Returns & Refund Policy
ECOCANA reserves the rights to accept or reject the returning and refunding of a product. NOT All products are returnable. Please contact ECOCANA if you are unsure / undecided.
You can return purchases from ECOCANA by mail or at any of our physical retail location, regardless of whether you made your purchase online, by phone or in an online store.
You must inform ECOCANA at firstname.lastname@example.org within seven (7) working days of the product shipment date if return is desired. You must get written approval/confirmation (via email) from ECOCANA prior to returning a product.
For approved returning, the returned product must be in its original packaging which is unopened / unused / unassembled condition. ECOCANA will confirm further on the returning arrangement.
You are responsible for the shipping cost as well as product damages/losses of the during the return shipping, thus is advised to use insured courier shipping (PosLaju, Citylink, Fedex, DHL, etc.). You must ship and return the product to ECOCANA within seven (7) working days after receiving the return confirmation notice.
Restocking Fee: Unless the product is defective or the return is a direct result of ECOCANA’s error, a restocking fee of 10% + Shipping Cost (RM10 or actual shipping cost regardless FREE SHIPPING during the purchase, whichever is higher) may be charged on the particular product.
For a faulty or defective product found within seven (7) working days of receiving, ECOCANA will pay for the return shipping cost (compensate as shopping point/voucher to the customer’s account at ECOCANA). Customer must inform ECOCANA within seven (7) working days of receiving the product.
For products later than seven (7) working days, the customer will have to ship the product to ECOCANA for warranty claim at his / her own cost.
NOTE: You must include a copy of proof of purchases (receipt, shipping invoice, or member purchase history) for all returns.
ECOCANA would only refund full amount due to the product is unable to be delivered within 14 working days. Once we receive the returned item, a refund is initiated within three (3) working days. It would be processed based on your original payment method:
If you paid by credit card, refunds will be sent to the card-issuing bank within 14 business days of receipt of the returned item due to process of request refund to payment gateway.
If you paid the purchase by Bank Transfer / Debit card (FPX), refunds will be refund via money bank transfer to your local bank account within three (3) working days.
Products purchased from ECOCANA online using voucher/gift card will be refunded to you as voucher/gift card by email within three (3) working days