At Ecothreadly, we take pride in delivering high-quality sustainable fashion. However, if you encounter any issues with your order, please review our Return & Refund Policy below.
1. Handling Damaged, Defective, or Lost Items
1.1 Damaged or Defective Products
If you receive a misprinted, damaged, or defective item, you may request a replacement within 5 days of delivery. To process your request, please provide:
- Unboxing video
- Photos of the damaged product
- Original packaging images
We can’t consider requests made after 5 days. If an unboxing video is not available and we are unable to verify the cause, we may not be able to offer a refund or replacement.
1.2 Lost in Transit
If your order is lost during shipping, we will either refund or reship the product at no additional cost. Delays beyond 20 days will be eligible for verification-based refunds or reshipments.
1.3 Color Matching in DTG Printing
We use high-quality digital printing with OEKO-TEX ECO PASSPORT-certified inks. Minor color variations may occur due to screen settings and printing processes and do not qualify as defects.
1.4 Careful Unboxing
Customers are advised to unbox packages carefully. If a product is damaged due to scissors or sharp objects, refunds or replacements will not be possible unless:
- An unboxing video is provided.
- Images of the outer packaging and courier cover are shared.
1.5 Package Damage at Delivery
If you notice any damage to the package upon delivery, please mention it in the courier’s remarks while signing. This will assist us in processing a claim with the courier service.
2. Handling Size Discrepancies
2.1 Size Discrepancies
If you receive an incorrect size, provide product images and measurements to help our team verify the issue. Measurement Tolerance: A ±0.5-inch measurement tolerance is standard for apparel and is not eligible for returns or refunds.
2.2 Exchanges or Returns for Wrong Sizes
If a customer orders the wrong size or wants to return a non-defective, unworn, unwashed, unsoiled product, they can request a return within 3 days of delivery and place a new order. Please refer to our size chart guide before purchasing to avoid size issues.
3. Order Cancellations
Orders can only be canceled within 12 hours of placing the order. Once processing has started, cancellations are not possible.
4. How to Initiate a Return (Reverse Pickup Process)
We strive to make returns hassle-free. You do not need to self-ship or manually mail the item back to us.
- Contact Us: Email us at hello@ecothreadly.com within the applicable return window (5 days for defects, 3 days for size issues) with your order number and the required photos/videos.
- Reverse Pickup: Once your return is verified and approved, our team will arrange a reverse pickup from your original delivery address.
- Handover: Please pack the item securely in its original packaging and hand it over to our assigned courier partner when they arrive.
5. Shipping Costs
- Our Error: If the return is due to our error (defective, damaged, or incorrect item), we will cover all reverse pickup and shipping costs.
- Customer Responsibility: For all other return requests (e.g., wrong size ordered), the customer is responsible for the return shipping charges. Because we arrange the reverse pickup for your convenience, the return shipping courier fee will be deducted from your final refund amount.
6. Refund Process
- If eligible, refunds are issued to the original payment method within 4-5 business days after the returned product is received and verified by our team.
- For Cash on Delivery (COD) orders, refunds will be issued as store credit or via bank transfer, as supported by our system.
- Refunds for lost shipments will be processed only after the courier confirms the loss.
- All refund or replacement requests are subject to verification and final approval by Ecothreadly.
7. Contact Information & Business Address
If you have any questions or concerns about our Return & Refund Policy, feel free to reach out to us:
Email: hello@ecothreadly.com
Business Address:
Ecothreadly
Kumari Priya, Sole Proprietor
Flat No-101 Plot No-85 Sector-A,
Shree Dadu Dayal Nagar, Iskcon Road,
Jaipur, Rajasthan, 302020
India
Thank you for shopping with Ecothreadly – Sustainable fashion, guaranteed quality! This policy shall be governed by and interpreted in accordance with the laws of India.