Returns & Refunds Policy

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Returns & Refunds Policy

Last Updated: [05-Feb-2026]

This Returns & Refunds Policy applies to all retail purchases made under the ClaLux brand through the EchoGreen Labs website (https://echogreenlabs.com). For B2B, wholesale, or bulk material transactions under the EcoGreen Labs division, return terms are governed by the specific commercial agreement signed between parties.

We want you to be completely satisfied with your ClaLux products. Please read this policy carefully to understand your options.

1. Return Eligibility & Timeframe

  • Return Window: You may request a return within 7 days of receiving your order.

  • Condition: Products must be unused, unopened, and in their original packaging with all seals intact to be eligible for a full refund. Products must be returned in a resalable condition.

  • Non-Returnable Items: For hygiene and safety reasons, the following cannot be returned unless defective:

    • Opened or used personal care products (e.g., opened jars of Alum Powder, used Alum Stones).

    • Products that have been altered from their original state.

2. Grounds for Return & Refund

We accept returns and provide refunds under the following circumstances:

  • Defective or Damaged Product: You received a product that is faulty, broken, or not as described.

  • Wrong Product Shipped: You received an item different from what you ordered.

  • Change of Mind: You wish to return an unopened, unused product within the 7-day window (as per eligibility above).

3. Return Process

To initiate a return, please follow these steps:

  1. Contact Us: Email our support team at [returns@echogreenlabs.com] within 7 days of delivery. Include your order number, product name, and reason for return.

  2. Authorization: We will review your request and, if eligible, provide you with a Return Authorization Number (RMA) and instructions.

  3. Ship Back: Securely package the product in its original packaging. Include a copy of your order confirmation or the RMA slip. Ship the package to the address we provide. Please note: We recommend using a trackable shipping service. You are responsible for the return shipping costs unless the return is due to our error (wrong or defective item).

  4. Inspection & Processing: Once we receive the return, we will inspect the product. Processing may take 5-7 business days.

4. Refund Process

  • Timing: Upon approval of your return, we will initiate a refund to your original method of payment within 7-10 business days.

  • Amount Refunded: You will receive a full refund of the product price. Original shipping charges are non-refundable. If the return is due to our error, we will also refund the standard return shipping cost upon receipt of a valid receipt.

  • Deductions: Refunds may be reduced for items not returned in original condition (damaged, used, or missing parts).

5. Exchanges

We currently do not offer direct exchanges. To get a different item, please follow the return process to refund your original order and place a new order on our website.

6. Cancellations

  • You may cancel an order before it has been shipped for a full refund.

  • To cancel, email us immediately at [contact[at]echogreenlabs.com] with your order number. If the order has already been processed or shipped, our standard return policy applies.

7. Non-Refundable Situations

We cannot accept returns or issue refunds for:

  • Products damaged due to customer misuse or accident.

  • Minor cosmetic differences in natural products (e.g., variations in crystal shape or clay colour, which are natural characteristics).

  • Orders that are refused or undeliverable due to an incorrect address provided by the customer.

8. Contact Us

For all return, refund, or cancellation inquiries:

ClaLux Customer Support
Email: [contact[at]echogreenlabs.com]
Please allow 24-48 hours for a response on business days.

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