By placing an order through Ecluna.com you are agreeing to the terms below. We set these policies to ensure that you are fully aware of our refund and return methods and procedures. These policies are applicable to domestic USA countries.
1. RETURN POLICY
We have a 7 day return policy, which means you have 7 days after receiving your order to request a return. To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. We do not accept returns for products that have been used. You’ll also need the receipt or proof of purchase. *Items past the 7 day mark will not be accepted. *We will not resend/nor refund the item if the customer inputs the incorrect address in our system.
2. RETURN PROCESS
To start a return, you can contact us at firstname.lastname@example.org. If your return is accepted, we will provide you with instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. *Buyer is in charge of paying for the return shipping label.
3. DAMAGED, WRONG PRODUCTS OR ISSUES
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item so that we can evaluate the issue and make it right. To return your product, you should contact us through email first. Depending on where you live, the time it may take for your exchanged product to reach you may vary.
Exchanges are free, we only allow exchanges for products that are damaged, wrong product, wrong size, or defective. We only allow exchanges for products within 7 days of receiving the product. For eligible products, we offer free exchanges, simply send us an email and we'll get it sorted out for you. *(Customer pays for shipping when sending the product back to us). If you need to exchange an item please contact us at email@example.com. *Items past the 7 day mark will not be accepted. *We do not offer returns for custom products as each item is made to order.
5. RESTOCKING FEE
We do not charge a restocking fee on returns.
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too. Please allow 1-3 business days for the refund to appear in your bank statement. *We can not accept refunds until the product is delivered back to us unless the product arrived broken, damaged or we sent the wrong one.
Any order that is discounted, on sale, on a special offer or bought with a discount cannot be refunded. We still allow for exchanges and store credit on discounted, sale and special offer orders. Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
We only accept cancellation requests within 3 hours of placing your order. After 3 hour, your order is sent for processing and cannot be modified or canceled.
To cancel your order, please send us an email and we will cancel the order and issue you a full refund to which you should receive a refund email and see a statement on your bank account within 1-3 business days.
Customer Support: E-Mail: firstname.lastname@example.org
9. Delivered To The Wrong Address
Customers are responsible for inputting the correct address when placing an order. Failure to do so will result in the product getting lost in transit or destroyed/disposed of by the logistics company. We are not responsible for packages that get lost in transit due to an incorrect address placed by the customers and will not refund or issue a replacement to customers. Once the product is in transit, we can not change the address. Only customers that opted for our "VIP processing" will receive a refund if the product is lost in transit.