Return, Refund & Exchange Policy

We believe that sustainability and trust go hand in hand. Every product we create is designed to protect nature, empower artisans, and deliver long-lasting value. However, if you ever face any issue with your purchase, our dedicated support team is here to assist you promptly and transparently.
This policy outlines how returns, refunds, and exchanges work at ecoeen ensuring that your experience remains eco-friendly, smooth, and fair for everyone involved.

Our Promise

Each ecoeen product is handcrafted with care by skilled artisans using sustainable materials like bamboo and other eco-conscious resources. Minor variations in texture, color, or finish are natural and part of the handmade process making every product uniquely beautiful.
However, if your item arrives damaged, defective, or incorrect, we are fully committed to resolving the issue through a replacement, exchange, or refund, depending on your preference.

Eligibility for Returns

We accept returns only for products that meet the following conditions:

The item was received in a damaged or defective condition.
The issue is reported within 2 days of delivery.
The item is unused, unwashed, and in its original packaging with all tags and labels intact.
A clear unboxing video is provided as proof of damage or defect

Please note:

Returns for aesthetic preferences (e.g., color tone, minor texture variations, or design difference from online images) are not accepted.
Returns without prior communication and approval will not be processed.

How to Initiate a Return

To ensure a smooth process, please follow these simple steps:

Record an Unboxing Video
Upon receiving your parcel, record a clear video while unboxing, showing the product and any visible damage or defect.nThis helps us verify issues quickly and maintain fairness in the replacement process.
Report the Issue
Within 24–48 hours of delivery, share your concern with our team along with the unboxing video. You can reach us through:
📧 Email: info@ecoeen.com
📱 WhatsApp: +8801786688403

Verification
Once your video and details are received, our Quality & Support Team will inspect the issue.
You will be notified within 2 business days whether your return is approved.
Return Approval & Shipping
If approved, we will share the return shipping address and instructions.
Please ensure the product is packed securely in its original packaging before sending it back.

Refund Policy

Once the returned product reaches us and passes quality inspection, your refund will be processed promptly.

Refund Process

Refunds are initiated within 2 business days after the returned product is received and verified.
The amount will be refunded to your original payment method (bank, card, or mobile wallet).
You’ll receive an email confirmation once your refund has been successfully processed.

⚠️ Refunds Are Not Applicable If:

The product is returned without approval.
The unboxing video is missing or unclear.
The issue is based on personal preference (color, finish, or minor design variation).
The product was bought during a discount or clearance sale.
The product was customized, personalized, or made to order.

🔄 Replacement & Exchange Policy

We offer replacements or exchanges under the following circumstances:

The product arrived damaged or defective.
The wrong product was sent by mistake.
The issue was reported within 48 hours of delivery.

🛠️ Exchange Process

Email us at info@ecoeen.com with your order number, delivery address, and image/video proof of the issue.
Once verified, our team will arrange a replacement of the same product or another item of equal value.
Please ensure the original product is unused and packed properly before returning.
Exchange approval is subject to stock availability.

💰 Courier Charges

For genuine damages or wrong deliveries ecoeen will bear all courier charges.
For exchanges based on customer requests, to and fro shipping costs will be borne by the customer.

🚫 Non-Returnable & Non-Exchangeable Items

To ensure health and safety standards, the following items cannot be returned or exchanged once delivered:

Personal care and hygiene items (e.g., bamboo toothbrushes, reusable straws, etc.)
Customized or personalized products with name or logo engraving
Gift cards or digital vouchers
Discounted or clearance sale items
Used, washed, or unboxed products

🌿 Sustainability & Transparency in Returns

As a sustainable brand, ecoeen follows an eco-conscious return process to minimize carbon footprint:

Returned products that can be restored are repaired and reintroduced into the cycle.
Damaged items that cannot be reused are responsibly recycled or repurposed for workshops and awareness programs.
Packaging materials from returns are recycled or upcycled wherever possible.

This helps us stay true to our circular economy model ensuring that every return or exchange still supports our planet positively.

Our Customer Commitment

At ecoeen, our goal is to create not just eco-friendly products but also eco-conscious relationships.
That’s why we prioritize:

Transparent policies
Prompt communication
Ethical handling of every return

We understand that online purchases come with expectations, and we aim to meet them with empathy, integrity, and care the same values that define every handcrafted product we make.

By purchasing from ecoeen, you’re not just buying a product you’re becoming part of a movement for sustainable change.mWe sincerely appreciate your understanding and cooperation with our eco-conscious return and refund process.

Every policy we make is guided by the same principle that shapes our products:
“Leave no waste, create only value.”

Together, let’s build a greener, fairer future one conscious choice at a time.