In short
- A piece that arrives damaged, faulty or not what you ordered: we put it right.
- Tell us within [To confirm: the number of days after delivery], with your order number and a photo.
- Message us first; we will tell you how to send the piece back.
We want you to be happy with every ECOCO piece you buy from Ecoco for Living. If something is not right, this page explains what to do and what we will do. Your rights under the Consumer Affairs Authority Act, No. 9 of 2003, are not affected.
Something wrong with your order?
If a piece arrives damaged, faulty, incomplete or not what you ordered, please tell us within [To confirm: the number of days after delivery to report a problem]. Send your order number and a photo of the piece (and of the box, if it is damaged) by WhatsApp or to hello@ecoco.lk. The WhatsApp number is on our Contact page.
Please check your parcel when it arrives. If the box is clearly damaged, take a photo before you open it.
We will replace the piece, or refund it if a replacement is not possible, at no cost to you.
Changed your mind?
[To confirm: whether change-of-mind returns are accepted, and within how many days of delivery]
A piece returned because you changed your mind must be unused, in its original packaging and with all its parts. The cost of sending it back is yours.
Exchanges
If you would like a different piece or colour instead, message us. Exchanges depend on stock and follow the same rules as returns.
What we cannot take back
- Pieces that have been used, fixed to a wall or surface, or damaged after delivery.
- Bathroom and kitchen pieces that have been used, for hygiene reasons.
- Pieces returned without telling us first.
[To confirm: this list of pieces that cannot be returned]
How to return a piece
- Message us with your order number and the reason for the return.
- We confirm the return and tell you how to send the piece back, by courier or by bringing it to our store at 275, 1/1, Galle Road, Wellawatte, Colombo 06.
- Pack the piece well, in its original packaging if you still have it.
Refunds
Once the piece reaches us and we have checked it, we tell you whether the refund is approved.
- How we refund: [To confirm: how refunds are paid, for example to your bank account or back to your card, and how cash-on-delivery orders are refunded].
- How long it takes: [To confirm: the number of working days a refund takes after it is approved].
- Delivery charges: [To confirm: whether the delivery charge is refunded].
Warranty
[To confirm: whether ECOCO pieces carry a warranty, for how long, and what it covers]
If a piece develops a fault, send us your order number and a photo on WhatsApp and we will help.
Cancelling an order
You can cancel an order until it is sent: message us with your order number as soon as you can. Anything you have paid is refunded in full. Once an order is on its way, please follow the return steps above.
Contact us
For a return, an exchange or any question about this page, write to hello@ecoco.lk or message us on WhatsApp (the number is on our Contact page).