Refund policy
Refund & Returns Policy
Last updated: 14 August 2026
At Eco-Faction, we want you to be happy with your purchase. If something isn't right, please contact us and we'll do our best to help.
Returns
You have the right to cancel and return most products purchased online within 14 days of receiving your order, subject to the exclusions below.
To request a return, please contact us before sending your item back. We will provide you with the appropriate return instructions.
Returned items should be:
- Unused and in their original condition.
- Returned with their original packaging where reasonably possible.
- Securely packaged to prevent damage during transit.
- Returned within 14 days after you tell us you wish to cancel, where applicable.
Please do not send a return to an address shown on the original parcel unless we specifically instruct you to do so. Some Eco-Faction products are fulfilled by different suppliers, so the correct return address can vary.
Return Shipping Costs
If you are returning an unwanted item because you have changed your mind, you will normally be responsible for the cost of returning it unless we tell you otherwise.
If your item is faulty, damaged, incorrect or not as described, please contact us before returning it. Where required by applicable consumer law, Eco-Faction will cover reasonable return costs or arrange an appropriate alternative.
Damaged, Faulty or Incorrect Items
Please inspect your order when it arrives.
If an item is damaged, defective, incorrect or materially different from what you ordered, contact us as soon as reasonably possible and include:
- Your order number.
- A description of the problem.
- Clear photographs of the item and, where relevant, its packaging.
We will review the issue and arrange an appropriate remedy, which may include a replacement, refund or other resolution depending on the circumstances.
Your statutory rights regarding faulty or misdescribed goods are not affected by this policy.
Non-Returnable Items
Certain products may not be eligible for return once opened or used, particularly where they are sealed for health, hygiene or personal-care reasons.
Personalised or made-to-order products may also be exempt from the normal cancellation right unless they are faulty or not as described.
If you're unsure whether an item can be returned, please contact us before returning it.
Refunds
Once an eligible return has been received and assessed, we will notify you of the outcome.
Approved refunds will be issued to your original payment method.
Where you exercise a statutory right to cancel an eligible order, any refund due will be processed in accordance with applicable UK consumer law.
Banks and payment providers can take additional time to credit a refund after it has been processed.
Cancelling an Order
If you need to cancel an order, contact us as quickly as possible.
We will try to stop the order before fulfilment begins, but we cannot guarantee cancellation once an order has entered processing or has been dispatched.
If the order has already been dispatched, you may need to follow the normal returns process after receiving it.
Your Statutory Rights
Nothing in this policy limits or excludes any rights you have under applicable consumer protection law, including the Consumer Rights Act 2015 and Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, where applicable.
Contact Us
If you have a question about a return, refund or damaged order, please contact Eco-Faction through the contact details provided on our website.
Please include your order number whenever possible so we can assist you efficiently.