Refund policy

Return and Refund Policy

At ECUALAMA, 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

We want you to love what you ordered. You may return most items within 30 days of delivery, as long as they are unused and in their original packaging. To initiate a return, please start a return request from your account or contact our customer service team at info@ecualama.com. Once your return has been approved, please securely package the item(s) in their original packaging and include a copy of your order invoice.

When we approve your return, we will send you the address in Ecuador where you can send it. Please use a tracked courier (DHL, UPS or FedEx) and send us the tracking number, as regular post to Ecuador is slow and parcels can go missing.

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 to your original method of payment. Card refunds usually show within 5 to 10 business days, depending on your bank.

Faulty or wrong item?

Email us a photo and we'll put it right.

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

Return shipping costs are the responsibility of the customer. Original shipping costs and return shipping costs 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