Refund policy

RETURNS & REFUNDS POLICY

ECOSMOS offers a voluntary 30-day return period for eligible products. You may request a return within 30 days of receiving your order.

To request a return, please contact us first at admin@ecosmos.store before sending any product back.

If the return is accepted, we will send you the applicable return instructions and provide the appropriate return destination. Products sent without prior contact and return approval may not be accepted.

Under the ECOSMOS voluntary returns policy, eligible products should be returned in the condition in which they were received, together with any applicable tags, accessories and original packaging.

This voluntary returns policy does not limit or replace any mandatory consumer right that applies to your purchase under applicable law.

STATUTORY CANCELLATION OR WITHDRAWAL RIGHTS

Where applicable consumer protection law provides a statutory right to cancel or withdraw from a distance purchase, that right applies independently of the voluntary 30-day return period offered by ECOSMOS.

For qualifying distance purchases in the European Union and the United Kingdom, the relevant legal framework generally provides for a 14-day period, subject to applicable legal conditions, exceptions and specific rules.

Mandatory rights provided by applicable law prevail where they provide greater protection to the consumer.

DAMAGED, DEFECTIVE OR INCORRECT PRODUCTS

Please inspect your order after delivery.

If a product is delivered damaged, defective or different from what you ordered, please contact us as soon as possible at admin@ecosmos.store, providing your order details and, where useful, relevant photographs.

We will assess the issue and provide the appropriate remedy in accordance with applicable law and the circumstances of the specific order.

EXCEPTIONS AND RESTRICTIONS

Certain products may not be eligible for voluntary return or statutory withdrawal where a relevant legal exception applies.

Examples may include:

• products made or personalised specifically for the customer,
• products that deteriorate or expire rapidly,
• sealed products that are not suitable for return for genuine health-protection or hygiene reasons where the seal has been broken after delivery,
• other categories for which a specific exception is provided by applicable law.

Restrictions are assessed by product and in accordance with applicable law.

The sale of a product at a promotional or discounted price does not remove mandatory consumer rights.

RETURN COSTS

Unless ECOSMOS agrees otherwise or applicable law requires ECOSMOS to bear the relevant cost, the customer may be responsible for the direct cost of returning eligible products.

Different rules may apply where the product is damaged, defective, incorrect, or where ECOSMOS has a different obligation under applicable law.

REFUNDS

When a return is approved, any refund will be processed in accordance with applicable legal requirements and, as a rule, to the original payment method used for the purchase.

Where statutory withdrawal rules require reimbursement of the original standard delivery costs, those costs will be refunded up to the cost of the least expensive standard delivery method offered for the specific order.

Additional costs resulting from the customer choosing an upgraded, faster or more expensive delivery method may not be refundable, to the extent permitted by applicable law.

After ECOSMOS issues the refund, additional processing time may be required by the bank, card issuer or payment provider.

CONTACT

For any question about returns, cancellations or refunds, you can contact us at:

admin@ecosmos.store