Order and product review policy

Who can review

Customers may review a completed, paid order. The form asks about the overall order, shipping, customer service if contacted, and each distinct product not already reviewed. Every product section is required before the order review can be submitted. We check purchase evidence before showing a “Verified purchase” label. Older or manually entered reviews without recoverable evidence may appear without that label.

Overall order, shipping and service feedback is kept privately for our team. Each product review is checked separately and may appear on its product page after approval. The overall ratings do not affect product ratings.

How we moderate

We welcome honest positive and negative feedback. Reviews are checked for authenticity, spam, duplicate or unrelated content, private information, abusive or unlawful content, unsupported product-use or medical claims, and unverifiable purchases. A low star rating is never a reason to reject a review. Our staff do not silently rewrite customer text.

Edits and withdrawal

Customers can submit an amendment or withdraw a review from their account. Amendments are checked before publication. While an amendment is pending, the last approved version stays visible unless an objective removal reason applies. A withdrawn review is removed from public display.

Review rewards

When the review reward offer is active, the first newly approved eligible product review contributes progress but earns no points by itself. Approval of a second eligible review of a different product releases one 100-point bonus for the pair. Each later eligible product review earns 20 points. One point is worth AUD $0.05 in ECL Rewards. Existing reviews submitted before the offer began do not earn retrospective points.

Rewards are the same for every star rating and do not depend on praise, a change of opinion or a later purchase. A verified account with the purchasing email is needed to receive points. Ordinary returns and refunds do not reverse an honestly earned review bonus.

Questions or concerns

If you think a review was rejected in error, contains private information or misrepresents a purchase, contact our team. We document moderation decisions and review reports consistently across ratings.