At Ecomflow, we strive to ensure smooth and fair handling of refund and return requests. Below, you’ll find a breakdown of the types of refund requests, return processes, and important guidelines to follow.

Requesting a Refund

To initiate a refund request, clients must submit a refund request within 14 days after the delivery date.

1 - Submit a Refund Request:Refund requests must be submitted via a ticket in the Ecomflow dashboard. The request should include:

The order number.
The reason for the refund.
Supporting evidence or relevant documentation. This includes images or videos of damaged goods, or Certificates of Loss, for example.

2 - Refund Investigation:

Refund requests may be subject to investigation. Once the refund is confirmed with the relevant parties, it will be processed in the next invoice cycle and credited back accordingly. Refunds for verified issues are processed immediately after carrier confirmation, and will also show in the next invoice cycle.

If the client disputes our determination, the final decision rests with Ecomflow.

Important Note on Certificate of Loss

A certificate of loss is required for refund claims related to:

Lost packages (no tracking updates or confirmed loss by carrier).
Tracking shows delivered, but the customer reports non-receipt.

We kindly ask the customer to obtain it from their local carrier or postal service. Please refer to your carrier’s website for instructions on obtaining this document.

Some countries do not issue certificates of loss. In such cases, post office conversations may be considered as proof.

Refund Scenarios

We offer refunds in the following cases:

1 - Lost packages

If tracking shows no updates for 30+ days, or the carrier confirms that the package is lost, the shipment is considered lost, and a refund will be issued.

In cases where tracking resumes after 30 days, the refund will still be processed.
Refunds cover the Cost of Goods (COG) for the missing items.
A free reshipment is provided, covering Pick & Pack fees and shipping costs.
Clients must obtain a certificate of loss from their local carrier or postal service to confirm the package’s status.
If the product is out of stock for reshipment, the Pick & Pack fees and shipping costs will be refunded instead of free reshipment.
For orders with multiple shipments, if one shipment is lost or undelivered, only the missing items from that shipment are eligible for a refund.

2 - Delivered but not received

If tracking indicates that the package was delivered but the customer reports non-receipt, an investigation will be initiated to determine the package’s location.

A certificate of loss is required to confirm the package’s status if necessary.
If the customer cannot obtain a certificate of loss, Ecomflow will not issue a refund.
If the investigation confirms that the package was delivered to the wrong address, a full refund will be issued, including COG for the lost items, and free reshipment of the item (including Pick & Pack and shipping costs).

3 - Damaged or partially damaged products

Photo or video proof of the damaged product and packaging is required.
Claims submitted after 14 days will not be accepted.
Refunds cover the COG of the damaged items, and free reshipment is provided, covering Pick & Pack fees and shipping costs.
Ecomflow does not handle returns for defective items. High import and shipping costs make returning and repairing defective items impractical. Return of a damaged item is thus not required for refund processing.
Factory defects are non-refundable unless the damage is caused by Ecomflow’s handling.
For low-quality items requiring returns, the brand is responsible, and return costs are not covered by Ecomflow.

4 - Wrong item received

If the wrong item is received, most brands choose to let customers keep the incorrect item. In these cases, a refund will be processed without requiring a return.

Refunds cover the COG of the wrongly shipped items, and free reshipment is provided, covering Pick & Pack fees and shipping costs.
If the correct item is out of stock, the COG is refunded, as well as Pick & Pack fees and shipping costs. A reshipment will not be processed in this scenario.
For high COG items, it is possible to return the incorrect item to Ecomflow’s warehouse for reshipment. The cost of this return is covered by Ecomflow. Please submit a ticket in the Ecomflow dashboard following the usual returns process.

5 - Missing items

If any items are confirmed missing from the order, they will be shipped free of charge, covering Pick & Pack and shipping fees.
The order number and YunExpress tracking information are required to verify the claim.
If only part of the order is missing, only the missing items will be reshipped.

6 - Postage and customs fees

Most shipments are sent DDP (Delivery Duties Paid), meaning customs fees are already covered.
However, some shipments (DDU, DHL, FedEx) may still incur customs duties.
If a customs fee is charged, customers must pay it upfront and submit a receipt to request reimbursement.

Scenarios Where Refunds Are Not Offered

For the following cases, refunds are not our responsibility and should be handled by the brand:

7 - Returned to sender (RTS)

If a package is returned to the sender (RTS) due to courier error, no refund is issued. A claim can be filed with the carrier.
If RTS occurs due to customer error (e.g., incorrect address or unavailability), no refund is provided. Ecomflow will make every effort to retrieve the correct information and reship the order at the brand owner's expense.
A refund will only be issued if the package remains undelivered or no redelivery notification is received within 2 months.
RTS packages will remain at the local courier’s facility for 1-2 days. Customers will be notified if their package is being held. If no response is provided within 1-2 days, the item will be sent back to the Ecomflow warehouse. In some instances, the item may be destroyed by the courier. Ecomflow does not refund in this scenario.

8 - Damaged or partially damaged packaging

No refunds are issued for damaged packaging alone. Customers are encouraged to seek compensation from the carrier.
If the product inside remains intact but is partially damaged, no partial compensation will be given.

9 - Orders delayed due to external factors

Refunds will not be issued for delays caused by:

Customs processing or regulatory inspections.
Strikes and country-specific policies.
Force majeure events (e.g., natural disasters, political unrest, etc.).

10 - Customer refusal to accept the package

If a customer refuses to accept a package, except in cases where the product is damaged, no refund will be issued.

11 - Quality not as expected

If the product does not meet the customer’s expectations or does not match the online description, disputes must be handled directly by the brand.
Brands may define their own policies for quality disputes. Ecomflow does not refund in this scenario.

12 - Customer changed their mind (Buyer’s Remorse)

Ecomflow does not process refunds for change-of-mind returns.
Brands must set their own return policies for these cases and provide return labels if they accept returns. Ecomflow can receive and restock returned items.

13 - Incorrect shipping address provided by customer

Ecomflow cannot change the address once the order has shipped.
If the order is returned due to an incorrect address, brands must decide whether to reship (at their cost) or issue a refund.
Brands are encouraged to clarify their policies on misaddressed shipments on their website.

14 - Exchange Requests

Ecomflow does not process exchange requests. A brand can arrange a new shipment through Ecomflow (at the brand's expense, as per usual fulfillment).
Ecomflow can receive and restock returned items.

15 - Duplicate orders or accidental purchases

If a customer accidentally places two orders, the shipment might be canceled if Ecomflow is informed within 12 hours after order placement. This can only be done via a ticket submission.
Ecomflow can receive and restock duplicate orders but does not process refunds for accidental purchases.

16 - Delays due to unsuccessful delivery attempts

If the carrier makes three unsuccessful delivery attempts (e.g., the customer was not home or did not accept the parcel), the parcel will be returned to our warehouse. In this case, Ecomflow will attempt to re-ship the parcel to the customer. This process typically takes between 2 weeks to 2 months.
If the shipment is successful within 2 months after order placement, a refund does not apply.
If the reshipment takes longer than 2 months, a refund of the COG and shipping fees will be granted.

17 - Manufacturer defects

If a product breaks after delivery, it falls under a manufacturer’s warranty rather than a shipping issue.
Ecomflow does not handle manufacturer warranties but can ship replacements if requested (standard rates apply).

18 - Expired product upon delivery

Brands are responsible for tracking expiration dates on products stored in our warehouse.
Brands must ensure that there is a long enough time frame to ship out all stock before the expiration date.
Ecomflow will not cover any costs or claims related to expired products.

19 - Leaking or damaged cosmetics in transit

Ecomflow is responsible if:

The product was damaged in the warehouse. This excludes any items that are damaged before inbounding.
Protective packaging was missing or insufficient.

Ecomflow is not responsible if:

The carrier damaged the package in transit.
The product leaked due to manufacturer defects or temperature conditions.
Brands should specify packaging requirements and instruct on how to handle transit-sensitive items.

Suggestion: Brands should set clear policies for duplicate order refunds and returns.

Processing Carrier Claims

Ecomflow does not process refunds for carrier-damaged packages—claims must be reviewed and approved by the carrier before any compensation is issued.

To initiate a claim for any carrier-related issue, such as damaged packages, non-delivery, or faulty delivery, brands must submit the claim directly through the carrier’s online claims portal or contact the carrier’s customer service. Most major carriers have a submission deadline of 7 to 30 days from the delivery date, depending on the type of issue. To ensure timely processing, it is recommended to submit claims within 7 days.

Return Policy

We accept returns on a small scale and inspect them for quality and resale while we explore partnerships for large-scale return processing. To process a return, please follow the returns process.

Please note that sending a package back will reveal its origin in China. We cannot send returns back to suppliers for repairs. Additionally, broken or damaged items do not need to be sent back for a refund to apply.

Key Takeaways

Certificate of Loss is only needed for lost packages or delivered but not received cases.
Refunds may be investigated before confirmation and are processed in the next invoice cycle.
Wrong items are usually kept by customers, with a refund and free reshipment provided. High COG items can be returned to Ecomflow at no cost.
Damaged items do not need to be returned for a refund. Proof (photo/video) is required.
No refunds for RTS, packaging damage, customs delays, or quality disputes.

We know that refund and return situations can sometimes be frustrating, and we appreciate your patience as we work through them. If you have any questions or need further assistance, please don’t hesitate to get in touch with our Customer Support team. We’re always happy to help!

Refund Policy