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At ecotanka.shop want all our customers to be satisfied with our products, so if you have an issue with your purchase, we do our best to work with you to solve your issue.
This policy lays out how ECOtanka.shop deals with order cancellations, resending a replacement product or refund.
Order Cancellation
If you would like to cancel your order before our warehouse has processed it, please contact our team by the contact form on the website or at sales@ecotanka.com who will be happy to look into this for you. If your order has been processed for shipping, sorry that we won't be able to cancel your order.
If your order has been canceled successfully,` ECOtanka.shop offers a full refund less any third-party payment processing fees.
Product Received but Damaged
If you have received your order and it is damaged or partially damaged, you can request one of the following:
a) Your product arrived badly damaged, provide a photo and or video enough to prove the damage, ECOtanka.shop will give a full refund upon ECOtanka.shop's acceptance of the proof of the damage, or resend a free replacement product.
b) Your product arrived partially damaged, ECOtanka.shop will provide a partial refund or a free replacement upon ECOtanka.shop's acceptance of the proof of the damage.
c) If your product arrived in good condition but the packaging was damaged, ECOtanka.shop does not offer any compensation.
The approval of any refund or exchange is at the complete discretion of ECOtanka.shop.
My Order has not been Delivered.
If your order has not been delivered, please check ECOtanka.shop shipping page for your location's expected time of delivery.
ECOtanka.shop will not offer a refund or free replacement if the tracking information shows the order has been delivered.
If your order has not been delivered and is showing one of the following issues on your tracking information, then ECOtanka.shop has no liability. This is a customer problem that needs the customer to take action.
Approved Delivery Issues
a) non-delivery certification issued by the local post office.
b) Incorrect/insufficient address.
c) No such number.
d) Unknown recipient.
e) Refused.
f) Did not pick up in time.
g) No safe delivery location.
h) Uncleared customs.***
i) Others.
Product Returns
Products can be returned to ECOtanka.shop China warehouse only. However, we strongly suggest not returning the product due to very high international postage costs and the time it can take (up to 3 months) to arrive at our ECOtanka.shop warehouse. There is a very high chance your returned product could be lost or damaged in the return post.
ECOtanka.shop will only give a full refund if
1. When the returned product arrives.
2. The product must be in the same condition as we sent it to you.
3. Any return fees such as customs and third-party payment fees will be deducted from your refund.
Please visit ECOtanka Support to continue with your required process or visit ECOtanka Shipping for more information.