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At EC Portal, we want customers to have a clear understanding of how returns, refunds, and exchanges are handled. This policy applies to purchases made through our ecommerce store and is intended as practical business policy content, not legal advice.
If you need help with a specific order, damaged parcel, or eligibility question, please contact support at info@ecportal.net for case-specific assistance.
Items may be considered for return if they are received damaged, defective, incorrect, or significantly different from the order placed. To be eligible, the item should generally be unused, in the same condition as received, and returned with original packaging, tags, accessories, manuals, or promotional items where applicable.
Return requests should be made within a reasonable time after delivery. Customers should inspect their order promptly upon receipt and report any issue as soon as possible to help us review the request efficiently.
If you receive a damaged, defective, missing, or incorrect item, please contact us promptly at info@ecportal.net with your order number, a description of the issue, and clear photos if available. We may request additional details to verify the claim and arrange a suitable resolution.
Depending on the situation, the resolution may include a replacement, exchange, store credit, partial refund, or full refund, subject to inspection and stock availability.
For hygiene, safety, customization, or product-specific reasons, some items may not be eligible for return once opened, used, or delivered. This may include items marked as final sale, personalized products, perishable goods, intimate or hygiene-related items, digital goods, or any product that cannot reasonably be resold.
Items returned in used, damaged, incomplete, or altered condition for reasons not caused by us may be refused.
To start a return or refund request, contact info@ecportal.net and include your order details, reason for return, and any supporting photos. Do not send items back without confirmation from our support team, as unauthorized returns may delay review or may not be accepted.
Once your request is reviewed, we will provide the next steps, which may include return approval, packaging guidance, pickup coordination where available, or a return shipping address.
All returned items are subject to inspection after they are received by us or by the relevant fulfillment point. Approval of a return, refund, or exchange depends on the item condition, reported issue, supporting evidence, and compliance with this policy.
If the item does not meet return conditions, we may decline the request or offer an alternative resolution where appropriate.
If a refund is approved, it will generally be processed using the original payment method where possible, or another suitable method if necessary. Refund timing may vary depending on the payment method, banking channels, internal review, and the time required for the returned item to be received and inspected.
Shipping fees, handling charges, payment processing charges, or non-refundable service costs may be excluded from the refund unless the return is due to our error, a verified damaged item, or a verified wrong item sent by us.
If you would prefer an exchange, please mention this when contacting support. Exchanges are subject to product availability and approval of the return request. If the requested replacement is unavailable, we may offer another suitable option, store credit, or a refund as applicable.
If the return is due to our confirmed error, such as a wrong, defective, or damaged item, we may arrange return support or cover reasonable return shipping as determined during review. If the return is requested for other reasons, the customer may be responsible for return shipping costs.
We recommend using secure packaging and keeping shipment proof where the customer is arranging return shipping.
Orders may only be canceled before they are processed or dispatched. Once an order has been shipped, it may no longer be eligible for cancellation and may need to follow the return process instead.
Return review, exchange dispatch, and refund completion times can vary depending on the product, courier handling, verification needs, and payment channel. We aim to handle valid requests within a reasonable period and keep customers informed during the process.
For all return, refund, exchange, or order issue questions, please contact EC Portal at info@ecportal.net. Customers should contact support for case-specific help before sending any item back.
