Cancellation and Replacements Policy

At Ecopha, we understand that there may be occasions where an order needs to be cancelled or a product needs to be replaced. This policy outlines the terms and conditions for cancellations and replacements for all our domains.

1. Order Cancellation Policy

1. Eligibility for Cancellation:
   • Orders can be cancelled if they have not yet been processed or shipped.
   • Orders requiring customization, such as branding or printing, can only be cancelled before production begins.
   • Bulk orders are subject to specific cancellation terms outlined during the quotation process.
2. How to Cancel an Order:
   • Log in to your account and navigate to the "Order History" section.
   • Select the order you wish to cancel and click "Cancel Order."
   • For bulk or custom orders, contact our support team directly via email or live chat.
3. Cancellation Fees:
   • A cancellation fee may apply for large orders or custom items where production has already started.
   • This fee covers administrative costs and materials used (if applicable).
4. Refunds for Canceled Orders:
   • Refunds for cancelled orders will be processed within 5-14 business days to the original payment method.
   • For bank transfers, additional processing time may be required depending on the institution.
5. Exclusions:
   • Orders already shipped cannot be cancelled.
   • The flash sale or clearance items are non-cancellable.

2. Replacements Policy

1. Eligibility for Replacements:
   • Replacements are offered for:
     • Defective or damaged products.
     • Products that do not match the description or specifications.
     • Incorrect items received.
   • Replacements are not available for:
     • Change-of-mind purchases.
     • Custom-branded or printed products, unless the defect is related to manufacturing.
2. How to Request a Replacement:
   • Notify us within 3 business days of receiving the product.
   • Submit a replacement request via your account or email with:
     • Order number.
     • Description of the issue.
     • Supporting evidence (e.g., photos, videos).
3. Replacement Process:
   • Upon receiving your request, we will inspect and verify the issue.
   • Approved replacements will be processed within 7-14 business days.
   • For bulk orders, we may arrange partial replacements based on the defective items.
4. Shipping for Replacements:
   • Customers are responsible for shipping the defective item back to us unless the issue is caused by us or our vendors.
   • For bulk orders, contact us to coordinate return logistics and replacement shipments.

3. Business Partners and Vendor Replacements

1. Vendor-Specific Items:
   • Products sourced from vendors through our Webkul Multi-Vendor Marketplace are subject to the vendor’s replacement policy.
   • Our team will assist in coordinating replacements with the respective vendor.
2. Bulk Order Replacements:
   • Business partners handling bulk orders are required to:
     • Inspect products upon delivery.
     • Report any issues within 3 business days.
   • For defective items, partial replacements or adjustments may be offered.
3. Shipping Responsibilities for Vendors:
   • Vendors are responsible for arranging replacements and covering return shipping costs for defective items.

4. Custom-Branded and Printed Items

1. Replacement Policy for Custom Items:
   • Custom-branded or printed items are only eligible for replacements if:
     • There is a manufacturing defect (e.g., incorrect logo placement, design error).
     • The item arrived damaged due to transit.
2. Correction or Adjustments:
   • Minor errors may be corrected through adjustments rather than a full replacement.
   • Customers will be notified of the resolution options.
3. Timeframe for Custom Replacements:
   • Custom replacements may require 7-21 business days depending on production and shipping timelines.

5. Important Notes

1. Inspection Upon Delivery:
   • All customers, including bulk buyers, must inspect their orders upon delivery and report any issues immediately.
2. Documentation Required:
   • Proof of purchase and supporting evidence (e.g., photos) are mandatory for all cancellation or replacement requests.
3. Partial Replacements:
   • For bulk orders, only the defective items may be replaced instead of the entire shipment.
4. No-Return Policy for Certain Items:
   1. Items like compostable packaging with short shelf lives or clearance products may not be eligible for replacements.

6. How to Contact Us
For any cancellation or replacement inquiries, please contact:
Our goal is to provide a smooth and satisfactory resolution for all our customers and business partners. If you have any further questions, please don’t hesitate to reach out to our support team.