Refund & Returns
EXCHANGE AN ORDER
Exchange items ordered!
- We do not accept exchanges. When a customer places an order, they will be prompted to confirm all of the item’s details, such as size, design, and number. As a result, we do not accept refunds or exchanges if you choose the incorrect items, sizes, styles, addresses, and so on.
- Nonetheless, you have the option of canceling your purchase immediately (within 6 hours of purchasing it) and replacing it with another of your choosing.
- Please contact us via email at support@ecomgroot.com if you have any questions about placing an order so that we can ensure your satisfaction with your purchase.
CANCEL AN ORDER
The time frame for order cancellation after placing an order.
- Your order may only be canceled within 6 hours after being placed. If you contact us after this period to cancel your order, it may have already been processed and shipped out of the warehouse.
- There is no cancellation fee. Please contact us at support@ecomgroot.com to cancel your order.
RETURN & REFUND POLICY
The time frame can be returned after the order has been delivered.
If the item(s) you got are defective or do not fit as well as you would like, you have 30 days from the date of delivery to return it. If a return request is filed more than 30 days after the item was delivered, it will be refused.
Returns and refunds are accepted in the cases below.
Items may be damaged during shipment in some situations. We will make every attempt to reimburse the entire cost of your initial transaction if an item comes into any of the following situations:
- The merchandise is damaged when it comes.
- The goods are shattered when it comes.
- The product design differs from the one you bought.
- The product size does not match what you bought.
- The goods material is not the same as what you bought.
- The product you bought was not delivered.
- The product is not exactly as described in the original.
The condition of the product when returned!
Notably, the returned item(s) must NOT meet the following conditions:
- The item(s) has been used or washed.
- The item(s) have been altered in some way.
- The item(s) differ from the original in any manner, unless the condition is our fault.
- The item(s) are missing their original tags.
Proof of order to claim a refund.
- A shipment label or shipping receipt.
- A screenshot of the email confirming the successful placement of the order.
- Specific photos of the defective product.
Steps for requesting a return and refund!
- Customers send the refund inquiry to support@ecomgroot.com together with the required documentation.
- Customers receive a response from the Customer Service Department regarding the eligibility of the refund inquiry within 2–3 business days. Turn on your email notifications and wait patiently for our response.
Depending on the circumstances, additional instructions will be provided.
If you do not have our email approval of your return request, no refunds will be issued.
The address used to return the package.
- When we send you an email approving your return request, you can ship your package to our address at 447 Sutter Street, ST Ste 405, San Francisco, California 94108, United States.
- Please do not return the product until you have received an email approval return from our Customer Service Department, as we cannot be held liable for lost returns.
- You will not be reimbursed if we do not receive the return package. As a result, please send a separate email to support@ecomgroot.com with the tracking number from the shipping company you used to return the package.
The cost of return shipping.
- Customers are responsible for the return shipping cost. These costs will not be included in the amount refunded.
Time for the refund request to be processed.
We will do all we can to get you a refund as quickly as possible!
- Refunds will be granted to the original payment method within 7 days of our receipt of your package (*Due to COVID restrictions, your reimbursement may now take an extra 3–5 days. We appreciate your patience and understanding!).
- You will not be charged any fees throughout the refund process. Once your refund has been completed, we will notify you by email.
- Check your bank account again if you haven’t gotten your return yet. It may take some time for your refund to be officially posted. Depending on your card’s issuer’s restrictions, you should get your money within 10–15 days of the day your refund was issued.
- If you’ve done everything else and still haven’t gotten your refund, please contact us at support@ecomgroot.com as soon as possible. Please be patient, we will get back to you within 2–3 business days.
(*) Important Note:
- Please notify us through email when you have shipped a return shipment.
- Please double-check that you have not included any non-Ecom Groot products in your return package. We shall not be liable to return such things to you.
- If the returned package is damaged or lost during return shipping, we will not be responsible and no refunds will be issued.
- If you have any problems with your order, please contact the Ecom Groot Customer Service team as soon as possible at support@ecomgroot.com.
Thank you,
Customer Service Department
