Updated return and exchange policy: transparent terms and conditions

We have updated the exchange and return policy at eCotton/Ecoton, making it shorter, clearer, and more user-friendly. This news item covers the most important information you need to make a stress-free purchase: which categories can be returned/exchanged, within what time frame, who pays for shipping, and what to do if you receive the wrong item or a defective product. Our goal is to ensure that you have no questions or unnecessary worries.

 

The main points in brief

• 14 calendar days for exchanges/returns for permitted categories, provided that the product is in good condition and the packaging, labels, and receipt are intact.
• For hygiene categories (including bed linen, pillows, blankets, throws, and other sewing products), exchanges/returns of goods of good quality are not provided for (exceptions are established by Resolution of the Cabinet of Ministers of Ukraine No. 172). We are always ready to consider individual cases and help find a solution.
• If you have received the wrong product or found a manufacturing defect, we will replace the product or refund your money. Logistics for confirmed defects are at our expense.
• Refunds are made within 20 business days to the specified bank details.

 

What has changed (and why it is convenient)

• We have simplified the wording and moved the most important information to the beginning: terms, list of exceptions, procedure.
• We have added clear scenarios: “changed my mind/did not fit”, “wrong item/defect”, “custom-made/non-standard” — so that it is easy to understand which steps are yours and which are ours.
• We have specified the refund period and who pays for shipping in different cases — transparently and without fine print.

 

What is allowed and what is not

Allowed (if the category allows returns/exchanges)

• Exchange or return the item within 14 days, provided that the item has not been used, the packaging, labels, seals are intact, and you have the proof of purchase.

 

Not allowed (items of good quality related to hygiene)

• Bed linen (sets, duvet covers, sheets, pillowcases).
• Pillows, blankets, throws, and other sewn products from the home textiles category.
• Fabrics/yard goods and a number of items specified by CMU Resolution No. 172.

We understand the sensitivity of such purchases and are ready to help you choose in advance (size, material, feel) to avoid disappointment.

 

If the wrong product was delivered or there is a defect

Sometimes mistakes happen — and that is our responsibility.

• Let us know as soon as possible: by phone, Telegram/Viber, email — whichever is convenient for you.
• Attach photos/videos for faster verification.
• We will replace the product with the correct one or refund your money — at the buyer's discretion.
• Delivery in case of a confirmed defect is at our expense.

 

How to arrange an exchange/return: 4 simple steps

1. Contact the manager and briefly describe the situation.
2. Add a photo (if it is a mismatch/defect).
3. Agree on the method of return/exchange (delivery, pickup).
4. Send the goods in their original packaging with labels and documents.

After acceptance and verification, we will exchange or refund within the specified time frame.

 

Who pays for delivery

• “Changed my mind/didn't fit” (proper quality, permitted category): delivery is usually paid by the buyer.
• Miscellaneous / manufacturing defect: we cover the logistics costs.

 

Refund terms

We will refund the payment to the specified bank details within 20 business days after receiving and checking the goods. Thank you for your understanding: this period takes into account banking procedures and internal verification.

 

Custom orders and non-standard sizes

Products manufactured to individual specifications (non-standard sizes, custom tailoring) are considered goods with individually defined properties. They cannot be returned/exchanged on the grounds of “did not fit”, but in the event of a defect, we will, of course, replace the product or refund the payment.

 

How to avoid disappointment: tips before buying

• Accurately measure the size of the mattress/blanket/pillows (take into account the height of the side for fitted sheets).
• Choose material according to the season and your family's habits (satin is smooth and dense, calico is practical, ranforce is a good balance).
• If you are unsure about the shade, check with the manager, we will advise you and take photos in different lighting.
• If you are buying a gift, ask about matching accessories (pillowcases, blankets, towels).

 

Contacts and pickup

You can arrange an exchange/return by delivery within Ukraine or use pickup at our stores (check the schedule in “Contacts”). Addresses and phone numbers are listed on the website — we are always available and ready to help.

 

Trust and support

Our policy is based on a balance of hygiene requirements, the law, and common sense. We always try to resolve issues in favor of the customer, if this does not contradict general rules and safety. Thank you for choosing eCotton/Ecoton — may each of your purchases be confident and joyful.

 

Need help with your order?

Write to us in any convenient way — we will advise you on categories, terms, and packaging so that everything goes quickly and smoothly.

eCotton/Ecoton — shopping without worries.

 

The detailed current version of the “Exchanges and Returns” section is always available on the website.