Refund and Returns Policy – Ettagrove

At Ettagrove, we are committed to providing a seamless shopping experience and ensuring customer satisfaction. Since all products are made to order, please carefully review the following policy before placing your order.

Customer Support

If you experience any issues with your order, please contact us at [email protected]. Our support team is always ready to assist and will endeavor to resolve your issue within 30 days of delivery.

1. Order Cancellation Policy

All items at Ettagrove are made to order. To maintain fast processing times, production begins immediately after your order is confirmed.

If you need to cancel or change your order, please contact us as soon as possible. Requests submitted within the first 6 hours are generally eligible for modification, depending on the production schedule.

Once an order has entered production, it cannot be canceled. However, we will consider each case individually and may offer alternative solutions if possible.

1.1 Cancellation & Modification Window

You can cancel or modify your order at any time before production begins.

Important Note:
Production can begin as early as 6 hours after purchase. We strongly recommend that you contact us immediately if any changes are needed.

1.2 Non-Cancellable Orders

Orders that have already begun production are not eligible for cancellation. In some cases, we may provide a replacement product depending on the issue.

1.3 Exchange Policy

Because each product is made to order, we kindly ask customers to carefully review all order details before completing the purchase.

We do not accept returns or exchanges in the following cases:

  • Incorrect size selection
  • Wrong design choice
  • Incorrect quantity ordered
  • Incorrect shipping address provided

2. Return & Refund Policy

2.1 Timeframe

Our return and refund policy is valid for 30 days after delivery. After this period, the order is considered accepted and is no longer eligible for return or refund.

2.2 Accepted Cases for Returns & Refunds

We will refund the full amount of your initial order if:

  • We will replace the product or issue a full refund if the product is damaged, defective, or incorrectly printed; if you receive the wrong product, size, or style due to our error; or if the product differs significantly from the description.
  • The product arrives in any of the following conditions:
    • The product arrives damaged.
    • The product arrives shattered.
    • The product design is not the same as the one you ordered.
    • The product size differs from what you ordered.
    • The product material differs from what you ordered.
    • The product differs from how it was described in the original.

2.3 Condition of Returned Products

Notably, returned item(s) MUST NOT meet the following conditions:

  • The item(s) have been worn or washed.
  • The item(s) have been modified in any way.
  • The item(s) are in any way defective from the original, unless the condition is our fault.
  • The item(s) do not have their original tags.
  • The item(s) have some redundant thread that can be easily cut/repaired.

The item(s) must be returned in their original condition and in their original packaging.

2.4 Proof of Order for Refund Claims

To claim a refund, you need to provide the following documentation:

  • The shipping label/receipt.
  • Proof of purchase.
  • Evidence of defective items (photos/videos).
  • Email screenshots that we previously sent to you (if applicable).

2.5 Steps for Requesting a Return & Refund

  • Submit Inquiry: Customers should send their refund inquiries to [email protected], along with the required documentation.
  • Ettagrove Response: Our customer support team will respond within 2–3 business days.
  • Pack and Ship: After receiving the return address and instructions from us, please carefully pack your items and send your return package using a traceable carrier.

Note:

  • Provide Tracking: Be sure to send your return tracking number or a picture of the return receipt to our customer support email.
  • Email Confirmation Required: If you do not have our email confirming the eligibility of your refund and return request, no refunds will be issued.
  • Do Not Self-Return: Please DO NOT automatically return the package without confirmation via email, as we cannot be held liable for lost returns.
  • Tracking is Crucial: There will be no refund issued to you if we don’t receive the return package. As a result, please send the tracking number from the carrier you used to return the item(s) to [email protected] in a separate email.

2.6 Return Shipping Costs

Customers must pay the cost of return shipping, which is not included in the amount to be reimbursed.

2.7 Refund Request Processing Time

  • Refunds are processed within 2 business days after we receive your return
  • You will receive a confirmation email once your refund is issued
  • Funds typically appear in your account within 10–15 business days, depending on your bank or card provider

3. If You Haven’t Received Your Refund

  • Check your bank account
  • Contact your credit card provider
  • If you’ve done everything and still haven’t received your refund, please contact us right away at [email protected]. Our support team will respond within 2–3 business days.

Important Notes (*)

  • Our policy lasts for 30 days since the delivery process is completed. Beyond those 30 days, the order will be considered as being accepted by the customer and no reimbursement may take place.
  • Items can be returned within 30 days of delivery and don’t have any sub-fees, except shipping cost when you send the return package.
  • If the returned package is damaged or lost during return shipping, we will not be responsible and no refunds will be issued.
  • Customers must contact the Support Team ahead of time because we cannot be held liable for any unqualified Refund & Return Requests or lost item(s) during the return process.

Thank you for choosing Ettagrove

Support Email: [email protected]

Support Time: Monday – Friday, 8 AM – 5 PM (GMT-7). We typically reply within 24h