Refund policy
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can follow the instructions on the Return Portal. Please note that returns will need to be sent to the following address: Keizersgracht 520 H, 1017EK, Amsterdam - Centrum.
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
Return Instructions
If the shipping is with our return label:
1. Download and print the returns label.
2. Pack all returned items, along with a print-out of your purchase confirmation email, and securely attach the label to the box. (You may reuse the original packaging or another box.)
3. Take the package to an authorized drop-off location and ship it.
4. You will receive updates on the return status via the returns page and by email.
If shipping on your own:
1. Pack all returned items, along with a print-out of your purchase confirmation email and a note specifying your RMA number, securely in a box. (You may reuse the original packaging or another box.)
2. Ship the package via your local post office or another carrier of your choice.
3. You will receive updates on the return status via the returns page and by email.
4. A Return Shipment Proof (tracking or receipt) is required.
Important:
The return shipping costs to the manufacturer will be deducted from the refunded amount, unless the return is due to a faulty or incorrect item.
You can always contact us for any return question at support@eclorai.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), our lingerie's ( for hygiene purposes) and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item. Unfortunately, we cannot accept returns on sale items, gift cards, the supplements nor the Journal.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. The procedure for this is to be followed from the Return Portal.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Returns
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at support@eclorai.com.