Refund policy

Returns and Refunds Policy

Returns & Exchanges:

 

We believe in our products and are certain you will love them. However, if you are not fully satisfied with the order you received and/or it arrived damaged, you can return it to us and receive a full refund - as long as it’s done within 14 working days from the date you received it.

To return your items/s for an exchange or a full refund, please get in touch with us via hello@ecohouseplanet.com. Be sure to include the information below:

 

Order number

Order date

Name of customer

Address of customer

Exchange or Return requested

Proof of damage in a form of a picture or video (if applicable)

 

We take all the appropriate steps to ensure that your order arrives quickly and in perfect condition. However, if your package hasn’t arrived within 10 working days or arrives damaged, please reach out to us via hello@ecohouseplanet.com and a member of the team will arrange a replacement pack to be dispatched.

 

Refunds:

 

If you believe that your item has arrived damaged or faulty, please accept our sincere apologies. We take product quality-related complaints very seriously and we will ask you to return the item to us so we can investigate the reported damage/fault in more detail. Please ensure that the product you want to return is unused, unopened, and in its original packaging.

 

Once your returned item reaches our warehouse, we will inspect it, and if we agree that the item is indeed damaged or faulty, we will refund you the full product cost, including the return postage, within 14 working days.

 

It is the customer’s responsibility to pay for the return postage. We recommend using a tracked service that provides proof of postage (such as Royal Mail Tracked 48) as you will be responsible for any item you are returning until it reaches our warehouse.

 

Please note that if you do not use a tracked service and your return is lost in transit, we have the right to withhold the refund. If the returned product arrives in a bad condition, the refund will be at the discretion of ecohouse. Therefore, please ensure that you pack the item/s you want to return with care and use a delivery service that insures you of the value of the goods.

 

Please note that we are currently not able to refund return postage costs if you are returning an item for any other reason than that it is faulty, damaged, and unusable.

 

Late or missing refunds: 

 

In an unlikely scenario, where you believe that you haven’t received a refund within the 14 working day period, please first contact your bank account. If your bank account is unable to offer a solution, please send us a message to hello@ecohouseplanet.com and we will investigate this.