Returns & refunds

Returns, refunds and order changes

We want your Ecò order to arrive correctly and in good condition. For help, email ecolovephilippines@gmail.com with your order number and a description of the issue.

Damaged, leaking, incorrect or missing items

Please contact us as soon as you notice a problem. Photos of the item, packaging and delivery label help us assess it, but an unboxing video is not a condition for receiving assistance. Keep the item and packaging while we arrange the next steps.

For a verified defect, damage or fulfilment error not caused by misuse, we will provide the appropriate replacement, refund or other remedy under Philippine consumer law. When a return is required for such an issue, we will arrange or cover the reasonable return cost. Contact us before sending an item back so we can provide the correct return instructions.

Change of mind

Fragrance preferences are personal. We do not offer returns solely for a change of mind or scent preference after a product has been opened or used. This does not affect your rights for defective, damaged, misdescribed or incorrect goods. For an unopened item, contact us to discuss whether a return can be accommodated before posting it.

Cancellations

Contact us promptly if you need to change or cancel an order. We can make changes before the parcel is handed to the courier. Once dispatched, please contact us for assistance; cancellation may no longer be possible.

Refunds

We will confirm the approved refund amount and method by email. For cash-on-delivery orders, we will agree an appropriate refund method with you privately. Processing time depends on the payment service used. We will not request passwords or one-time security codes.

Nothing in this policy limits remedies or time periods provided by applicable Philippine law.