Returns & Refund Policy

Last updated: 07/09/2026

We want you to be happy with your EcoEls order. This policy explains how to cancel an order, return a product and get a refund, and sets out your legal rights when something is faulty, damaged or not as described.

Nothing in this policy affects your statutory rights.

At a glance

1. Your right to change your mind

Because you buy from our website without seeing the product in person, you have a legal right to cancel under the Consumer Contracts Regulations 2013.

You have 14 days from the day you receive your order to tell us you want to cancel. If your order arrives in more than one delivery, the 14 days run from the day you receive the last item.

Once you have told us, you have a further 14 days to send the items back.

You do not need to give a reason.

2. When the right to change your mind does not apply

You cannot cancel and return an item under section 1 if:

• it was sealed for health protection or hygiene reasons and the seal has been broken after delivery
• it has been mixed inseparably with other items after delivery
• it was made or personalised to your specification

[LEGAL CHECK REQUIRED. The hygiene exemption is narrower than many retailers assume. It only applies where goods are genuinely sealed for health protection or hygiene reasons and the customer has broken that seal. Whether EcoEls kraft cartons and bag rolls meet this test must be confirmed with a UK consumer law adviser before this clause is relied on. If they do not, an opened box can still be returned under section 1, and you may only deduct value for handling beyond what a customer would do in a shop. Do not publish this clause unverified.]

3. Reduced refunds for handling

You may examine a product as you would in a shop. If the value of the goods is reduced because you handled them more than that, we may deduct a reasonable amount from your refund and will explain the deduction.

4. How to cancel or return an item

1. Contact us through the form on our Contact page or by email at info@ecoels.co.uk, within 14 days of delivery. You can use the cancellation form at the end of this policy, but you do not have to.
2. Tell us your order number, which items you are returning and, if it is faulty, what the problem is. Photographs help.
3. Wait for our return instructions, including the return address. Please do not send items back before we reply, and do not send them to our registered office unless we ask you to.
4. Package the items securely so they are protected in transit.
5. Keep your proof of postage until the matter is resolved. We recommend a tracked service — until we receive the items, they are your responsibility.

5. Return postage and costs

Changed your mind. You pay the cost of returning the items to us.

Faulty, damaged, incorrect or not as described. We pay. We will either arrange collection or refund your reasonable return postage — please keep the receipt.

6. Refunds

We refund to the original payment method. We do not charge a restocking fee.

Change of mind. We refund the price of the goods plus the standard delivery cost you paid on the way out. If you chose a faster or upgraded delivery service, we refund the standard rate only, not the difference. We will issue your refund within 14 days of receiving the goods back, or of you providing proof that you have sent them, whichever comes first.

Faulty or incorrect items. We refund the price of the goods, the delivery cost you paid and your return postage.

Your bank or card provider may take a few additional days to show the refund on your statement.

7. Faulty, damaged, incorrect or missing items

Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described.

Within 30 days of delivery, if a product is faulty or not as described, you have the short-term right to reject it and receive a full refund.

After 30 days and within six months, you can ask for a repair or replacement. If that is not possible or does not resolve the problem, you can claim a price reduction or return the product for a refund. During this period it is for us to show the fault was not present at delivery.

After six months, the same remedies may still apply, but you may be asked to show the fault was present when the goods were delivered, and any refund may be reduced to reflect the use you have had.

If your order arrives damaged, please contact us with your order number and clear photographs of the packaging and the items as soon as you reasonably can. This helps us investigate with our delivery partner.

If an item is missing from your order, contact us with your order number and we will check the dispatch record and put it right.

8. Orders bought through marketplaces or shops

If you bought your EcoEls product from Amazon, eBay, another marketplace or a retail shop, your contract is with that seller, not with us. Returns, refunds and delivery issues must be handled through them, under their returns policy, and their timescales apply.

We are always happy to help with product information, disposal guidance or a quality concern — please contact us and we will do what we can, and pass on anything relevant to our own quality records.

9. Subscriptions

[Complete this section only if recurring delivery is enabled at checkout. It must state: the delivery frequency, the price per delivery, how and when a customer can pause, skip or cancel, the cut-off point before a scheduled dispatch, and whether cancellation takes effect immediately or after the current cycle. If subscriptions are not offered, delete this section.]

10. Business and wholesale orders

The rights in sections 1 to 7 apply to consumers buying for personal use. They do not apply to trade, wholesale or business-to-business orders, which are governed by our separate wholesale terms and the agreement between us.

If there is a problem with a wholesale delivery, please contact info@ecoels.co.uk with your purchase order number.

11. Your statutory rights

Nothing in this policy limits or excludes your legal rights as a consumer. If you would like independent advice, contact Citizens Advice on 0808 223 1133 or visit citizensadvice.org.uk.

12. Contact us

Model cancellation form

You may use this form to cancel, but you do not have to — any clear statement is enough.

To: [Legal company name], Unit 0045, Access Self Storage, 20 Bugsby’s Way, Charlton, London SE7 7SJ, info@ecoels.co.uk

I hereby give notice that I cancel my contract of sale of the following goods:

Ordered on / received on: ____________________ Order number: ____________________ Name: ____________________ Address: ____________________ Signature (only if sending on paper): ____________________ Date: ___________________