Refund policy

Eclommerce 

Last updated: 04.02.2026

Thank you for choosing Eclommerce. We appreciate your trust in our store. Please review our Refund & Return Policy to understand how we handle returns, cancellations, and refunds.

1. Returns

14-Day Right of Withdrawal (EU Customers)

If you are located in the European Union, you have the legal right to withdraw from your purchase within 14 days from the date you receive your order, without providing a reason, in accordance with EU Directive 2011/83/EU. The withdrawal period expires 14 days after the day you (or a third party designated by you) receive the goods.

How the withdrawal works

1. Notify us within 14 days of receiving your item that you wish to withdraw from the purchase by contacting us at: 📧 support@eclommerce.com
2. After notifying us, you must return the item within 14 days.
3. In accordance with EU law, we may withhold the refund until: we receive the returned goods, or you provide valid proof of return (such as a tracking number), whichever occurs first.

Refund amount 

If the withdrawal is valid, we will refund: the full product price, and the cost of standard outbound shipping, where applicable.

Any additional shipping costs resulting from the choice of a non-standard or express delivery method are non-refundable, as permitted by EU law.

Return Shipping Costs

Withdrawal without cause: return shipping costs are supported by the customer.

Defective, damaged, incorrect, or not-as-described goods: return shipping costs will be covered by us, in accordance with applicable EU consumer protection law.

Condition of Returned Items & Depreciation

Customers may inspect products as they would in a physical retail store in order to determine their nature, characteristics, and functioning.

If a returned item shows handling beyond what is necessary for inspection, resulting in diminished value, we reserve the right, as permitted by EU law, to reduce the refund amount proportionally.

A refund may be refused only if the item is returned in a condition that makes resale impossible.

Important Notice

The 14-day right of withdrawal does not allow the item to be kept.
A refund requires that the item is returned, unless we explicitly inform you otherwise. Returned items must be sent back within the applicable return period. Returns sent outside the permitted timeframe may not be eligible for a refund.

To initiate a return, please contact us at:
📧 support@eclommerce.com

Once your return request is approved, we will provide detailed return instructions, including the correct return address.

⚠️ Do not send items back without prior authorization, as unauthorized returns cannot be processed.

2. Damaged, Defective, or Incorrect Items

Please inspect your order upon delivery. If you receive an item that is damaged, defective, incorrect, not as described, or missing parts, please contact us as soon as reasonably possible and no later than 14 days from the date of delivery, so we can assess the issue and provide an appropriate solution.

📧 support@eclommerce.com

To help us verify the issue, we may request clear photo or video evidence showing the damage, defect, or discrepancy.

Resolution

If your claim is approved, and in accordance with applicable EU consumer protection law, we will offer one of the following remedies at no cost to you, depending on the circumstances: a replacement, a full refund, or a partial refund, where appropriate. Examples of situations where a partial refund may apply include, but are not limited to: missing accessories, damaged packaging beyond reasonable inspection, signs of use beyond what is necessary to assess the product, or incomplete returns.

In cases of defective, damaged, incorrect, or non-conforming goods, return shipping costs will be covered by us, and in certain situations a return may not be required, at our discretion.

3. Return Eligibility

Returns are accepted where applicable and in accordance with EU consumer protection law, subject to the conditions outlined below.

Eligibility Conditions

To be eligible for a return:

Items must be returned in the same condition as received, allowing for handling necessary to inspect the product as permitted under EU law.

Where reasonably possible, items should include original packaging, accessories, and all included components.

Items must not be returned without prior authorization. Please contact us before sending any item back.

Return Shipping Costs

For withdrawals without cause, return shipping costs are borne by the customer
For defective, damaged, incorrect, or non-conforming items, return shipping costs will be covered by us, in accordance with EU law.

Non-Returnable Items (Legal Exceptions)

For hygiene, safety, or legal reasons, the right of withdrawal does not apply to the following items, as permitted under Article 16 of Directive 2011/83/EU:

personal care or hygiene products once opened or unsealed

intimate or sanitary goods

custom or personalized products

digital content once access or download has begun, provided that prior express consent and acknowledgment have been given

If you are unsure whether an item is eligible for return, please contact us before making a purchase.

Final Sale Items

Items clearly marked as Final Sale are not eligible for return or refund, except where required by mandatory EU consumer protection law (e.g. in cases of defects or non-conformity).

Restocking Fees

We do not charge any restocking fees on returns.

 Promotional Items

Promotional or complimentary items provided free of charge may be non-returnable and are not refundable (e.g. gifts, bundles, or complimentary items). 

4. Refunds

Once your return or claim has been approved, we will notify you accordingly. Refunds are issued to the original payment method used for the purchase, unless expressly agreed otherwise. Refunds are issued in the original transaction currency. Any exchange rate differences or fees applied by your bank or payment provider are outside of our control.

In accordance with EU consumer protection law:

Refunds are processed within 14 days from the date we receive the returned item or valid proof of return, whichever occurs first.

In cases involving defective, damaged, or non-conforming goods, refunds are processed after verification of the claim.

Please note that while we process refunds promptly after approval, your bank or payment provider may require additional time to credit the refunded amount to your account. We will notify you once the refund has been issued.

5. Order Cancellations

Orders may be cancelled within 12 hours of purchase, provided that the order has not yet been processed for shipping or fulfillment.

Once an order has been processed or dispatched, cancellation may no longer be possible.

However, if your order has already been shipped, you still retain your legal 14-day right of withdrawal under EU consumer protection law. This right may be exercised after you receive the item, in accordance with our Return Policy.

6. Exchanges

We do not offer traditional product exchanges.

If an item you receive is defective, damaged, incorrect, or not as described, we will provide an appropriate remedy in accordance with EU consumer protection law. Depending on the circumstances, this may include a replacement or a refund, at no additional cost to you.

7. Unauthorized Returns

Items returned without prior authorization or without following the return instructions provided by us may not be accepted or processed.

To ensure proper handling and timely refunds, please contact us before returning any items so we can provide the correct return address and instructions.

Unauthorized returns may result in delays, refusal of delivery, or additional costs, for which we cannot be held responsible.

8. Legal Guarantee and Manufacturer Warranties

In accordance with Directive (EU) 2019/771, Eclommerce is responsible for the legal guarantee of conformity of goods sold to consumers in the European Union for a minimum period of two (2) years from the date of delivery.

Some products may also be covered by an additional commercial or manufacturer warranty offered by the supplier or manufacturer. Such warranties are voluntary and do not replace, limit, or affect your statutory rights under EU consumer protection law.

All legal warranty claims must be addressed to Eclommerce.

9. Return Address and Logistics

Due to the nature of our fulfillment model, return addresses may vary depending on the product and supplier. Customers must wait for return instructions before sending any items back, as returns sent to an incorrect address may be refused or delayed.

We recommend using a trackable shipping method when returning items, as we cannot be responsible for items lost in transit.

10. Contact Us

For questions about our return or refund process, please contact our support team:

📧 support@eclommerce.com
Customer Service Hours: Monday–Friday, 9:00–17:00 EET