Returns & Refunds
At Ecometma Ltd, customer satisfaction is important to us. If you are not fully satisfied with your purchase, we offer a simple and transparent returns and refunds process.

Return Eligibility
You may request a return within 14 days of receiving your order.
To be eligible for a return:
The item must be unused, unopened, and in its original condition
The item must be returned in its original packaging
Proof of purchase (order confirmation or receipt) is required
Items returned without prior approval may not be accepted
For hygiene and safety reasons, we cannot accept returns on opened, used, or tampered items unless the item arrived damaged or faulty.

Non-Returnable Items
The following items cannot be returned:
Opened or used products
Items damaged due to misuse
Products without original packaging
Clearance, promotional, or final sale items
Gift cards (if applicable)

Damaged or Incorrect Orders
If your order arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery.
To help us resolve the issue quickly, please provide:
Your order number
A clear photo of the item received
A photo of the packaging
Brief description of the issue
Once reviewed, we will offer a replacement, store credit, or full refund where applicable.

Return Process
To initiate a return, please contact our support team first for return approval and instructions.
Once approved:
Securely repack the item
Send it to the return address provided by our team
Share the tracking number once dispatched
Customers are responsible for return shipping costs unless the item is faulty, damaged, or incorrect.
We recommend using a tracked delivery service, as we cannot be responsible for lost return parcels.

Refunds
Once your returned item is received and inspected, we will notify you of the refund status.
If approved:
Refunds are processed to the original payment method
Please allow 5–10 working days for the refund to appear in your account
Shipping charges are non-refundable unless the return is due to our error
If your refund is delayed, please contact your payment provider first, then reach out to our support team.

Order Cancellations
Orders may only be cancelled before dispatch.
Once an order has been processed or shipped, it can no longer be cancelled and must go through the standard return process.