Order Policy
Refund Policy
All sales are final. To protect both sides, we send a confirmation video of your exact order before it ships. Please review carefully and reply to confirm.
Confirmation before dispatch
You will receive a video of your exact order, packaging, and condition before we ship. You must approve the shipment in writing. If we do not receive your approval, we will hold the order for up to 7 days. After that, it may be cancelled and restocked without a refund.
All sales are final
Once you confirm the shipment, your purchase is complete. We do not offer refunds, returns, exchanges, or cancellations for any reason, including buyer's remorse, sizing, color preference, or delayed delivery.
Damaged or incorrect orders
If the shipment arrives damaged, missing, or not as confirmed in the video, contact us within 24 hours of delivery with clear photos and a full unboxing video. We will investigate and offer a replacement or store credit at our sole discretion.
Talk to us first
By placing an order you accept this policy. If something goes wrong, message us before opening a payment dispute — we resolve most cases within 3 business days. Nothing here removes rights you may have under your payment provider's rules or applicable law.
Full policy
1. Final sale. Every item sold through EcomStudio is a final sale. We do not process refunds, returns, or exchanges once an order has been confirmed and paid. Please review all product details, sizing, and photos before you order, and ask us any question on WhatsApp first — we would rather answer ten questions than ship the wrong item.
2. Pre-shipment confirmation. Before your order is dispatched, we will send a video of the exact item(s), packaging, and condition. You must reply to confirm you are satisfied with the order as shown. If you do not approve the shipment, notify us immediately. Once shipped, the order is considered accepted by you and no refund or return will be honored.
3. Damage or mis-shipment claims. If your order arrives damaged, materially different from the confirmation video, or missing items, email us within 24 hours of delivery with your order number, clear photos of the package and contents, and a complete unboxing video. We acknowledge every claim within 3 business days. If the claim is validated we will provide a replacement or store credit; because all sales are final, cash refunds are not offered.
4. Lost or delayed shipments. EcomStudio is not responsible for delays caused by the carrier, customs, weather, or incorrect shipping information provided by the customer. Once the carrier marks the shipment as delivered, the risk of loss passes to you.
5. Payment disputes. Payment is arranged directly with our team on WhatsApp; no payment is taken on this website. If you believe there is a problem with a payment, contact us first so we can investigate — this is almost always the fastest route to a resolution. This policy does not limit any rights you may have under the rules of your payment provider or under applicable consumer law. Accounts used for repeated bad-faith disputes may be suspended and declined for future orders.
6. Changes to this policy. We may update this policy at any time. The version in effect at the time of your order applies to that order.
Frequently asked questions
Answers to common questions about refunds, returns, and disputes. Reading these before you order helps avoid surprises later.
Why are all sales final?
Our products are sourced in limited quantities and inspected individually before dispatch, and you approve a video of your exact order before it ships. Because items cannot be restocked once they have left us, all sales are final. The confirmation video is your opportunity to catch any issue first.
Can I cancel or change my order after it is placed?
Yes, up to a point. You can request changes any time before you approve your confirmation video — just message us on WhatsApp. Once you approve the shipment, the order is locked and cannot be changed or cancelled.
What is the confirmation video?
Before we dispatch your order, we record a short video showing the exact item(s), condition, and packaging. You must review it and approve the shipment in writing. This is your chance to catch any issue before it leaves our facility.
What if I do not approve the confirmation video?
Tell us immediately. We will address the issue, swap the item if possible, or cancel the order before it ships. If we do not hear from you within 7 days, the order may be restocked without a refund.
My order arrived damaged. What should I do?
Email us within 24 hours of delivery with your order number, clear photos of the package and contents, and a complete unboxing video. We will investigate and, if validated, may offer a replacement or store credit at our discretion.
Can I exchange for a different size or color?
No. We do not offer exchanges, returns, or refunds for sizing, color preference, or buyer's remorse. Please confirm all details before you approve the confirmation video.
What if my package is lost or stolen after delivery?
Once the carrier marks the package as delivered, responsibility transfers to you. We are not responsible for theft, loss after delivery, or incorrect addresses provided by the customer.
Should I dispute the payment with my bank instead?
Please contact us first — we resolve most issues within 3 business days, which is far faster than a dispute. This policy does not remove any right you have under your payment provider's rules or applicable law, but accounts used for repeated bad-faith disputes may be suspended.
How long does it take to hear back on a claim?
We typically respond within 3 business days. Claims submitted without clear photos, video, or an order number may take longer or be denied.
When is support available?
Our team is available Monday to Friday, 9:00 AM to 6:00 PM Mountain Time, excluding public holidays. Messages sent outside those hours are answered on the next business day.
For claims or order questions, email ecomstudio9@gmail.com with your order number and clear evidence. Please allow up to 3 business days for a response.