Return & Refund Policy

Last updated: 14 September 2026

1. Introduction

We want customers to shop with confidence. This Return & Refund Policy explains how to cancel an online order, return a product, report a faulty or damaged item and request a refund from ECOMRACE LIMITED.

This policy applies to products purchased directly from our online store. It should be read together with our Terms and Conditions and Shipping & Delivery Policy.

Nothing in this policy limits or excludes your statutory rights under applicable consumer law.

2. Company Information

ECOMRACE LIMITED
Company Number: 14389993
Registered Office: 60 Tottenham Court Road, Suite 5070a, London, W1T 2EW, United Kingdom
Telephone: +44 127 429 8435
Business and Support Email: Wecare@ecomrace.org

In this policy, “ECOMRACE”, “we”, “us” and “our” refer to ECOMRACE LIMITED. “You” and “your” refer to the customer.

3. Your Right to Cancel an Online Order

If you are a consumer who purchases products online, you will generally have the legal right to cancel the order without providing a reason.

For most products, the cancellation period begins when the contract is formed and ends 14 days after the day on which:

• You receive the products;
• A person nominated by you receives the products; or
• You receive the final product, lot or piece where one order is delivered in separate parts.

You must notify us of your decision to cancel before the cancellation period expires.

4. How to Request a Return

To request a return, contact us at:

Email: Wecare@ecomrace.org
Telephone: +44 127 429 8435

Please provide:

• Your full name;
• Order number;
• Email address used for the order;
• Product or products you wish to return;
• Reason for the return, where applicable; and
• Photographs or supporting information if the product is faulty, damaged or incorrect.

You do not need to provide a reason when exercising a statutory change-of-mind cancellation right.

Please wait for our return instructions before sending a product. The registered office may not be the correct returns facility, and sending an item there without authorisation may delay your return.

Contacting us does not remove your responsibility to return the products within the required period.

5. Returning Products After Cancellation

Once you notify us that you wish to cancel, you must return the relevant products without undue delay and no later than 14 days after the day you communicated your decision.

Products should be:

• Securely packaged;
• Returned with all parts and accessories;
• Accompanied by proof of purchase;
• Protected against damage during transit; and
• Sent according to the return instructions provided.

Where reasonably possible, include the original packaging. The absence of original packaging does not automatically remove your statutory rights, but you remain responsible for packaging the product safely.

6. Condition of Change-of-Mind Returns

You may inspect a product in the same way that you reasonably could in a physical shop.

You should not use or handle the product beyond what is necessary to establish its nature, characteristics and functioning.

Examples of excessive handling may include:

• Prolonged or repeated use;
• Removing non-essential protective material;
• Installing or assembling a product beyond reasonable inspection;
• Washing or altering a product;
• Causing marks, stains, scratches or other damage; or
• Returning a product with missing parts or accessories.

Where permitted by law, we may reduce the refund to reflect a loss in value caused by unnecessary or excessive handling.

7. Products Excluded from Change-of-Mind Returns

The statutory right to cancel may not apply to certain products, including:

• Products made to your specifications;
• Personalised or customised products;
• Products liable to deteriorate or expire rapidly;
• Sealed products unsuitable for return for health-protection or hygiene reasons once unsealed;
• Sealed audio, video or software products once unsealed;
• Newspapers, periodicals or magazines, except subscription contracts;
• Products that become inseparably mixed with other items after delivery; and
• Other products excluded under applicable law.

This exclusion applies only to change-of-mind cancellations. It does not remove your rights if a product is faulty, damaged, unsafe, incorrect or not as described.

8. Return Shipping Costs

Change-of-mind returns

For a change-of-mind return, you will normally be responsible for the direct cost of returning the product where this was disclosed before purchase.

We recommend using a tracked and appropriately insured delivery service. You remain responsible for the returned parcel until it reaches the designated returns location.

Faulty, damaged or incorrect products

Where a product is faulty, damaged, incorrect or not as described, we will bear reasonable return costs where required by law.

You should follow our return instructions. We may not reimburse unnecessarily expensive or unauthorised return methods where a reasonable alternative was offered.

9. Refunds for Cancelled Orders

Where you validly exercise your right to cancel, we will refund:

• The price paid for the returned products; and
• The cost of the least expensive standard delivery option offered for the order, where required by law.

If you selected an enhanced, express or more expensive delivery option, we are not required to refund the amount above the cost of standard delivery.

Where only part of an order is returned, the original delivery charge may not be refundable if that charge would have applied to the retained products in any event.

10. Refund Timing

We will process a cancellation refund without undue delay and no later than 14 days after:

• The day we receive the returned products; or
• The day you provide satisfactory evidence that the products were returned,

whichever occurs first.

If no products were supplied, the refund will be processed within the period required by applicable law after cancellation.

After we issue a refund, your bank, card provider or payment service may require additional processing time before the funds appear in your account. This additional processing time is outside our control.

11. Refund Method

Refunds will normally be issued to the original payment method unless:

• You expressly agree to another method; or
• The original payment method is no longer available and an alternative arrangement is necessary.

We will not impose an additional fee for issuing a legally required refund.

Gift cards, store credit or promotional value may be refunded according to the original payment allocation and the conditions applicable to that payment method.

12. Faulty, Damaged or Misdescribed Products

Products must be:

• Of satisfactory quality;
• Fit for their intended purpose;
• As described;
• Safe where applicable; and
• Compliant with the contract and applicable law.

If a product is faulty, damaged, incorrect or materially different from its description, contact us promptly.

Please provide:

• Your order number;
• A clear description of the issue;
• Photographs or videos showing the issue where reasonable;
• A photograph of the packaging and delivery label if the parcel arrived damaged; and
• Any other relevant information reasonably required to investigate the matter.

Providing photographs helps us assess the issue but does not replace or reduce your statutory rights.

13. Short-Term Right to Reject Faulty Goods

If a product does not conform to the contract, UK consumers may have a short-term right to reject it within 30 days, subject to the Consumer Rights Act 2015.

Where this right applies, you may be entitled to a refund.

The 30-day period may be paused where you agree to a repair or replacement and may resume according to applicable law if that remedy is unsuccessful.

Different periods may apply to perishable goods whose expected life is shorter than 30 days.

14. Repair or Replacement

If the short-term right to reject has expired, you may be entitled to request a repair or replacement.

The remedy must be provided:

• Within a reasonable time;
• Without significant inconvenience; and
• At no necessary cost to you where required by law.

A particular remedy may not be available if it is impossible or disproportionate compared with another available remedy.

15. Final Right to Reject or Price Reduction

You may be entitled to a price reduction or final right to reject the product if:

• A repair or replacement is impossible;
• A repair or replacement is not provided within a reasonable time;
• A repair or replacement causes significant inconvenience; or
• A repair or replacement does not resolve the problem.

Any refund reduction for use will be applied only where permitted by law.

16. Issues Not Covered as Product Faults

We may not be responsible where a problem results from:

• Accidental damage after delivery;
• Misuse or neglect;
• Failure to follow care, installation or operating instructions;
• Unauthorised repair or alteration;
• Normal wear and tear;
• Incorrect storage;
• Use for an unsuitable purpose that was not communicated to and accepted by us; or
• A defect clearly disclosed before purchase.

We will assess each claim fairly and in accordance with applicable law.

17. Damaged Parcels

If a parcel arrives visibly damaged, please photograph:

• The external packaging;
• The delivery label;
• The internal packaging; and
• The damaged product.

Contact us as soon as reasonably possible and retain all packaging while the claim is reviewed.

Prompt notice helps us investigate with the courier, but it does not remove your statutory rights.

18. Incorrect or Missing Products

If you receive an incorrect product or an item is missing, contact us promptly with:

• Your order number;
• Details of the incorrect or missing product;
• A photograph of the contents received; and
• A photograph of the parcel label and packaging where reasonably requested.

Once verified, we will provide an appropriate remedy, which may include:

• Sending the correct product;
• Sending the missing product;
• Arranging return of an incorrect product; or
• Issuing a refund.

We will pay reasonable return costs for products sent to you by mistake.

19. Exchanges

We may offer exchanges subject to product availability and our return instructions.

If the requested replacement is unavailable, we may:

• Offer an alternative;
• Provide store credit with your agreement; or
• Issue an appropriate refund.

An exchange service is separate from, and does not limit, any statutory right to a refund, repair or replacement.

20. Sale and Promotional Products

Sale, discounted and promotional products are covered by the same statutory rights as full-price products.

A reduced price does not remove your rights where a product is faulty unless:

• The reduction was specifically due to the disclosed fault; and
• You were clearly informed of that fault before purchase.

Any additional voluntary return conditions for promotional products will be displayed with the relevant offer.

21. Gifts

Where a product was purchased as a gift, refunds will normally be issued to the original purchaser using the original payment method.

We may offer an exchange or store credit to the gift recipient where operationally possible, but we may require proof of purchase.

22. Bundles, Sets and Promotional Gifts

If a product was purchased as part of a bundle or set, you may be required to return the complete bundle to receive a full refund.

If you keep part of the bundle, we may recalculate the refund based on the individual prices or promotional terms, where fair and legally permitted.

Any free promotional item supplied with a returned purchase should also be returned. If it is retained, we may deduct its stated value where this was clearly disclosed and permitted by law.

23. Refused and Uncollected Parcels

Refusing delivery or failing to collect a parcel does not always constitute a valid cancellation notice.

You should contact us directly if you wish to cancel an order.

If a parcel is returned because:

• The address was incorrect or incomplete;
• Delivery was refused without valid cancellation;
• The parcel was not collected;
• Access could not be obtained; or
• Import charges were not paid,

we may deduct reasonable delivery, return or customs costs actually incurred from the refund where legally permitted.

24. International Returns

Customers returning products from outside the United Kingdom must:

• Follow the return instructions provided;
• Clearly mark the parcel as returned goods where appropriate;
• Complete customs documentation accurately; and
• Avoid selecting a service that creates unnecessary import charges.

Unless the return concerns a faulty, damaged, incorrect or misdescribed product, the customer will normally be responsible for international return costs and associated charges.

We are not responsible for customs charges caused by incorrect return documentation.

25. Return Inspection

Returned products may be inspected to verify:

• The product received;
• Its condition;
• Whether all components are included;
• The stated reason for return; and
• Whether excessive handling or customer-caused damage has occurred.

An inspection will not be used to unreasonably delay or deny a valid statutory refund.

If we believe a deduction or refusal is legally justified, we will explain the reason.

26. Proof of Purchase

We may request reasonable proof of purchase, such as:

• Order confirmation;
• Receipt;
• Transaction reference;
• Payment record; or
• Other evidence connecting the product to an ECOMRACE LIMITED order.

A particular type of receipt is not necessarily required where other reliable proof of purchase is available.

27. Chargebacks and Payment Disputes

We encourage you to contact us first if you believe a payment or refund is incorrect so that we can investigate promptly.

Nothing in this policy removes any lawful right you may have to contact your bank, card issuer or payment provider.

We may provide order, delivery, communication and refund records to the payment provider when responding to a payment dispute.

28. Business Customers

Statutory consumer cancellation rights apply to individuals acting wholly or mainly outside their trade, business, craft or profession.

If you purchase wholly or mainly for business purposes, returns will be governed by:

• The terms agreed for the order;
• Any applicable commercial return conditions; and
• Rights that cannot legally be excluded.

Contact us before returning a business purchase.

29. Complaints

If you are dissatisfied with how a return or refund has been handled, contact us at Wecare@ecomrace.org.

Please include:

• Your name;
• Order number;
• A description of the issue;
• Your preferred resolution; and
• Relevant supporting information.

We will review the complaint and aim to respond within a reasonable period.

30. Contact Us

For cancellations, returns, refunds or product issues, contact:

ECOMRACE LIMITED
Company Number: 14389993
Registered Office: 60 Tottenham Court Road, Suite 5070a, London, W1T 2EW, United Kingdom
Telephone: +44 127 429 8435
Email: Wecare@ecomrace.org

Please contact us before sending any return so that we can provide the correct return address and instructions.

31. Changes to This Policy

We may update this Return & Refund Policy to reflect changes in our operations, products, return procedures or legal obligations.

The updated policy will be published with a revised “Last updated” date.

Changes will not reduce statutory rights applying to an order already placed.