Refund Policy

Cancellation, Re-shipping and Refund Policy  

At ECOtanka, we want all of our customers to be satisfied with their purchases, so if you have any issue with your order, we promise to do our best to work with you to solve your issue.     

This policy lays out how ECOtanka deals with order cancellations, re-shipping or refunds.     

Order Cancellation     

If for any reason you have just placed your order but realized that a mistake has been made or for some reason, you would like to cancel your order, please contact us ASAP to inform us about your cancellation request. Note: Orders do not start until a deposit is paid.    

In the case that you have paid your deposit, and your order manufacturing process has not yet started, we will refund your deposit less 6% cancellation fee and any bank fee that has incurred and/or may incur.     

If your order manufacturing process has already started and RAW materials have been purchased, then unfortunately we can't cancel your order. If you insist to cancel your order at this stage, your deposit will not be refunded.  

NOTE:  All deposits are non-refundable after production has started.   

Damaged Products or Faulty Products

If you have received damaged or faulty product(s) that you believe were caused by us or manufacturer before shipping, please see below.

• If your order has arrived damaged, please document everything you see and file a written report, photos and/or videos. Then go to our support site to raise a ticket.
• If your product has a small fault that you have found, please document everything you see and file a written report, photos and/or videos.  Then go to our support site to raise a ticket.  

ECOtanka does not give any refunds for orders shipped. To fix your product if it was indeed our mistake, we offer the following solutions:

1. ECOtanka will make extra products on your next order to replace the mistake from your last order providing that it is within a 12-month period from your last order.
2. If the mistake created a difficult and unfixable situation, ECOtanka will remake all the products to be replaced and shipped to you. 
3. If none of the above works, a modified solution would need to be offered on a case-by-case at the sole discretion of ECOtanka. No money refund will be offered.

Please visit ECOtanka Support to continue with an issue-solving process.