Refunds & Returns
Items purchased on EC21 are eligible for return: 30 days after delivery with the return window beginning on the day of delivery, or within 30 days of the maximum delivery date. This is called the '30 Day Window'.
Some products have different policies or requirements associated with them, and are ineligible for returns. These are:
- Final Sale by merchants - Some items are marked that the merchant is not accepting returns. These items are non-returnable. As always, you are protected by the Buyer Protection
- Custom-made goods or personalized goods;
- Previously sealed goods which have been opened after delivery, and would not be suitable for return for reasons of hygiene or health protection, for example Health & Hygiene Items such as skin lotion, toothpaste.
- Previously sealed audio or video recordings or computer software which was unsealed after delivery;
- Perishables or goods/products which deteriorate or expire rapidly. If the item you order is perishable, it is not eligible for return in most cases.
- Services - If you purchase services from a local provider, your ability to obtain a refund is subject to the provider's policies.
If an item you purchased is eligible for a refund, EC21 will process a refund on behalf of the seller to your original form of payment, along with any shipping costs you incurred when you purchased the product, unless at the time of sale you selected expedited or non-standard delivery (i.e., overnight, next day) in which case you will not be refunded for the initial shipping.
In some cases, you will be refunded without having to ship the item back. Otherwise, you will be provided a prepaid return label. You will bear the cost of the return shipping, which shall be deducted from the amount refunded to you.
Apparel returns policy
With the following exceptions, all apparel items are returnable within the 30 Day Window. Exchange of size or color may be offered by sellers, when available, after you start the return process.
Undergarments, swimwear or previously sealed apparel items that have been opened since delivery may not be eligible for return.
The Standard Returns Process
- Please check your order history to see if your item is still eligible to be returned. If it is, please contact support to initiate a return and we'll walk you through the process.
- If the item is eligible for return, you must request your return within 30 days of delivery of the item. If your item doesn't arrive, you must request a refund within 30 days of the maximum delivery date provided.
- In some cases, you may be offered a refund without requiring the item to be physically returned.
- If an item you purchased is eligible for a return and if we require you to physically return the item, you must send the item back to us within 30 days. You will be provided a prepaid return label, but the cost of any such return shipping will be deducted from your refund.
- If an item you purchased is eligible for a return, we will process a refund on behalf of the seller to your original form of payment, along with any shipping costs you incurred when you purchased the product unless at the time of sale you selected expedited or non-standard delivery (i.e., overnight, next day) in which case you will not be refunded for the initial shipping.
- Depending on your financial institution, refunds to your original form of payment can take up to 10 business days to be credited.
Buyer's Remorse (Order Cancellations, Bought by Mistake, No longer needed)
- Orders begin processing shortly after they've been placed. As a result, there's a short period where your order can be canceled successfully. If the cancellation period has passed, you may need to wait for the item to arrive in order to initiate a return request. You must place your request to return consistent with the return policy listed above.
Local Return & Refund Policies - Ship to Store Items
If you choose to ship items to a pickup location these special refund rules apply:
- If the item was delivered on time, shipping fees may not be eligible for a refund.
- Ship to store items that are not picked up by the end of the pickup window indicated in your order details may be ineligible for refunds.
We offers this policy in addition to any rights and remedies you may have with our merchants under applicable law.
