At EcomKey, we are committed to providing customer satisfaction with high-quality products. We understand that exchanging or returning products is an important part of the shopping experience. Therefore, our purchase and return policy is designed to offer convenience and transparency for our customers.
1. Conditions for Exchange/Return:
- Timeframe: Products can be exchanged or returned within 7 days from the date of receipt.
- Product condition:
- Products must remain in their original condition, including intact tags, packaging, and not used.
- Must include the original purchase invoice and all accessories (if applicable).
- Reasons for exchange/return: We only accept exchanges/returns in the following cases:
- The product has manufacturing defects.
- The product does not match the description or was incorrectly delivered compared to the order.
- The product was damaged during shipping (with evidence from the shipping service).
- Cases not accepted for exchange/return:
- Products that have been used, damaged, or missing accessories.
- Products without a purchase invoice or whose tags and packaging are not intact.
2. Exchange/Return Process:
- Step 1: Contact us via email at [email protected] or call our customer service (contact number) to request an exchange/return. Please provide your order information, reason for exchange/return, and images of the product’s current condition.
- Step 2: After receiving your request, we will guide you on how to pack and send the product back.
- Step 3: Pack the product according to the provided instructions and send it back to us via a shipping service. Ensure that the product is well-protected to avoid damage during shipping.
- Step 4: Upon receiving the product, we will inspect it within 5 business days. If the product meets the exchange/return conditions, we will proceed with either:
- Exchanging it for a new product, or
- Refunding the amount through the payment method used at the time of purchase.
3. Exchange/Return Fees:
- We will cover shipping fees in the following cases:
- The product has a manufacturing defect.
- The wrong product was delivered.
- For other exchange/return cases (not due to EcomKey’s fault), the customer is responsible for the shipping fees.
4. Payment Policy:
- Payment methods: We accept payments via:
- Bank transfer.
- Cash on delivery (COD).
- Credit/Debit card.
- Payment security: All customer payment information is kept secure and used solely for the intended purpose. We commit not to share any customer personal information with third parties without consent.
- Order confirmation: After a successful payment, EcomKey will send an order confirmation email. If there are any payment-related issues, please contact us at [email protected] for timely assistance.
5. Refund Time:
- The refund time depends on the original payment method:
- Bank transfer: 3-5 business days.
- Credit/Debit card: 5-10 business days, depending on the issuing bank.
- COD: Refunds will be made via bank transfer or store voucher.
6. Customer Support: If you have any questions related to our purchase, return, or payment policies, please contact our customer service team via:
- Email: [email protected]
- Hotline: (contact number)
We are always ready to listen and support our customers quickly and professionally.
EcomKey – Accompanying you on your shopping journey.