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Refund policy

We have a 14-day return and exchange policy, which means you have 14 days after receiving your item to request a return and exchange. If merchandise is returned, unused and in its original packaging, together with the original receipt or email order confirmation, we are happy to refund within 14 days or exchange within 14 days.

Please note that we do not offer returns or refunds on any personalised Ecoset products.

Ecoset cannot be held responsible for incorrect personalised items if the information we have been given was incorrect. We advise you to make sure that the details you provide us for personalisation are correct when submitting your request. When submitting name requests please ensure names are spelt correctly in our product personalisation feature (i.e. don’t forget the fada!).

To be eligible for a return, your item must be in the same condition that you received it, unused and in its original packaging. You’ll also need the receipt or proof of purchase. Please note postage of return items must be covered by the purchaser.

To start a return, exchange or refund you can contact us at hello@theecoset.com.

Damages and issues
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Diminished value
If you want to cancel your order and return goods, you are responsible for taking care of them until they are returned. If you don’t you may have to pay for diminished value. This means that if the goods are damaged or lose value as a result of you handling them beyond what is necessary to check the features, functionality, characteristics, fit etc, you may have to pay for part or the full cost of the item.

Exceptions / non-returnable items
Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on personalised products, sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

Warranty

Ecoset is committed to providing excellent quality and service to all our customers. If something goes wrong with your Ecoset drink-ware product we will do our best to rectify the situation in a timely manner.

Ecoset offers a one-year limited manufacturer warranty. This warranty applies strictly to the original owner of authentic Ecoset products purchased through www.theecoset.com or authorised retailer with proof of purchase. This warranty is void if the product is intentionally altered in any way, subjected to use beyond the physical limits of the materials, or is damaged as a result of normal use.

What is covered:

Defects in material and workmanship
Qualifying finish defects up to 90 days after purchase
Loose material on inner wall
Damage acquired during transit

What is not covered:

Natural degradation of materials and colours over prolonged use, improper care, or any other forms of misuse
Dropped or dented products
Scratches or abrasion from another surface
Fading or peeling from general use or cleaning products
Product that has been laser-etched or monogrammed
Loss or theft
All reusable and stainless steel straws
Any product purchased at discount retailers

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