Refund policy
Return & Refund Policy
We offer a 14‑day return window, which means you have 14 days after receiving your item to request a return.
Eligibility Conditions
To be eligible, your item must be in the same condition as when you received it:
unused, unworn, with tags, and in its original packaging. A receipt or proof of purchase is required.
To start a return, contact us at ecoesse.shop@gmail.com.
Returns must be sent to the following address: [your return address].
Items sent back without first requesting a return will not be accepted.
Damaged or Defective Products
Please inspect your order upon arrival. If the item is defective, damaged, or incorrect, contact us within 5 days of receiving it at ecoesse.shop@gmail.com.
We will evaluate the issue and resolve it.
For damaged or defective product claims, please include:
• Clear photos of the damage or defect
• Your order number
• A description of the issue
Return Shipping (Prepaid Label With Deduction)
For your convenience, we provide a prepaid return label with tracking.
The cost of this label will be deducted from your refund once the return is received and inspected.
This ensures:
• You don’t need to arrange your own shipping
• You receive a trackable label with a barcode
• You only pay return shipping if the return is approved
Exception: If the return is due to our error (wrong item, damaged item, defective product), the return label is free and no deduction will be applied.
Non‑Returnable Items
We cannot accept returns on:
• Perishable goods
• Custom or personalized items
• Personal care items (for hygiene reasons)
• Hazardous materials or flammable liquids
• Gift cards
• Sale items
If you’re unsure whether your item is eligible, contact us.
Exchanges
The fastest way to exchange an item is to return the original product.
Once the return is accepted, you can place a new order.
14‑Day Withdrawal Period (EU Customers)
If your order is shipped to the European Union, you have the right to cancel or return your order within 14 days for any reason.
Items must be unused, in their original packaging, and include proof of purchase.
Refunds
Once we receive and inspect your return, we will notify you of approval or rejection.
If approved, your refund will be issued to your original payment method, minus the cost of the prepaid return label (unless the return was due to our error).
Refund timelines:
• Ecoesse products: up to 10 business days
• Products from partner suppliers: up to 15 business days (time needed for us to receive the supplier’s refund)
Refunds typically take 10–15 business days to appear on your statement.
If more than 15 business days have passed since approval, contact us at ecoesse.shop@gmail.com.
Important Note About Partner Supplier Products
Some products in our shop are provided by trusted partner suppliers.
For these items, we coordinate the return process with the supplier on your behalf.
The same return conditions apply, but refund timelines may be slightly longer.