Refund Policy

Effective Date: January 1, 2025

At EcoReno Store, we are committed to your complete satisfaction with our eco-friendly renovation products. This Refund Policy outlines our procedures for returns, refunds, exchanges, and related matters. Please read this policy carefully before making a purchase.

1. Return Eligibility

1.1 General Return Period

We accept returns within 30 days of the delivery date for most products. To be eligible for a return, items must meet the following conditions:

• Products must be in their original, unused condition
• Items must be in original packaging with all labels, tags, and documentation intact
• Products must not show signs of installation, use, or damage
• All accessories, components, and instruction manuals must be included
• Proof of purchase (order confirmation or receipt) must be provided

1.2 Extended Return Period

For orders placed during holiday seasons, we may offer extended return periods. These extensions will be clearly communicated at the time of purchase and will be subject to the same conditions as standard returns.

1.3 Return Authorization

Before returning any product, you must contact our customer service team to obtain a Return Authorization (RA) number. Returns sent without an RA number may not be accepted or may experience significant delays in processing.

2. Non-Returnable Items

The following items are not eligible for return or refund:

• Custom-ordered or special-order products made to your specifications
• Products that have been installed, used, or opened (except for defective items)
• Cut, mixed, or modified materials (including custom-mixed paints)
• Clearance or final sale items marked as non-returnable
• Products purchased from third-party sellers (not directly from EcoReno Store)
• Gift cards or electronic vouchers
• Digital products or downloadable content
• Products without original packaging or missing components
• Items damaged due to misuse, negligence, or improper storage
• Products returned after 30 days from delivery date (except for defects covered by warranty)

3. Return Process

3.1 Step-by-Step Return Procedure

Step 1: Contact Customer Service

Contact our customer service team within 30 days of receiving your order:

• Phone: +421332760179
• Email: [email protected]
• Online: Through your account on our website

Provide your order number, product details, and reason for return.

Step 2: Receive Return Authorization

Our team will review your request and, if approved, provide you with:

• A Return Authorization (RA) number
• Return shipping instructions
• Return address details
• Any specific packaging requirements

Step 3: Prepare Your Package

• Securely pack the item(s) in original packaging when possible
• Include all original accessories, manuals, and documentation
• Write your RA number clearly on the outside of the package
• Include a copy of your order confirmation inside the package

Step 4: Ship Your Return

• Ship the package to the address provided with your RA approval
• Use a trackable shipping method
• Keep your shipping receipt and tracking number
• Consider insuring valuable items

Step 5: Processing

Once we receive your return, we will inspect the items and process your refund or exchange according to this policy.

3.2 Return Shipping Costs

Customer-Initiated Returns: If you are returning a product for reasons other than defect or error on our part (e.g., change of mind, wrong product ordered), you are responsible for return shipping costs.

Defective or Incorrect Items: If you receive a defective, damaged, or incorrect item, we will provide a prepaid return shipping label at no cost to you.

Refused Deliveries: If you refuse delivery of your order without a valid reason, you will be responsible for return shipping costs, and these costs may be deducted from your refund.

4. Refund Process

4.1 Refund Eligibility

Once we receive and inspect your returned item(s), we will send you an email notification confirming receipt. We will inform you of the approval or rejection of your refund within 3-5 business days.

4.2 Approved Refunds

If your return is approved, your refund will be processed as follows:

• Refunds will be issued to the original payment method used for purchase
• Processing time: 5-10 business days from approval
• The refund amount will include the product price and original shipping costs (if the return is due to our error)
• Return shipping costs (if paid by customer) are not refunded except in cases of our error

4.3 Partial Refunds

In certain situations, only partial refunds may be granted:

• Products with obvious signs of use or wear
• Products returned without all original components or packaging
• Products damaged due to customer handling (not shipping damage)
• Products returned more than 30 days after delivery

The partial refund amount will be determined based on the condition of the returned item and may range from 50% to 90% of the original purchase price.

4.4 Refund Timeline

Note: The time it takes for the refund to appear in your account depends on your financial institution's policies. If you haven't received your refund after 20 business days, please contact your bank or credit card company.

5. Exchanges

5.1 Exchange Policy

We accept exchanges for the following reasons:

• Wrong product received
• Defective or damaged product
• Size or color variation (if applicable)
• Customer preference (subject to availability)

5.2 Exchange Process

To exchange a product:

1. Follow the return process outlined in Section 3
2. Indicate in your return request that you want an exchange
3. Specify the product you wish to receive in exchange
4. If there's a price difference, you'll be charged or refunded accordingly

5.3 Exchange Shipping

• Our Error: If the exchange is due to our error (wrong or defective item), we cover all shipping costs
• Customer Preference: If you're exchanging for a different product by choice, you'll pay return shipping, and we'll cover shipping for the replacement item

6. Defective or Damaged Products

6.1 Reporting Defects or Damage

If you receive a defective or damaged product, please notify us within 48 hours of delivery:

• Take photos of the damaged packaging and product
• Contact customer service immediately
• Provide your order number and detailed description of the issue
• Include photos with your claim

6.2 Resolution Options

For defective or damaged items, we offer:

• Full refund including all shipping costs
• Free replacement product with expedited shipping
• Partial refund if you wish to keep the item (for minor defects)

6.3 Shipping Damage

For items damaged during shipping:

• We will file a claim with the shipping carrier
• You may need to provide additional photos or documentation
• We will send a replacement or process a refund while the claim is being handled
• The damaged item may need to be held for carrier inspection

7. Wrong Item Received

If you receive an incorrect item:

• Contact us within 48 hours of delivery
• Do not open or use the product
• We will arrange for pickup or provide a prepaid return label
• We will ship the correct item at no additional cost
• If the correct item is unavailable, we will offer a full refund or suitable alternative

8. Order Cancellation

8.1 Before Shipment

You may cancel your order at no cost if:

• The order has not yet been processed for shipment
• You contact us within 24 hours of placing the order
• The products are not custom-made or special-order items

Full refund will be processed to the original payment method within 5-7 business days.

8.2 After Shipment

Once your order has shipped:

• Cancellation is not possible
• You may refuse delivery (subject to return shipping fees)
• You must follow the standard return process once delivered

9. Product Warranties

9.1 Manufacturer Warranties

Many of our products are covered by manufacturer warranties. These warranties:

• Are separate from our return policy
• Vary by product and manufacturer
• Are detailed on product pages or included with the product
• May cover defects beyond our 30-day return period

9.2 Extended Warranties

Some products include extended warranties from EcoReno Store:

• Bamboo Flooring: 25-year warranty
• Other products: as specified on product pages

Warranty claims must be made directly to us or the manufacturer as specified in the warranty documentation.

9.3 Warranty Exclusions

Warranties do not cover:

• Damage from misuse, abuse, or improper installation
• Normal wear and tear
• Modifications or alterations to the product
• Damage from accidents or natural disasters
• Products installed by unauthorized persons

10. Restocking Fees

Restocking fees may apply in the following situations:

• Large or bulk orders: Returns of orders over $1,000 may incur a 15% restocking fee
• Opened packaging: Products in opened packaging (except those opened to inspect for defects) may incur a 10% restocking fee
• Special orders: Custom or special-order products, if accepted for return, may incur up to 25% restocking fee

Restocking fees will be deducted from your refund amount and will be clearly communicated before you complete your return.

11. International Returns

11.1 International Return Policy

For orders shipped to international addresses:

• Returns must be initiated within 30 days of delivery
• Customers are responsible for return shipping costs
• Customs duties, taxes, and fees are non-refundable
• Returns must be sent to our designated international return center
• Additional documentation may be required for customs clearance

11.2 International Refunds

• Refunds will be issued in USD to the original payment method
• Currency conversion fees are the customer's responsibility
• Original international shipping costs are non-refundable (except for our errors)
• Refund processing may take longer due to international banking procedures

12. Refused Deliveries

If you refuse delivery of your order:

• Return shipping costs will be deducted from your refund
• Restocking fees may apply
• Original shipping costs are non-refundable
• Refund processing will begin once we receive the returned package

13. Lost or Stolen Packages

13.1 Lost Packages

If your package is lost in transit:

• Contact us within 5 days of expected delivery date
• We will trace the package with the shipping carrier
• If not located within 10 business days, we will send a replacement or process a full refund

13.2 Stolen Packages

For packages marked as delivered but not received:

• Check with neighbors and household members
• Verify the delivery address on your order
• Contact us within 48 hours of the delivery confirmation
• File a police report if theft is suspected
• We will investigate and work with the carrier
• Resolution will be determined case-by-case

14. Promotional and Sale Items

14.1 Discounted Items

Items purchased with promotional discounts or during sales events:

• Are subject to the same return policy
• Refunds will be for the amount actually paid (discounted price)
• Promotional codes cannot be reused if the item is returned

14.2 Final Sale Items

Items marked as "Final Sale" or "Clearance - No Returns":

• Are not eligible for return or exchange
• May only be returned if defective or if we shipped the wrong item
• Will be clearly marked on the product page and at checkout

15. Gift Returns

For items purchased as gifts:

• The recipient may return items following our standard return policy
• Proof of purchase is required (gift receipt or order confirmation)
• Refunds will be issued to the original purchaser's payment method or as store credit
• Gift recipients should contact us to arrange returns

16. Store Credit

In certain situations, we may offer store credit instead of a refund:

• Returns after 30 days (but within 60 days) may receive store credit only
• Returns without proof of purchase may receive store credit at current selling price
• Gift returns may receive store credit

Store credit:

• Does not expire
• Can be used for any products on our website
• Is non-transferable
• Cannot be redeemed for cash

17. Quality Guarantee

We stand behind the quality of our eco-friendly products. If you're not satisfied with your purchase due to quality issues:

• Contact us within 30 days
• Provide details and photos of the quality concern
• We will review your case individually
• We may offer replacement, refund, or other appropriate resolution

18. Contact Information

19. Policy Updates

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting on our website. Your continued use of our website and services after changes are posted constitutes acceptance of the modified policy. The "Effective Date" at the top of this policy indicates when it was last updated.

20. Questions and Support

Our customer service team is here to help with any questions or concerns about returns and refunds. We are committed to resolving issues quickly and fairly. Please don't hesitate to reach out if you need assistance with:

• Return authorization requests
• Product defects or damage
• Order cancellations
• Refund status inquiries
• Exchange procedures
• Any other return-related questions

Last Updated: January 1, 2025

Thank you for choosing EcoReno Store. We appreciate your business and are committed to your satisfaction with our eco-friendly renovation products.