Refund policy

RETURN POLICY

Thank you for your purchase from Eco My Home. We appreciate your business and want you to be completely satisfied with your experience. However, if you are not entirely satisfied for any reason, you may return your item or cancel your service for a refund subject to the terms below.

Because Eco My Home is a curated marketplace featuring a diverse blend of physical merchandise, digital assets, and services sourced from independent vendors, our return, refund, and cancellation policies are strictly dependent on our specific vendor partners, subject to applicable local consumer protection laws.

1. Quick Reference Eligibility & Rules

To ensure your return or refund request is accepted, your purchase must meet the following strict criteria:

  • The 14-Day Window: All returns must be requested and postmarked within fourteen (14) days of the delivery date or service purchase date (EU customers, please see Section 6 for extended statutory terms).

  • Item Condition: All returned items must be in new, unworn, and unused condition, with all original tags and labels attached.

  • No Consumer Damage: We cannot accept or refund items that have been damaged by the consumer. Damaged products will be rejected and returned to you at your expense.

  • Original Packaging Only: Every product must be returned in its original packaging. Items returned in new, alternative, or altered packaging will not be refunded.

  • Proof of Purchase Required: A physical copy of your receipt must be included inside or attached securely to the return packaging. Returns without a verifiable receipt cannot be processed.

  • Discounted & Sale Items: Products purchased with a discount or on sale can only be refunded if the specific vendor explicitly agrees to the exception.

  • Restocking Fees: Please note that a restocking fee may be charged on certain returns depending on individual vendor requirements.

2. The Return Process

Important: Do not mail your item back to the sender address printed on your shipping box. Because we partner with multiple independent vendors, return locations vary. Unauthorized returns sent without a validated request will be rejected.

  • Step 1: Request an RMA To initiate a return, please submit your request directly through our online account portal at: https://account.ecomyhome.store. Once submitted, you will obtain a Return Merchandise Authorization (RMA) number and the specific return address for your item's vendor.

  • Step 2: Pack Your Item After receiving your RMA number and the correct vendor address, place the item securely in its original packaging, include your physical proof of purchase, and clearly write your RMA number on the outside of the package.

  • Step 3: Ship the Item Mail your return to the vendor address provided. You will be responsible for all return shipping charges. We strongly recommend that you use a trackable shipping method and purchase shipping insurance, as Eco My Home is not responsible for items lost or damaged in transit back to the vendor.

3. Refunds & Timelines

Once your return is received by the vendor and its condition is thoroughly inspected, we will process your return request.

  • Standard Processing Window: Please allow at least twenty (20) business days from the vendor's receipt of your item for us to process your return and verify approval.

  • Standard Outbound Shipping: Approved refunds will include a refund of our standard delivery costs. Please note that if you chose an upgraded or express shipping method at checkout, the additional cost above standard shipping is non-refundable.

  • Notification: You will be notified automatically by email the moment your refund is completed and approved.

  • Posting Time: Approved refunds will be credited back to your original method of payment. It can take 1–2 billing cycles for the refund to officially appear on your credit card or bank statement.

4. Physical vs. Digital Products & Services

Because Eco My Home offers both physical and digital items, as well as standalone services, the following specific conditions apply:

  • Physical Merchandise: Subject to all standard physical inspection, original packaging, and tracking guidelines detailed above.

  • Digital Products & Services: Cancellations or refund requests for digital downloads, software, or scheduled services must be submitted within the 14-day window. Refunds are subject to vendor verification that the digital asset has not been fully downloaded/consumed, or that the service has not yet been rendered.

5. Defects, Damages, and Order Issues

For items that arrive inherently defective or damaged during initial transit, please contact us immediately at info@ecomyhome.store with your order number and photographic evidence. We will coordinate directly with the vendor to arrange a prompt replacement, exchange, or full refund.

6. European Union 14-Day Cooling-Off Period

If merchandise is being shipped into the European Union, residents maintain a statutory right to cancel, withdraw from, or return their order under EU consumer protection regulations. For EU orders, the following compliant directives override any conflicting terms listed elsewhere in this policy:

  • 14-Day Withdrawal Window: You have the right to withdraw from your purchase within 14 days without giving any reason. This withdrawal window starts from the day you (or a designated third party) take physical possession of the last item on the order.

  • How to Start a Request: To exercise your right of withdrawal, you must inform us of your decision by submitting a formal request via our account portal at https://account.ecomyhome.store.

  • Return-After-Notice Timing: Following your official notification of withdrawal, you must send back the physical items to the provided vendor address without undue delay, and in any event, within 14 days from the day you notified us of your cancellation.

  • Return Shipping Responsibility: The customer is responsible for covering the direct costs of return shipping to the vendor, unless otherwise stated by the specific vendor.

  • Refund of Standard Outbound Shipping: Your refund will include the standard outbound shipping costs associated with your original order. Upgraded, express, or premium shipping costs chosen at checkout are non-refundable.

  • EU Refund Timing: You can expect your refund within 14 days from the date we receive the returned merchandise back from you, or from the date you provide verifiable, physical proof that you have sent the items back (whichever occurs first).

  • Exemptions from Withdrawal Right: Please note that the statutory right of withdrawal does not apply to the following product categories:

    • Goods made to your unique specifications or clearly personalized/custom-made items.

    • Sealed goods that were unsealed after delivery and are unsuitable for return due to health protection or hygiene reasons.

    • Digital downloads, software, or virtual goods once the performance or download has begun with your prior express consent and acknowledgment that you thereby lose your right of withdrawal.

7. Questions & Support

If you have any questions concerning our return policy, RMA generation, or vendor guidelines, please reach out to our centralized support team: