Returns and Refunds Policy

At Ecowood Export LTD, we are committed to delivering high-quality timber derivatives, including Wood Chips, African Tree Barks, and Dried Wood Incense, that meet your expectations.

Our Returns and Refunds Policy is designed to ensure your satisfaction while maintaining transparency and fairness.

If you encounter any issues with your order, we’re here to make it right.

Our Commitment to Quality

We take pride in sourcing our products sustainably and ensuring they meet rigorous quality standards.

However, if you receive a defective product, we offer a straightforward returns and refunds process to address your concerns.

Returns Policy

Eligibility for Returns: Returns are accepted for defective products within 15 days from the date of delivery. A product is considered defective if it is damaged, spoiled, or does not match the description provided on our website.
Condition of Returned Products: Products must be unused, in their original packaging, and in the same condition as received. For Dried Wood Incense, the packaging must remain sealed to qualify for a return.
Non-Returnable Items: Due to the nature of our products, non-defective items or products that have been opened or used (except for quality testing) are not eligible for return unless otherwise agreed upon.

Refund Process

Requesting a Refund: To initiate a return, contact us within 15 days of delivery at info@ecowoodexport.com or +44 7778 547055, providing your order number, proof of purchase, and details of the defect (including photos if applicable).
Inspection: Returned products will be inspected upon receipt to verify the defect. We reserve the right to deny a refund if the product does not meet our return criteria.
Refund Timeline: Once approved, refunds will be processed within 7 business days of receiving the returned goods. Refunds will be issued to the original payment method or as store credit, at your discretion.
Shipping Costs: For defective products, Ecowood Export LTD will cover return shipping costs. For non-defective returns approved on a case-by-case basis, the customer is responsible for return shipping costs.

How to Return a Product

Contact our team at info@ecowoodexport.com or +44 7778 547055 to request a return authorization.
Package the product securely in its original packaging, including all documentation.
Ship the product to: Ecowood Export LTD, 24-26 Arcadia Avenue, Fin009/Govonly, London, United Kingdom, N3 2JU.
Once received and inspected, we’ll notify you of the refund status.

Exclusions

Bulk orders or custom-sourced products may have specific return conditions, which will be outlined at the time of purchase.
Products damaged due to improper handling or storage after delivery are not eligible for refunds.
International orders may be subject to additional customs or import regulations, which are the customer’s responsibility.

Customer Satisfaction Guarantee

Your trust is our priority. If you’re not completely satisfied with your purchase due to a defect, our team will work with you to resolve the issue promptly.

For non-defective products, contact us to discuss potential solutions, such as exchanges or store credit, on a case-by-case basis.

Contact Us

For questions about our Returns and Refunds Policy or to initiate a return, reach out to us:

Email: info@ecowoodexport.com
Phone: +44 7778 547055
Address: 24-26 Arcadia Avenue, Fin009/Govonly, London, United Kingdom, N3 2JU
Business Registration: Ecowood Export LTD is registered with UK Companies House, Company Number 16519821. Verify Registration

Last Updated: July 3, 2025

Need Assistance?

Our team is here to help. Contact us today to discuss your return or explore our full range of sustainable timber derivatives.