Return and Refund Policy – Ecolyteae

At Ecolyteae, your satisfaction is important to us. We want you to enjoy every purchase, whether you're choosing a tumbler for everyday hydration, your office, your travels, or as a thoughtful gift.

If something isn't right with your order, we're here to help. This Return and Refund Policy explains the conditions for returns, exchanges, refunds, and damaged or incorrect items purchased through our website.

1. Return Period

Ecolyteae offers a 7-day return policy. You may request a return within seven days of receiving your order, provided your request meets the eligibility requirements outlined below.

Returns requested after the 7-day period may not be accepted unless required by applicable UAE law.

2. Return Eligibility

To be eligible for a return, items should generally meet the following conditions:

• The return request is submitted within seven days of delivery.
• The product is unused and in its original condition.
• The product is returned in its original packaging, with all applicable tags, accessories, and included items.
• Proof of purchase or a valid order number is provided.
• The product has not been damaged through misuse, improper handling, or accidental damage after delivery.

For hygiene and product safety reasons, used products may not qualify for a return unless they are defective, damaged, incorrect, or otherwise eligible under applicable law.

Certain items may be excluded from returns where permitted by applicable law. Any such exclusions will be communicated clearly before purchase.

3. Items Received Damaged, Defective, or Incorrect

We take care to ensure that your order reaches you in good condition. However, if you receive a damaged, defective, or incorrect product, please contact us as soon as possible after delivery.

To help us resolve the issue quickly, please provide:

• Your order number.
• A brief description of the issue.
• Clear photographs or videos showing the damage, defect, or incorrect item, where applicable.

Our team will review your request and advise you on the next steps. Depending on the circumstances, we may arrange a replacement, exchange, refund, or another appropriate resolution.

For eligible claims involving damaged, defective, or incorrect products, return shipping arrangements and costs will be communicated by our support team.

Nothing in this policy limits any rights you may have under applicable UAE consumer protection laws.

4. How to Request a Return

Please follow these steps to request a return:

Step 1: Contact our team

Email us at **returns@ecolyteae.store** within seven days of receiving your order.

Step 2: Provide your order details

Include your order number, the product you wish to return, and the reason for your request. If the item is damaged, defective, or incorrect, attach supporting photographs or videos where possible.

Step 3: Wait for approval

Our team will review your request and confirm whether the return is approved. Please do not send an item back before receiving return instructions.

Step 4: Return the product

Once your return is approved, we will provide instructions regarding the return address and shipping arrangements.

Step 5: Product inspection

After the returned item is received, we will inspect it to confirm that it meets the applicable return conditions and notify you of the outcome.

5. Refund Policy

Once an eligible returned product has been received and inspected, we will notify you whether your refund has been approved.

If approved, the refund will be processed using the original payment method where possible, subject to the payment provider's procedures and applicable law.

Refund processing and the time required for the funds to appear in your account may vary depending on your bank, card issuer, payment provider, or payment method.

If the original payment method cannot be used, our team will contact you to discuss an appropriate alternative, subject to applicable requirements.

Approved refunds will cover the amounts you are legally entitled to recover. The treatment of original shipping charges, return shipping charges, and any Cash on Delivery (COD) service fee will depend on the reason for the return and applicable law.

6. Cash on Delivery (COD) Orders

For orders paid through Cash on Delivery, please contact returns@ecolyteae.store with your order number and return details.

If a refund is approved, our team will contact you to arrange a suitable refund method and confirm any information required to complete the refund.

The AED 10 COD service fee and any delivery charges will be handled according to the applicable refund conditions and UAE consumer protection requirements.

7. Exchanges and Replacements

If you would like to exchange a product for another item, please contact our support team within seven days of delivery.

Exchanges are subject to product availability and approval. If an exchange cannot be arranged, we will discuss the available options with you.

For damaged, defective, or incorrectly supplied products, we will review the circumstances and determine an appropriate resolution in accordance with applicable law.

8. Return Shipping Charges

Return shipping arrangements depend on the reason for the return.

• Damaged, defective, or incorrect products: We will advise you on the return arrangements and applicable shipping costs.
• Change of mind or other customer-requested returns: Return shipping costs may be the customer's responsibility, where permitted by applicable law.
• Returns required by law: Shipping costs and other remedies will be handled in accordance with applicable legal requirements.

Please wait for our team's instructions before arranging return shipping.

9. Order Cancellations

If you wish to cancel an order, contact us as soon as possible at info@ecolyteae.store or returns@ecolyteae.store, providing your order number.

Cancellation may be possible before the order has been processed or handed over to our courier. Once an order has been dispatched, cancellation may no longer be possible, and you may need to follow the applicable return procedure.

Any eligible refund for a cancelled order will be handled in accordance with the payment method and applicable law.

10. Refunds for Undelivered or Lost Orders

If your order has not arrived within the expected delivery period, please contact our customer support team.

We will coordinate with our delivery partner, ZAJEL Courier Services, to investigate the shipment and provide an update.

If an order is confirmed lost or cannot be delivered, we will review the circumstances and arrange an appropriate resolution, including a replacement or refund where applicable under our policy and UAE law.

11. Important Notes

• Please keep your order confirmation and proof of purchase until your return or refund request is resolved.
• Refund approval is subject to the applicable return conditions and legal requirements.
• Refund processing times may vary depending on the payment provider or bank.
• We reserve the right to review return requests and verify the condition of returned products, subject to applicable law.
• This policy does not exclude, restrict, or waive any consumer rights that cannot legally be excluded or restricted under UAE law.

12. Contact Us

If you have questions about returns, exchanges, replacements, or refunds, please contact us using the details below.

Ecolyteae Customer Support

Returns and Refunds: returns@ecolyteae.store
General Inquiries: info@ecolyteae.store
Phone: +971 6 546 7583
Address: Saifallah Building, Office No. 08, Al Jurf Industrial Area 1, Ajman, United Arab Emirates

When contacting us about a return or refund, please include your order number to help us assist you efficiently.

Thank you for choosing Ecolyteae. We appreciate your trust in our products and are committed to making your shopping experience as smooth and convenient as possible.

Ecolyteae – Everyday Hydration, Made Better.