Refund policy
Return and Refund Policy
At Eculama, we strive to ensure your satisfaction with every purchase. If you are not entirely satisfied with your order, we're here to help. Please review our return and refund policy below:
Returns
You may return most new, unopened items within 30 days of delivery for a full refund. To initiate a return, please send a return request on our website in your account or contact our customer service team at info@ecualama.com to request a Return Merchandise Authorization (RMA) number. Once you have received your RMA number, please securely package the item(s) along with the original packaging and include a copy of your order invoice.
Upon approval of your return request, you will be provided with the shipping address in Ecuador where you can send your return.
Inspection and Refund Process
Once your return package arrives at our designated hub, our team will inspect the returned item(s) within 72 hours. We will then notify you via email regarding the status of your refund.
If your return is approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within a certain number of days, depending on your financial institution's policies.
Exclusions
Please note that certain items are non-returnable, including but not limited to:
- Items that have been used, damaged, or altered in any way
- Products that are not in their original packaging
- Items marked as final sale or clearance or part of Buy N get Y free deals
- Shipping Costs
- Shipping costs incurred for returning items are the responsibility of the customer and are non-refundable unless the return is due to an error on our part or a defective product.
Contact Us
If you have any questions or concerns about our return and refund policy, please don't hesitate to contact us at info@ecualama.com. Our dedicated customer service team is here to assist you and ensure your shopping experience with us is enjoyable and hassle-free.
Thank you for shopping with us!
Ecualama Team