Returns and complaints: what § 8 actually says

Your customer's return is yours to handle

Your end customer is your customer. Their right to cancel, their complaints and their returns are handled by you — that is § 5, and it is the starting point for everything below.

What follows is the agreement between you and us.

Change of mind: 14 days, then 14 days

Unopened goods in original condition may be returned. Tell support@ecosupplements.eu within 14 days of delivery and state the Dropply order number.

We reply with the return address. Mark the parcel with the Dropply order number, and the goods must be with us within 14 days of your notice.

You pay the return carriage, and you are responsible for the goods coming back intact and unopened.

What is credited, and what is not

Once the goods have arrived and been checked, we credit the net price of the goods to your balance. Carriage is not credited. Opened or damaged goods are not credited.

Opened food supplements are never taken back. It is a short sentence with a long reason behind it, and it has no exceptions.

Damaged, wrong or missing: 48 hours

Tell us within 48 hours of delivery, with photographs. We then choose between a credit, a replacement delivery or a refund.

The deadline is short because a carrier claim is short-lived. A photograph taken on the day is worth more than a description written a week later.

Cancelling before the parcel leaves

A cancellation is not a return. An order that has not yet gone to the warehouse is cancelled and the exact amount that was taken goes back to your balance.

Once it has gone to the warehouse we cannot stop it automatically — we flag it for our staff and tell you where it stands, and nothing is credited until we know whether the parcel went out. Once it has been sent, it is a return and not a cancellation.