Return Policy
Last updated September 30, 2026
We want you to be happy with your order. This policy explains when you can return products and how refunds work.
01Our promise
If something is wrong with your order, tell us and we will put it right with a replacement, a credit or a refund.
02What you can return
- Items that arrived damaged or defective.
- Items that are not what you ordered.
- Unopened and unused products in their original packaging, within 7 days of receiving them.
03What we cannot take back
- Worn or washed items, and items with the hygiene tag removed.
- Custom or special-order products.
- Products damaged by misuse or storage after delivery.
04How to start a return
Contact us within 7 days of receiving your order at hello@ecommerce.com or on WhatsApp. Include your order number and, for damaged items, a photo.
05Refunds
Once we receive and check the returned items, we refund the product price to the original payment method or issue store credit. Refunds can take a few business days to appear.
06Delivery costs
If the return is our mistake (damaged, defective or wrong item) we cover the return cost. Otherwise the return cost is yours.
07Wholesale orders
Wholesale (B2B) orders follow the same rules. Because of their size, please contact us before returning a large order.