Refund and Returns Policy

Overview

1. Overview

At ECOLOU STORE, we are committed to ensuring your satisfaction with our eco-friendly products. If you are not entirely satisfied with your purchase, we’re here to help.

2. Returns

Eligibility:

  • You have 14 days from the date of delivery to initiate a return.

  • To be eligible for a return, the item must be unused, in its original packaging, and in the same condition that you received it.Sendcloud

Non-Returnable Items:

Certain items are exempt from being returned, including:

  • Perishable goods (e.g., food, flowers)

  • Personal care items (e.g., sanitary goods, beauty products)

  • Customized or personalized products

  • Gift cards

  • Personalised one off made to order products.

Return Process:

  1. Contact our customer support at [email protected] to initiate a return.

  2. Provide your order number and reason for the return.

  3. Provide a photo of how product arrived if this is part of issue.  (Date stamped)

  4. Once approved, we will send you a address to send it to.  It is not published online as it is a private residence.

Return Shipping:

Customers are responsible for paying the shipping costs for returning items. Shipping costs are non-refundable.

3. Refunds

Processing:

Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund.

  • If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 7 business days.

Partial Refunds:

Partial refunds may be granted for:

  • Items not in their original condition, damaged, or missing parts not due to our error.

  • Photo must be provided and date stamped also date it turned up on courier and date you opened it.

  • Items returned after the 14-day return window.

4. Exchanges

We only replace items if they are defective or damaged. If you need to exchange an item for the same product, contact us at [email protected]

We require photos of anything a courier has delivered defective or damaged, we take no responsibility for couriers and the way they operate, we take our time to pack items appropriately in very well packed boxes and bags with alot of padding we take precautions.

5. Damaged or Defective Items

If you receive a damaged or defective item, please contact us immediately with your order number and a description of the issue. We will arrange for a replacement or refund as appropriate.

We require photos of anything that arrives defective or damaged.  Date stamped please send to [email protected]