Refund policy

At Ecoly Store, we maintain a 14-day return policy in accordance with European Union consumer protection laws. This means you have the right to cancel your order and request a return within 14 days of receiving your item, strictly subject to the comprehensive hygiene, health protection, and personal care restrictions outlined below.

CRITICAL HYGIENE, HEALTH PROTECTION & PERSONAL CARE EXCEPTIONS
Due to strict European health protection and hygiene regulations, the vast majority of our catalog consists of items that are permanently excluded from the right of withdrawal once their protective factory seal, hygiene sticker, shrink-wrap, or original packaging has been opened, broken, or tampered with after delivery.

This strict non-returnable policy applies directly to:
• All cosmetic, skincare, and topical products (including serums, oils, patches, and creams)
• Intimate apparel, personal garments, and wearables (including lingerie, underwear, and medical or compression shapewear)
• Personal care, oral care, and wellness devices (including anti-snoring devices, mouthguards, nasal dilators, and ear cleaning tools)
• Beauty, grooming, and skincare tools (including facial rollers, pore vacuums, and hair removal devices)
• Any wellness or health products that come into direct contact with the skin, hair, breath, or bodily fluids

These specific items can ONLY be returned if the original protective factory seal, hygiene sticker, or shrink-wrap packaging remains completely unbroken, unopened, and in its original, pristine condition. Once a seal is broken, a box is opened, or a product is tested, the right to a refund or exchange is legally and permanently forfeited due to health and safety standards.

Standard Return Eligibility (For Sealed/Non-Hygiene Items Only)
To be eligible for a return on items not covered by the hygiene exemption, your item must be in the exact same condition that you received it: unworn or unused, with all original tags attached, and in its original, undamaged packaging. You will also need the receipt or digital proof of purchase.

How to start a return procedure:
To start a return for an eligible, unopened item, you must contact us first at info@ecolystore.com. Returns must be shipped to our European distribution address:

Ecoly Store
Houtvoortstraat 24E
9170 Sint-Gillis-Waas
Belgium

Important information regarding return shipping costs:
Please note that the costs for returning the goods are fully covered by the customer. Items sent back to us without first requesting a return via info@ecolystore.com will not be accepted. We strongly recommend sending your return shipment with a reliable Track & Trace service, as we cannot be held responsible for lost or undelivered return packages.

Damages and issues upon delivery
Please inspect your order immediately upon receipt. In the event of a factory defect, transit damage, or if you received the wrong item, contact us immediately at info@ecolystore.com, including clear photos or videos of the issue. We will evaluate the situation right away and provide an appropriate solution (such as a replacement or refund).

Exchanges
The fastest way to ensure you get what you want is to return the eligible item you have according to the procedure above. Once the return is accepted, you can make a separate purchase for the new item directly on our webshop.

Refunds
Once we have received and inspected your return shipment at our address in Belgium, we will send you a confirmation email. We will notify you whether the refund has been approved based on the verification of the unbroken seals. 

If approved, the purchase amount will automatically be refunded to your original payment method within 10 business days. Please note that it can take some time for your bank or credit card company to process and post the refund. If more than 15 business days have passed since we approved your return, please contact us at info@ecolystore.com.