Returns & Refunds

Returns and refunds

We want you to be able to shop with confidence. If you change your mind, contact Eco-Faction within 14 days of receiving your order to tell us that you wish to cancel. After notifying us, return the item within 14 days.

Unless the item is faulty, damaged, incorrect, or otherwise not as described, you are responsible for the direct cost of returning it. Returned items should be unused and, where reasonably possible, in their original condition and packaging. You may inspect an item as you would in a shop, but we may make a deduction if handling beyond that has reduced its value.

Some goods may be excluded from change-of-mind cancellation rights where permitted by law, including sealed goods that are not suitable for return for health-protection or hygiene reasons once unsealed, personalised or made-to-order goods, and other statutory exceptions. Your legal rights for faulty, damaged, misdescribed or otherwise non-conforming goods are not affected.

Once a valid return is received and assessed, we will issue any refund due to the original payment method. Where the law requires it, the refund will include the standard outbound delivery charge. We aim to process refunds promptly and within the applicable statutory period.

If your order arrives damaged, faulty, incorrect or materially different from its description, contact us as soon as reasonably possible with your order details and, where helpful, photographs so that we can resolve the issue.

To start a return or ask a question, use the contact details published on the Eco-Faction store.