At Eco City Group, we stand behind the quality of our products. If something isn’t right, we’ll make it right — within reason and within policy.
1. 30-Day Return Window
You have 30 days from the date of delivery to request a return. After this period, returns will not be accepted.
2. Eligibility for Returns
To qualify for a return:
Items must be unused, unopened, and in original condition
All original packaging, tags, and accessories must be included
Proof of purchase is required
We reserve the right to refuse any return that does not meet these conditions.
3. Non-Returnable Items
The following items are non-returnable:
Used or damaged goods (unless faulty)
Custom or made-to-order items
Clearance or final sale items
Hygiene-sensitive products (if applicable)
4. Faulty or Incorrect Items
If your item is faulty, damaged in transit, or incorrect:
Contact us within 48 hours of delivery
Provide clear photos and your order details
We will assess and either:
Replace the item, or
Issue a full refund
Claims without sufficient evidence may be declined.
5. Return Process
To initiate a return:
Contact us with your order number
Wait for return approval and instructions
Send the item back using a tracked service
Returns sent without prior approval will not be accepted.
6. Return Shipping
Customers are responsible for return shipping costs unless the item is faulty or incorrect
We are not responsible for items lost in transit — always use a tracked service
7. Refunds
Once your return is received and inspected:
Approved refunds will be processed within 5–6 business days after the returned goods have been received and verified
Refunds are issued to the original payment method only
We may deduct from the refund if the item is not returned in its original condition.
8. Exchanges
We do not offer direct exchanges.
If you require a different item, place a new order after your return is approved.
9. Abuse of Policy
We monitor return activity. Any misuse, excessive returns, or fraudulent claims may result in:
Refusal of future returns
Account restrictions
Contact Details
Eco City Group Ltd
Darlington Street
Wolverhampton
WV1 4HJ
United Kingdom
📞 01902 239168
📧 info@ecocitygroup.co.uk
Bottom Line
We are fair, but firm. Follow the policy and your return will be handled smoothly.
