Refund and Return Policy

At Ecoplus Solution LLC, your satisfaction is our top priority. We understand that when you invest in sustainable dinnerware for your business or personal use, you expect nothing less than the highest quality products and service. That’s why we’ve developed a comprehensive Refund and Return Policy designed to protect your interests and ensure that you can shop with complete confidence.

We believe in the quality of our products and want you to feel just as confident in your purchase as we are in what we offer. If for any reason you are not completely satisfied with your order, we are here to make things right. Our team is committed to providing a fair, transparent, and hassle-free return experience so you can focus on what matters most—running your business and making sustainable choices.

I. Overview of Our Refund and Return Policy

Our Promise to You

We stand behind the quality of our products and want you to be completely satisfied with every purchase. If you are not happy with your order for any reason, you may return eligible items within 30 days of delivery for a full refund or exchange, subject to the terms and conditions outlined below.

Key Highlights

  • 30-Day Return Window – You have 30 days from the date of delivery to initiate a return.

  • Full Refund or Exchange – Eligible items can be returned for a full refund or exchanged for a different product.

  • Original Condition Required – Returned items must be in their original, unused condition with all original packaging.

  • Customer Support Available – Our team is here to assist you throughout the return process.

II. Return Eligibility

To be eligible for a return, items must meet the following criteria:

Condition Requirements

  • Unused and Unopened – Items must be in their original, unused condition with all packaging intact. We cannot accept returns for items that have been used, opened, or damaged by the customer.

  • Original Packaging – All items must be returned in their original packaging, including any boxes, bags, or protective materials.

  • Resalable Condition – Returned items must be in a condition that allows them to be resold or restocked.

Timeframe Requirements

  • 30-Day Return Window – Returns must be initiated within 30 days of the delivery date. Requests received after this period may not be accepted.

  • Proof of Purchase Required – You must provide your order number or proof of purchase to initiate a return.

Non-Returnable Items

Certain items are not eligible for return due to hygiene, safety, or custom order considerations. These include:

  • Customized or Personalized Products – Items that have been customized or branded with your logo or design cannot be returned.

  • Opened or Used Products – Products that have been opened, used, or damaged by the customer are not eligible for return.

  • Clearance or Final Sale Items – Products purchased at a discounted price or marked as final sale are not eligible for return.

  • Samples – Product samples are provided for evaluation purposes and are not eligible for return.

III. How to Initiate a Return

Initiating a return is easy and straightforward. Follow these steps to ensure a smooth and efficient process:

Step 1: Contact Our Customer Support Team

Before returning any items, please contact our customer support team to initiate the return process. You can reach us through any of the following methods:

  • Email: thongnv37@gmail.com

  • Phone: +84919912232

  • Contact Form: Available on our website

When contacting us, please provide the following information:

  • Your full name

  • Order number

  • Items you wish to return

  • Reason for the return

Step 2: Receive Return Authorization

Once we have reviewed your request, we will provide you with a Return Authorization Number (RAN) and detailed instructions on how to return your items. Please note that returns without a valid RAN may not be accepted.

Step 3: Pack Your Return Carefully

To ensure that your items arrive safely and in good condition, please follow these packing guidelines:

  • Use the original packaging if possible.

  • Securely wrap items to prevent damage during transit.

  • Include a copy of your order confirmation or return authorization.

  • Clearly write your RAN on the outside of the package.

Step 4: Ship Your Return

Ship your return to the address provided in your return instructions. We recommend using a trackable shipping method and purchasing shipping insurance, as we cannot be responsible for lost or damaged packages during return transit.

Step 5: Return Processing and Inspection

Once we receive your return, our team will inspect the items to ensure they meet our return eligibility criteria. This inspection typically takes 3-5 business days from the date of receipt.

Step 6: Refund or Exchange Issuance

After your return is approved, we will process your refund or exchange. Refunds are issued to the original payment method used for the purchase.

IV. Return Shipping Costs

Who Pays for Return Shipping?

  • Defective or Incorrect Items – If you received a defective, damaged, or incorrect item, we will cover the cost of return shipping. We will provide you with a prepaid shipping label to facilitate the return.

  • Change of Mind or Unwanted Items – If you are returning items for any other reason (such as changing your mind or ordering the wrong product), you are responsible for covering the return shipping costs.

Return Shipping Recommendations

To ensure a smooth return process, we recommend:

  • Using a Trackable Shipping Method – This allows you to monitor the status of your return and confirm delivery.

  • Purchasing Shipping Insurance – Protect your items against loss or damage during transit.

  • Keeping a Copy of Your Shipping Receipt – This serves as proof of return in case of any issues.

V. Refund Processing and Timing

How Refunds Are Processed

Once your return is received and inspected, we will process your refund to the original payment method used for the purchase. Refunds are typically processed within 5-7 business days of return approval.

Refund Timing by Payment Method

Payment Method Refund Processing Time Estimated Time to Appear in Account
Credit/Debit Cards 5-7 business days 5-10 business days
Apple Pay 5-7 business days 3-5 business days
Google Pay 5-7 business days 3-5 business days

Please note that timing may vary depending on your bank or card issuer.

Partial Refunds

In some cases, partial refunds may be granted at our discretion. These include:

  • Items Not in Original Condition – If items are returned damaged, used, or missing original packaging, a partial refund may be issued.

  • Items Returned After 30 Days – Returns received after the 30-day window may be subject to a restocking fee or partial refund.

  • Shipping Costs – Original shipping costs are non-refundable unless the return is due to our error.

VI. Exchanges

If you would like to exchange an item for a different product, we are happy to facilitate the exchange process.

How to Request an Exchange

To request an exchange, please follow the same steps as initiating a return and specify that you would like to exchange the item. Once we receive your returned item and verify its eligibility, we will process the exchange and ship the new item to you.

Exchange Shipping Costs

  • For Defective or Incorrect Items – We will cover the cost of shipping the exchanged item to you.

  • For Change of Mind Exchanges – You are responsible for covering the shipping cost of the exchanged item.

Availability of Exchange Items

Exchange items are subject to availability. If the desired item is out of stock, we will contact you to discuss alternatives or process a refund.

VII. Damaged or Defective Items

We take great care in packaging and shipping your orders to ensure they arrive in perfect condition. However, in the rare event that your item arrives damaged or defective, we are here to help.

What to Do If You Receive a Damaged or Defective Item

  1. Document the Issue – Take clear photos of the damage or defect, including the packaging if possible.

  2. Contact Us Immediately – Reach out to our customer support team within 7 days of receiving the item.

  3. Provide Proof – Share the photos and your order number with our team.

  4. Receive Resolution – We will work with you to resolve the issue, whether that means issuing a refund, providing a replacement, or offering a partial refund.

Resolutions for Damaged or Defective Items

Depending on the nature and extent of the damage or defect, we may offer:

  • Full Refund – If the item is significantly damaged or defective.

  • Replacement Item – If a replacement is available and the item is in stock.

  • Partial Refund – For minor defects or damage that does not render the item unusable.

VIII. Order Cancellations

We understand that sometimes you may need to cancel an order after placing it. Here’s what you need to know about order cancellations:

Cancellation Eligibility

  • Before Processing – If your order has not yet been processed or shipped, we may be able to cancel it and issue a full refund.

  • After Processing – Once your order has been processed or shipped, it cannot be canceled. You will need to follow the standard return process to return the items after delivery.

How to Request an Order Cancellation

To request an order cancellation, please contact our customer support team as soon as possible. Provide your order number and a brief explanation of why you wish to cancel the order.

Refund for Cancellations

If your cancellation request is approved before processing, we will issue a full refund to your original payment method within 3-5 business days.

IX. Restocking Fees

In most cases, we do not charge restocking fees for returns. However, there are some exceptions:

When Restocking Fees Apply

  • Returns After 30 Days – Returns received after the 30-day return window may be subject to a restocking fee of up to 20% of the item’s purchase price.

  • Returns of Opened or Used Items – Items that have been opened, used, or damaged by the customer may be subject to a restocking fee.

  • Bulk Order Returns – Large or bulk orders returned without prior approval may be subject to restocking fees.

Restocking Fee Policy

We will notify you of any applicable restocking fees before processing your return. If you do not agree to the restocking fee, you may choose to have the items returned to you at your expense.

X. Return Policy for International Orders

We proudly serve customers around the world and want our international customers to have a positive experience with our return process.

International Return Eligibility

International orders are subject to the same return eligibility criteria as domestic orders, including the 30-day return window and original condition requirements.

International Return Shipping

  • Return Shipping Costs – Customers are responsible for return shipping costs unless the return is due to our error.

  • Customs and Duties – Any customs duties, taxes, or fees incurred during the return process are the responsibility of the customer.

Refund Processing for International Orders

Refunds for international orders are processed in the same way as domestic orders, though timing may vary depending on your location and financial institution.

XI. Exceptions and Special Circumstances

Bulk and Wholesale Orders

If you are a wholesale or bulk customer, please refer to your specific purchase agreement for return and refund terms. In general, bulk orders are subject to the same return policy, though additional conditions may apply.

Gift Orders

If you received a product as a gift and would like to return it, you will need to provide the order number associated with the purchase. Refunds for gift returns will be issued to the original purchaser’s payment method, or store credit may be offered if the original purchaser cannot be identified.

Seasonal and Promotional Items

Items purchased during seasonal promotions or at a discounted price may be subject to different return terms. Please refer to the specific promotion terms for details.

XII. Contact Us – We’re Here to Help

If you have any questions or concerns about our Refund and Return Policy, or if you need assistance with a return, please don’t hesitate to contact us. Our team is here to help ensure that your experience with Ecoplus Solution is positive and hassle-free.

How to Reach Us

  • Email: thongnv37@gmail.com

  • Phone: +84919912232

  • Address: 1209 MOUNTAIN ROAD PL NE, STE R, ALBUQUERQUE, NM 87110, USA

We are committed to responding to all inquiries within 24 hours during business days.

XIII. Frequently Asked Questions About Returns and Refunds

Q: How do I know if my item is eligible for return?
A: Items are eligible for return if they are in their original, unused condition with all packaging intact and returned within 30 days of delivery. Please refer to the Return Eligibility section for more details.

Q: How long do I have to return an item?
A: You have 30 days from the date of delivery to initiate a return. Returns received after this period may not be accepted.

Q: Will I be refunded for the original shipping cost?
A: Original shipping costs are non-refundable unless the return is due to our error or a defective/damaged item.

Q: How will I receive my refund?
A: Refunds are issued to the original payment method used for the purchase. This includes credit/debit cards, Apple Pay, and Google Pay.

Q: How long does it take to process a refund?
A: Once your return is approved, refunds are typically processed within 5-7 business days. The time it takes for the refund to appear in your account may vary depending on your bank or card issuer.

Q: Can I exchange an item instead of getting a refund?
A: Yes, we offer exchanges for eligible items. Please contact our team to request an exchange.

Q: What if I receive a damaged or defective item?
A: Contact our customer support team within 7 days of receiving the item. Provide photos of the damage or defect, and we will work with you to resolve the issue.

Q: Do I have to pay for return shipping?
A: Return shipping costs are the customer’s responsibility unless the return is due to our error or a defective/damaged item.

Q: Can I return customized or personalized items?
A: Customized or personalized items are not eligible for return unless they are defective or damaged.

Q: What happens if I miss the 30-day return window?
A: Returns received after the 30-day window may be subject to a restocking fee or may not be accepted.

XIV. Our Commitment to Fairness and Transparency

At Ecoplus Solution, we believe in treating our customers with fairness, transparency, and respect. Our Refund and Return Policy is designed to protect your interests while ensuring that we can continue to provide high-quality products at competitive prices.

Why We Have a Return Policy

  • Customer Confidence – We want you to feel confident in your purchase, knowing that you have recourse if something goes wrong.

  • Quality Assurance – Our return policy allows us to identify and address any quality issues, ensuring that our products consistently meet your expectations.

  • Continuous Improvement – Feedback from returns helps us improve our products and services for all customers.

XV. Changes to This Policy

Ecoplus Solution reserves the right to update or modify this Refund and Return Policy at any time. Any changes will be posted on this page, and we encourage you to review this policy periodically.

Notification of Changes

If we make significant changes to this policy, we will notify you through our website or via email. Continued use of our services after any changes constitutes your acceptance of the updated policy.

XVI. Contact Us Today

We are here to ensure that your experience with Ecoplus Solution is as seamless and satisfying as possible. If you have any questions about our Refund and Return Policy or need assistance with a return, please don’t hesitate to reach out.

  • Email: thongnv37@gmail.com

  • Phone: +84919912232

  • Address: 1209 MOUNTAIN ROAD PL NE, STE R, ALBUQUERQUE, NM 87110, USA

Ecoplus Solution LLC – Sustainable Dinnerware for a Better Tomorrow