Returns Policy

1. General Returns

This policy applies to wholesale and trade orders placed with Ecozone Lifestyle Limited.

For unwanted, excess or incorrectly ordered goods, customers must request a return within 14 days of delivery.

Returns are subject to prior written approval from Ecozone Lifestyle.

We are not obliged to accept commercial returns requested after the 14-day period.

This 14-day commercial returns period does not affect statutory rights relating to faulty, damaged, incorrectly supplied or misdescribed goods.

2. Condition of Returned Goods

Unless otherwise agreed in writing, approved commercial returns must be:

• unused;
• unopened;
• in their original packaging;
• complete;
• undamaged;
• in a saleable condition; and
• suitable for resale.

We reserve the right to refuse a return or reduce any credit or refund where goods do not meet these requirements.

3. Damaged, Faulty or Incorrect Goods

If goods arrive damaged, faulty or incorrectly supplied, customers should notify Ecozone Lifestyle as soon as reasonably possible.

Visible damage, shortages and incorrectly supplied goods should be reported within 7 days of delivery.

Where a fault or defect could not reasonably have been identified during the initial inspection, the customer should notify us promptly after the fault or defect is discovered.

Please provide details of the issue and, where appropriate, photographs of the product, packaging and delivery information.

We may request additional information or evidence to assist with our investigation.

Where the issue is confirmed, we may provide an appropriate remedy, which may include:

• replacement goods;
• a credit note;
• a refund; or
• another suitable remedy.

Nothing in this policy is intended to exclude or restrict any statutory rights or remedies that cannot legally be excluded.

4. Unwanted, Excess or Incorrectly Ordered Goods

Wholesale customers may request a return of unwanted, excess or incorrectly ordered goods within 14 days of delivery.

All such returns require prior written approval.

We are not obliged to accept these types of returns after the 14-day period.

Where a return is approved, the goods must normally be unused, unopened, complete, undamaged and suitable for resale.

Return costs for unwanted, excess or incorrectly ordered goods are normally the responsibility of the customer unless otherwise agreed.

5. Returns After 14 Days

We will normally refuse commercial return requests for unwanted, excess or incorrectly ordered goods made more than 14 days after delivery.

This is intended to prevent stock being returned after it has been held by the customer for an extended period.

The 14-day period does not limit rights relating to genuine faults, defects, damage, incorrect supply or misdescription where applicable.

6. Unauthorised Returns

Goods must not be returned without prior written approval.

Unauthorised returns may be refused or returned to the customer at the customer's cost.

Ecozone Lifestyle is not responsible for goods returned without authorisation until the return has been received and accepted by us.

7. Non-Returnable Goods

Certain products may not be eligible for commercial return because of their nature, condition, hygiene requirements, special ordering, customisation or other reasonable commercial considerations.

Where applicable, we will advise the customer before accepting the order.

This does not affect statutory rights that cannot legally be excluded.

8. Return Approval

Where a return is approved, we will provide the customer with the appropriate return instructions.

The customer is responsible for ensuring that approved goods are packaged securely and returned in an appropriate condition.

We may specify the return method or carrier where necessary.

9. Inspection of Returned Goods

Returned goods will be inspected upon receipt.

A return will not automatically result in a refund or credit.

We will assess the condition of the goods and whether the return meets the requirements of this policy.

Where goods are returned in an unsuitable condition, we may refuse the return or adjust the refund or credit accordingly.

10. Refunds and Credit Notes

Where a return or claim is approved, Ecozone Lifestyle may provide a refund, credit note, replacement or other appropriate remedy.

For commercial returns of unwanted, excess or incorrectly ordered goods, we may issue a credit note rather than a cash refund.

Any applicable return, delivery or handling charges may be deducted where appropriate.

Refunds will normally be made to the original payment method where applicable.

Credit notes may be applied against future invoices or outstanding balances.

11. Statutory Rights

Nothing in this policy is intended to exclude, restrict or limit any statutory rights or remedies that cannot legally be excluded.

Where applicable, statutory rights relating to faulty, damaged, incorrectly supplied or misdescribed goods remain unaffected.