Returns are only with our prior written consent, which may be withheld at our sole discretion and provided on a case by case basis.
Ecoden® is not able to refund product purchases unless the product is defective or you qualify for a refund in accordance with our Money Back Guarantee.
If you are not satisfied with the goods you have received, and you wish to return, you can return them to us within 30 days of receipt. To qualify for a return and refund, your item must be in the same condition that you received it, including all accompanying material. The products must be sealed.
Once returned you will be entitled to a full refund which will not include the cost of the return postage. Shipping costs for change-of-mind purchases are the responsibility of the customer and are non-refundable.We are not able to refund or exchange items that appear to not be in original condition.
If you have received the wrong products, or any item is damaged, please contact us immediately (and no longer than 7 days from receipt of the products). You must provide a full detailed description of the problem / damage, photos of the products received or damages as well as your name, contact number or email and order number. We will then determine how best to resolve your problem.
If you consider that an item is defective and you are entitled to a replacement or a refund, you must first email [email protected] and describe your problem within 30 days of your receipt and a replacement will be provided.
Subject to the below paragraph, Ecoden® will offer a refund for defective items only if the defective product is returned to us. We will review your claim as soon as we can and, if we are satisfied that your product is defective once returned, we will provide you with a refund for the defective product.
We offer a three (3) year warranty for our Ecoden® bamboo charcoal pillow. If, at any time within three (3) years following your receipt of the pillow, it no longer works for any reason and you have used it in accordance with our instructions, we will provide you with a replacement pillow free of charge. To make a claim under this warranty, you can either return the pillow to us, or provide us with an explanation and picture demonstrating how the pillow is no longer working, within three (3) years from the date that you received it. We will review your claim as soon as we can and, if we are satisfied that the pillow is no longer working, we will send you a new pillow.
If you elect to return the defective product to us, it is your responsibility to pay for shipping costs upon return. It is the user’s responsibility to be aware of this.