Refund Policy
At Excolytex, we want you to be completely satisfied with your purchase. If you’re not happy with your order, we’re here to help.
30-Day Return Policy
You may request a return within 30 calendar days of receiving your order.
To be eligible for a return, the item must:
- Be unused and in its original condition.
- Be returned in the original packaging, including all accessories, manuals, and tags (if applicable).
- Be accompanied by proof of purchase, such as your order confirmation or receipt.
We reserve the right to refuse returns that do not meet these conditions.
Non-Returnable Items
The following items cannot be returned unless they are damaged, defective, or incorrect upon delivery:
- Personal care and hygiene products that have been opened or used.
- Gift cards.
- Downloadable or digital products.
- Customized or personalized items.
- Clearance or final sale items (where stated).
Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, or you receive the wrong item, please contact us within 7 days of delivery.
To help us resolve the issue quickly, please include:
- Your order number.
- A description of the issue.
- Clear photos of the product and packaging.
We will arrange a replacement, exchange, or full refund where appropriate.
Refunds
Once your returned item has been received and inspected, we will notify you of the outcome of your refund request.
If approved, your refund will be processed to your original payment method within 5–10 business days. Processing times may vary depending on your bank or payment provider.
Original shipping charges are generally non-refundable unless the return is due to our error or the item is defective.
Exchanges
We replace items only if they are defective, damaged, or incorrect. If you require an exchange, please contact our customer support team for assistance.
Return Shipping
If the return is due to a change of mind or customer preference, the customer is responsible for return shipping costs.
If the return is the result of our error, a defective product, or an incorrect item sent by us, Ecolytex will cover the reasonable return shipping costs.
We recommend using a tracked shipping service when returning items, as we cannot guarantee receipt of returned packages.
Order Cancellations
Orders may be cancelled before they have been processed or dispatched.
If your order has already been shipped, you may return it under this Return & Refund Policy after delivery.
7. How can I contact customer support?
You can reach our support team anytime:
Email: Support@excolytex.com
Phone: +44 7848162557
We typically respond within 24–48 business hours.