loss during this time, however we will do everything we can to ensure delivery as soon as possible and transition throughout this time.

All estimated shipping and handling costs for your order made with Eco Sustainable House are to be paid upfront and in full at time of order. In the event that the shipping and handling costs increase due to the Carrier’s services and shipping route an invoice will be issued to you for payment.

To ensure your parcel is delivered we require a signature and as such we cannot deliver to post boxes. Our apologies for any inconvenience. 

Please read our terms and conditions for more information about using our site.

Damaged, Incorrect and Faulty Items

At Eco Sustainable House we do our best to package your product(s) so they will arrive to you in excellent condition. Unfortunately, once the package leaves our warehouse, it goes through many hands and products may shift causing unintentional damage. Should you receive a product that has been damaged in transit, faulty or incorrect from product ordered (different to what is stated on your order receipt or invoice), please contact us immediately (within 24 hours in writing) for further instructions. Please do not discard the damaged, faulty or incorrect product(s) and retain the original packaging, as Eco Sustainable House and the respective carriers will require inspection.


Eco Sustainable House does not offer refunds in the event you change your mind or make a wrong decision. If you feel the product may be a wrong choice, please call one our customer service representatives before you place an order so that we can discuss the product with you and make sure it is suited to your needs. As a product supplier, it is the client's responsibility to ensure they have ordered the correct items for their requirements.

Un-opened, un-damaged and in original condition items may be returned or exchanged under circumstances dictated by that brand's policies – please see individual product information directly below. When we receive your package we will credit the card, bank account or paypal account you paid us with for the full purchase price of your product less any fees that may apply.



Refunds and Exchanges of Atlantis items will not be made in the event that you change your mind or make a wrong decision, so please choose carefully and be sure to read the appropriate TDS. Returns or Exchanges of Atlantis products can be made only if all of the following requirements are met; please note that a 30% restocking fee of the total invoice and shipping costs will apply regardless of return or exchange.

  • Eco Sustainable House is contacted within 15 days of the original delivery date

  • Evidence of BOTH delivery date and purchase date can be provided

  • The product/s is un-opened, Un-damaged and in original condition

All Atlantis products come with a manufacturers warranty that varies for each product ONLY if they are used for there intended purpose as highlighted by Atlantis, however if the product/s you ordered become faulty before the warranty period expires please contact us immediately (within 24 hours in writing) for further instructions. If the product/s you ordered are damaged when you receive them (photographic evidence will be required) please contact us immediately (within 24 hours in writing) for further instructions. The product/s will need to be palletized and wrapped for pick up, as per condition delivered in.


Returns or exchanges of VELUX items can be made only if all of the following requirements are met; please note that a $40.00 restocking fee will apply regardless of return or exchange.

  • VELUX accepts returns where goods are returned within 30 days from the invoice date and unopened and in their original condition.

  • A restocking fee of $40 per order will apply for approved returns.

  • Where goods being returned are opened, or not in their original condition (i.e. written on, torn, water damaged, retaped etc).  It will require VELUX to send the goods back to the dealer. Therefore, a fee of $80 (incl. GST) will be applicable to cover the administrative and freight costs of returning the goods back to the customer.

Please contact us before time expires above for further instructions. Eco Sustainable House will arrange the return of the order to VELUX Head Office. 

Concrete Nation

  • Please note that orders will be dispatched to as soon as they are ready.  We will not check in to see if you are ready, you will just receive an email with tracking information once it has shipped. We cannot hold orders for delayed projects as our space is limited.
  • Please note any customer-arranged transport is not insured by Concrete Nation. All large products are now photographed prior to packaging so customers can see how the product looked when it left our premises should any issues arise.
  • Please ensure your customers inspect all shipments with 48hrs of receipt.  Any damages not reported within 48hrs will not be covered by insurance.  Only shipments arranged by Concrete Nation will be covered by insurance. Note that Concrete Nation’s sole responsibility is to replace the damaged product. CN is not responsible for any other costs or loss related to shipments.
  • Concrete Nation has spent years perfecting packaging to ensure products arrive safely. Standard above bench basins are packaged using a high tech spray foam which moulds around the basin and provides complete protection. Larger, heavier products are wrapped in a protective layer of packaging and placed in a palletised crate to ensure easy handling for transport.
  • Concrete Nation uses a third party to transport and therefore can only deliver to the ground floor on a level surface. Please note that the delivery address must have a clear passageway for drop-offs. Our transporter has the right to refuse delivery if access to site does not easily accommodate delivery trucks. Collection would then need to be arranged with the nearest depot.

Instruction for Returning Products

  1. Contact us on 07 5609 6680 or info@ecosustainablehouse.com.au to let us know that you wish to return the item/s purchased. Please let us know why so we can rectify any problems in the future.

  2. Indicate whether you would like an exchange or refund and if the product/s are faulty or damaged

  3. You will be instructed to send the item back to the address specified by the customer service representative.

  4. Place items you are returning in original packaging or if not possible in a form of sturdy packaging i.e. if delivered on pallet and wrapped this will be required for return. Make sure all items are packed tightly and securely. Eco Sustainable House is not responsible for any breakage or damage during shipment of returned items and if items are received back by us damaged then fees may be applied.

  5. Make a copy of the documentation that was enclosed with your original order, highlight the items you are returning, and place the copy in the box with the products.

  6. Take the package to your preferred shipping location to have it delivered to us or if pick up has been organized direct from you then please make sure you are available at time of collection.

All goods returned to Eco Sustainable House will be inspected upon their return and in the case of faulty products, a replacement product will be sent at the expense of Eco Sustainable House or a refund issued. In the case of non-faulty goods returned to Eco Sustainable House, we reserve the right to deduct the standard restocking fee from any refund issued, or to return the goods to the customer at the customer’s expense.


The Team at Eco Sustainable House want you to be happy with your purchases and the service we provide!