Scope of the Refund Policy
This Policy applies to all products purchased through EcomCarto, including physical goods, digital products, and services offered on our platform. Exceptions may apply for certain categories as detailed in this Policy.
2. Eligibility for Refunds
To be eligible for a refund, the following conditions must be met:
- The product must be unused, in its original packaging, and in the condition you received it.
- Proof of purchase (order ID or invoice) must be provided.
- Refund requests must be made within the stipulated time frame as defined for each category of product.
Products that have been damaged due to misuse, negligence, or accidental harm may not qualify for a refund.
3. Non-Refundable Items
Certain products or services may not be eligible for refunds. These include:
- Personalized or custom-made products.
- Hygiene-sensitive items such as cosmetics, personal care products, and undergarments.
- Digital downloads, subscriptions, or services once delivered or activated.
- Products sold at clearance, final sale, or promotional discounts as specified at the time of purchase.
Please verify product eligibility before initiating a refund request.
4. Refund Request Process
- Initiating a Request: Refund requests must be submitted through your EcomCarto account or by contacting our customer support at support@ecomcarto.com.
- Required Information: Provide your order ID, product details, reason for refund, and photographic evidence (if applicable).
- Verification: EcomCarto will review your request and notify you of approval or rejection within 3–7 business days.
5. Return Shipping Policy
- Return Shipping Responsibility: Customers are responsible for the shipping costs associated with returning products unless the return is due to a defect or error by EcomCarto.
- Shipping Method: Returns must be sent via a trackable shipping method to ensure safe delivery. EcomCarto is not responsible for items lost during return transit.
- Address: Returns should be sent to the return address provided by our customer support team.
6. Damaged or Defective Products
- If you receive a damaged or defective product, please notify EcomCarto within 48 hours of delivery.
- Include photographic evidence of the damage or defect.
- Upon verification, we will either:
- Replace the product at no additional cost, or
- Issue a full refund, including applicable shipping charges.
7. Partial Refunds
Partial refunds may be granted in cases where:
- Products are returned in a condition that is not suitable for resale but still usable.
- Only part of the order is returned.
- Promotional discounts, shipping fees, or service charges are non-refundable as indicated at purchase.
The amount of the partial refund will be communicated before processing.
8. Refund Timelines
- Approval: Once a refund request is approved, the refund process begins immediately.
- Processing Time: Refunds are typically processed within 7–14 business days.
- Payment Method: Refunds are issued to the original payment method used at the time of purchase.
- Bank Processing: Depending on your bank or payment provider, it may take additional time for the refund to reflect in your account.
9. Exchanges
- Eligibility: Exchanges are allowed for defective or incorrect products and must follow the same request process as refunds.
- Availability: Exchanges are subject to stock availability. If the desired product is not available, a refund may be issued instead.
- Shipping Costs: EcomCarto will cover shipping costs for exchanges in cases of defective or incorrect products.
10. Cancellation Policy
- Orders may be canceled prior to shipment.
- Cancellation requests must be submitted via your account or customer support.
- Refunds for canceled orders are processed to the original payment method.
- Orders that have already been shipped cannot be canceled; they must be returned in accordance with this Refund Policy.