Refund policy

The provision of goods and services is subject to availability. In cases of unavailability, we will refund the client in full within 30 days. Cancellation of orders by the client will attract a 10% charge for administration costs. We reserve the right to cancel an order for which payment has already been received. This may occur if stock is insufficient, or the quality of goods ordered does not meet our standards. Should Ecru exercise this right, the User will receive a full refund with no deductions. Any complaints or compliments regarding the standard and quality of the product or products bought by consumers through the e-commerce facility should be directed to Ecru info@ecruspaces.com

 

Many of our products are hand-woven and subject to variations and a handmade look and feel. If the customer feels that there is a defect beyond the handmade variation then the product may be returned. Non-defected products may be returned within 14 days of receiving the goods. A full refund will be given (via initial payment method). You have the right to open the package and check the contents but the product must be returned unused, and all original packaging and labelling must be intact and returned or we will be unable to issue a refund. Please keep in mind that you are responsible for the cost and safe delivery back to Ecru of all returns. We recommend courier or insured post and tracking. Defected or faulty products may be returned within 14 days and a full refund or if chosen by the customer, a swop, will be given once we have received and confirmed the fault. Ecru will be responsible for the collection of the product, in its original packaging and unused. For returns over 14 days a credit note will be issued within 30 days of purchase.

 

Please note that all items purchased as part of our sales, whether online or in a market/pop-up environment, are final sale items and do not qualify for return/exchange/refund. Gift vouchers are non-refundable.

 

Exchanges

A fee of R130 (Main areas) or R170 (Outlying area) will be levied on all exchanges. We will arrange for the collection and dispatch thereof, provided all items are in the same condition that they were received in. NO exchanges will be processed for used or damaged items. Please note that the items being exchanged MUST be returned to Ecru in their original packaging. Any items that are returned to Ecru and are damaged due to inadequate protective packaging will NOT be liable for the processing of the exchange nor the cost of the exchange and/or refund. Exchanges must be effected within 30 (thirty) days from the date of receipt of your order. The cost of international exchanges will be quoted individually. Should you wish to exchange your Ecru item, please email info@ecruspaces.com

Cancellations 

As per The Consumer Protection Act you have a right to cancel an order prior to dispatch. We charge a 10% administration fee for cancellations i.e. you will receive a refund for 90% of the order value.

We reserve the right to cancel an order even if payment has already been received. This may occur due to the unavailability of stock or raw materials or due to a quality issue. If we exercise this right, then you will receive a 100% refund with no deductions.

Feedback 

We welcome both positive and negative feedback from our customers so that we know what we are doing right, and can focus on areas where we can improve. Should you wish to give us feedback on our products, people or service then please write to us at info@ecruspaces.com