1. Overview

At EcoLife, we are committed to ensuring every customer has a positive experience with our products. If you are not fully satisfied with your purchase, this Return Policy outlines your rights and the step-by-step process for returning items, requesting exchanges, or obtaining a refund.This policy complies with the Consumer Rights Act 2015, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, and all applicable UK consumer protection legislation. Nothing in this policy limits or excludes your statutory rights.

2. Return Eligibility

You may submit a return request provided that:

  • The item is in its original, unused, and unaltered condition;
  • The item is returned in its original packaging, including all labels, inserts, and protective materials;
  • Proof of purchase (order confirmation number or invoice) is provided;
  • The item does not fall within the non-returnable categories listed in Section 3;
  • Your return request is submitted to our team within the timeframe specified in Section 5.

Important: All return requests must be reviewed and approved by our Customer Support Team before any return, exchange, or refund is processed. No return will be accepted without prior written authorization.

3. Non-Returnable Items

The following items are not eligible for return unless they are proven to be faulty or materially misdescribed:

  • Custom or bespoke orders, products manufactured, printed, or configured to your specific requirements;
  • Opened or used packaging that cannot be resold for hygiene or contamination reasons; 
  • Clearance or end-of-line items explicitly marked as non-returnable at the point of sale; 
  • Hazardous materials that cannot be safely returned by post under applicable regulations; 
  • Items that have been modified, labelled, or personalized after delivery;
  • Items returned without a valid Return Merchandise Authorization (RMA) number issued by our team.

4. How to Submit a Return Request

All return requests must be initiated by contacting our Customer Support Team directly. Returns sent without prior approval will not be accepted.

Step 1. Contact Our Team

Reach out through any of the following channels:

Email: hi@ecolifeproducts.uk

Phone: +44 (0)XXX XXX XXXX 

Note: Our Customer Support Team is available Monday to Friday, 9:00-17:30 GMT.

Please have the following information ready:

● Full name and registered email address

● Order number and date of purchase

● Item(s) to be returned and quantity

● Reason for return

● Clear photographic or video evidence (required for damaged, defective, or incorrect items) 

Step 2. Review & Authorization by Our Team

Once your request is received, a member of our Customer Support Team will:

● Review the details and evidence submitted;

● Assess eligibility in accordance with this policy;

● Contact you within 3-5 business days with a resolution decision.

If your request is approved, you will receive a Return Merchandise Authorization (RMA) number along with specific return instructions. If your request requires further investigation, our team will notify you of the expected timeline. 

Step 3. Pack & Ship

Once you have received your RMA number and return instructions:

● Pack the item(s) securely to prevent damage during transit;

● Write the RMA number clearly on the outside of the parcel;

● Use a tracked and insured postal service and retain your proof of postage. ECOLIFE is not liable for items lost or damaged during return transit.

Step 4. Inspection & Resolution

Upon receiving your returned item(s), our team will:

● Inspect the condition and completeness of the returned goods;

● Process the agreed resolution (refund or exchange) within 5-7 business days of receipt;

● Notify you by email once the resolution has been completed. 

5. Resolution Process

We do not operate an automated return system.

Every return request is personally handled by our Customer Support Team to ensure a fair and accurate resolution for each customer.

StageTimeframe
Initial response to your requestWithin 1-2 business days
Review & eligibility assessmentWithin 3-5 business days
RMA issuance (if approved)Upon completion of the review
Inspection after the item is receivedWithin 2-3 business days
Refund/exchange processedWithin 5-7 business days of receipt
Refund reflected in your accountUp to 14 calendar days (bank dependent)

Note: Timeframes may vary during peak periods, public holidays, or where additional investigation is required. Our team will keep you informed of any delays.

6. Return Shipping Costs

Reason for ReturnShipping Cost
Change of mind/no longer requiredBorne by the customer, customers are advised of this responsibility at the time of purchase
Item arrived damaged or defectiveBorne by ECOLIFE (prepaid label provided)
Incorrect item sent by usBorne by ECOLIFE (prepaid label provided)
Order cancelled within the cooling-off periodBorne by the customer, customers are advised of this responsibility at the time of purchase

Where we provide a prepaid return label, it must be used within 10 business days of issuance.

7. Faulty, Damaged, or Incorrect Items

If your order arrives damaged, defective, or does not match your confirmed order, you must notify our team within 48 hours of delivery. Please contact us at hi@ecolifeproducts.uk and include: 

● Your order number;

● A clear description of the issue;

● Photographic or video evidence.

Our team will investigate and offer one of the following resolutions:

1. Full replacement of the affected item(s) at no additional cost;

2. Full or partial refund to your original payment method;

3. Repair, where applicable and feasible;

4. Account credit applicable to future orders.

All faulty goods claims will be resolved within 5-7 business days of the evidence being reviewed by our team.

8. Right to Cancel – Cooling-Off Period

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, customers purchasing online have the right to cancel their order within 14 calendar days from the date of receiving their goods, not the date of purchase, without giving any reason. 

To exercise this right, please notify our team in writing before the 14-day period expires. Once notified, you must return the item(s) within a further 14 calendar days. Please refer to Section 4 for the return request process and Section 6 for applicable shipping costs.

Important: This right to cancel does not apply to custom or bespoke orders, that is, any products manufactured, printed, or configured to your specific requirements. Such items are excluded from the cooling-off period under Regulation 28(1)(b) of the Consumer Contracts Regulations 2013, as they are made to the consumer’s personal specifications.

Condition of returned goods & refund outcome:

Condition Upon ReturnRefund Outcome
Unopened, original packaging intactFull refund
Opened but unused and undamagedFull refund
Opened and shows signs of use or handlingPartial refund, deduction for diminished value
Used, damaged, or soiledRefund may be refused or significantly reduced

As our products are packaging materials, any item that has been physically used, soiled, or rendered unsaleable will be assessed by our team upon receipt. A deduction reflecting the diminished value will be applied where applicable.

This right does not apply to items already listed as non-returnable under Section 3, or to digital products and services fully delivered with prior consent.

9. Refunds

● Refunds are issued to the original payment method used at checkout;

● Processing time: 5-7 business days after inspection is completed;

● Bank transfer time: up to 14 calendar days, depending on your bank;

● Original delivery fees and express shipping surcharges are non-refundable, unless the return is due to our error. Where an item is confirmed as faulty or incorrectly sent by us, we will refund the full original delivery charge in addition to the product cost, in accordance with the Consumer Rights Act 2015;

● A partial refund may be applied where the item is returned in a condition that is not fully original, including signs of use, missing components, or damaged packaging. The deduction will reflect the diminished value as assessed by our team.

10. Exchanges

We offer direct exchanges for items of equal or different value within the eligible return window:

● For equal-value exchanges: the replacement item will be dispatched upon receipt and inspection of the returned goods;

● For different-value exchanges: a refund will be processed for the returned item, and a new order must be placed separately;

● Exchanges are subject to stock availability. If the desired item is unavailable, a full refund will be offered.

11. Environmental Responsibility

In line with our sustainability values, we ask that you:

● Retain original packaging where possible to facilitate safe returns;

● Consolidate multiple returns into a single shipment where feasible;

● Contact us before disposing of any damaged or defective goods – we may be able to offer recycling or responsible disposal solutions.

12. Disputes & Escalation

If you are dissatisfied with the outcome of your return request:

1. Contact our Customer Support Team to request a review;

2. Escalate to our Senior Customer Relations Manager at hi@ecolifeproducts.uk;

3. Refer to an Alternative Dispute Resolution (ADR) provider, we are committed to cooperating with any ADR process initiated under applicable UK regulations;

4. Contact the Citizens Advice Bureau or Trading Standards.

Your right to pursue a claim through the courts of England and Wales remains unaffected. 

13. Policy Updates

We reserve the right to amend this policy at any time. The version in effect at the time of your purchase applies to your order. Material changes will be communicated by email with a minimum of 14 days’ notice.

Marketing Agency UK Ltd  |  Company No. 15522309  |  Registered in England & Wales

ICO Registration Reference: ZC112106

EcoLife is a trademark of Marketing Agency UK Ltd

Last updated: April 2026