EcoHeart Terms of Sale: Return & Replacement Policy

Effective Date: 3 December 2025

At EcoHeart, we are dedicated to delivering sustainable, high-quality craftsmanship. Due to the inherent nature of our materials and the handcrafted process, we urge all customers to review the following terms regarding returns, refunds, and replacements prior to purchase.

By placing an order with EcoHeart, you acknowledge and agree to the terms outlined below.

1. Nature of Goods & Material Disclaimer

Our products are handcrafted from natural materials, including wood and bamboo. Consequently, no two items are identical. Please be advised that:

Visual Variations: Differences in grain pattern, color tonality, and texture are intrinsic characteristics of natural materials.

Handcrafted Nuances: Minor irregularities resulting from the hand-manufacturing process are not considered defects.

These variations confirm the authenticity of the product and do not qualify as grounds for return or replacement.

2. "All Sales Final" & No Refund Policy

All purchases made through EcoHeart are final. We operate under a strict No Refund Policy. Once an order is confirmed and processed, we do not offer monetary refunds, cancellations, or exchanges for alternative products.

We expressly deny refund requests based on:

Change of mind or buyer’s remorse.

Dislike of natural variations (grain, color, texture).

Errors made by the customer regarding size, dimension, or aesthetic compatibility.

Delays in courier delivery beyond our control.

3. Replacement Policy (Damaged or Defective Items Only)

While we conduct rigorous quality control, we acknowledge that damages may occur during transit. EcoHeart will provide a replacement of the exact same product only under the following strict conditions:

A. Eligibility Criteria

Reporting Window: The issue must be reported to EcoHeart within 48 hours (2 days) of the delivery timestamp. Requests received after this window will be automatically rejected.

Scope of Damage: The product must have arrived in a visibly damaged state (e.g., cracked, broken) or be functionally defective.

Condition: The item must remain unused, unwashed, and in its original condition with all packaging, tags, and accessories intact.

B. Mandatory Evidence

To process a claim, the customer must provide digital proof.

Note: An Unboxing Video is required to adjudicate claims of missing items or severe transit damage. Video must be unedited and clearly show the defect and the condition of the outer packaging.

4. The Replacement Process

To initiate a replacement request, strictly follow this procedure:

Contact: Email support@ecoheart.in within 48 hours of delivery.

Documentation: Your email must include:

Order Reference ID.

Clear, high-resolution video evidence of the damage.

A brief description of the issue.

Adjudication: Our Quality Assurance team will review the claim within 48 business hours.

Resolution:

If the claim is approved, we will dispatch a replacement unit at no additional cost to you.

If the specific item is out of stock, EcoHeart reserves the right to offer a replacement product of equivalent value. Monetary refunds will not be issued.

5. Exclusions & Voided Claims

EcoHeart reserves the right to reject replacement requests under the following circumstances:

The claim is raised after the 48-hour reporting window.

The product shows signs of use, alteration, or modification by the customer.

Damage is caused by customer negligence, improper handling, or failure to follow care instructions (e.g., exposure to extreme moisture, direct sunlight, or harsh cleaning agents).

The "defect" is a natural characteristic of the wood/bamboo (as defined in Section 1).

6. Contact Us

If you have any questions about our Returns and Refunds Policy, please contact us by e-mail ecoheartindia@gmail.com

7. Jurisdiction

All disputes are subject to the exclusive jurisdiction of the courts in Bikaner, Rajasthan.