Returns and cancellations

Our goal is for customers to be happy with their purchase. But things may not always go as planned. If things don't go as planned, contact us and we will try to make things right for you.

Place your request for a return or a refund within 7 days of the date of delivery. If, for some reason, an item does not arrive, place your refund request within 7 days of the most recent estimated date of delivery. We have no obligation to consider requests placed outside of these timeframes.

I changed my mind - You can cancel an order within 5 hours of the time you placed it (Same Day Cancellation). Same Day Cancellations can be refund.

This is not what I ordered - If you receive an item that is damaged, not the size or color you ordered, or not reasonably consistent with the item listing, you are eligible for a refund. We may request some evidence of the issue - typically just a photo or two - and you may be required to return the item.

It never arrived - If you don't receive an item you ordered, you are eligible for a refund. You automatically get a 30-day 'cooling-off period' when you buy something you haven't seen in person - unless it's bespoke or made to measure. The cooling-off period starts the day after you receive your order.

Return and refund requests should be placed from within the app - locate the order in your order history and send an email to [email protected]

After the Same Day Cancellation period (5 hours from order) has passed, we will not consider refund requests unless the latest estimated arrival date has passed or the item has arrived and it is incorrect or damaged.

Return of Funds - after Ecart approves a cancellation or refund and (in certain cases) confirms the return of the item, Ecart will return or credit the amount of the purchase and the standard shipping fees. Any fees for special or expedited shipping will not be refunded and (as described above) in some cases the customer will be responsible for return shipping fees.

Ecart reserves the right to:

  • Refuse any refund if it in good faith suspects abuse of this Policy or violations of the Terms of Use.
  • Limit customer support and refunds for abuse of these services or violations of the Terms of Use.
  • Limit purchase activity in the services if it in good faith suspects abuse of this Policy or violations of the Terms of Use.
  • This Policy may be updated from time to time.