REFUNDS, RETURNS, CANCELLATIONS AND EXCHANGES
Order cancellation
All orders can be canceled until they are processed and shipped. Once the packaging and shipping process has started, it can no longer be canceled.
Refunds
Customer satisfaction is our #1 priority. We want you to fulfil orders with confidence. That’s why we proudly offer absolute satisfaction guarantees that ensure customers will receive a purchased item on time and as described.
Our primary goal is making customers happy, so everyone who shops with us receives the following guarantees:
- Refund if the item is not as described or damaged;
- Refund minus the shipping cost if customer does not want the product they received. Customer must return the item at his expense to our warehouse and the item must be unused.
Refunds are not available under the following circumstances:
- Order does not arrive due to an incorrect address provided by the customer;
- Order does not arrive due to exceptional circumstances beyond our control (e.g. delayed by a natural disaster).
How do refunds, returns, and exchanges works?
- In case customer reports a damaged or incorrect product, customer is required to submit a photo evidence within 14 days of receiving the item. If the claim is approved, a refund will be issued.
- If the product packaging is damaged but the product itself is intact, customer must submit a claim to the shipping carrier directly.
- Missing order: In case a package is delivered (based on tracking number update) but customer claims that they did not receive the item, customer must submit a claim to the shipping carrier directly. As a retailer, your orders will be deemed delivered and in satisfactory condition if you do not report the issue within the time frame.
If you experienced any of the above scenarios, you must report the issue within 14 days of receipt. Otherwise, you agree that the product is deemed delivered and satisfactory.
How do I request a refund, return, or exchange?
In the event of a refund, return, or exchange request, contact our Customer Support team via email at support@ethsy.com and include the evidence if required.