Refund policy
At Eco Terra, we strive to provide our customers with high-quality, sustainable products. We understand that sometimes things don’t go as planned, and we’re here to make sure you have a positive shopping experience.
Returns
We accept returns on all unused and unopened products within 30 days of the delivery date. To be eligible for a return, the product must be in its original packaging, unused, and in resalable condition.
Please note: Due to the nature of our products, opened or used personal care items (such as bamboo toilet paper, towels, and makeup removers) are non-returnable for hygiene reasons.
To initiate a return, please contact us at [insert contact email] with your order number and the reason for your return. We will provide you with the instructions on how to return the item.
Refunds
Once we receive and inspect the returned item, we will process your refund to the original payment method. Refunds may take 5-7 business days to reflect on your bank statement, depending on your payment provider.
Please note, the cost of shipping is non-refundable, and return shipping costs are the responsibility of the customer unless the return is due to a mistake on our part (e.g., damaged or incorrect items).
Exchanges
If you received an item that is damaged or incorrect, please contact us immediately at [insert contact email], and we will arrange an exchange or replacement at no additional cost to you.
Damaged or Defective Products
We take great care in packaging our products, but if your item arrives damaged or defective, please contact us within 7 days of receiving your order. We will happily offer a refund, exchange, or store credit based on your preference.
Non-Refundable Items
- Used or opened products (such as personal care items).
- Gift cards or store credits.
- Sale or discounted items (unless defective or damaged).