Return Policy
Last updated:
Return Eligibility
We want you to be completely satisfied with your purchase. In accordance with Canadian consumer protection laws, you may return unopened and unused products within 30 days of delivery for a full refund or exchange. Products must be in their original packaging, unopened, and in the same condition as when received. For hygiene and safety reasons, opened tea products cannot be returned unless they are defective or damaged.
Non-Returnable Items: Due to the nature of our products, the following items are not eligible for return: opened tea packages, personalized or custom-blended teas, gift cards, and items purchased on clearance or final sale.
How to Return
To initiate a return, please contact us within 30 days of delivery:
- Email: word@ecoieflame.world
- Phone: +1 (613) 241-1291
- Contact form on our website
Please provide your order number and reason for return. We will respond within 2 business days with return instructions and a Return Merchandise Authorization (RMA) number. You must include this RMA number with your return shipment. Returns without an RMA number may be refused.
Return Shipping
Return shipping costs are the responsibility of the customer unless:
- The return is due to our error (wrong item shipped, defective product)
- The product was damaged during shipping
- The product received does not match the description
In these cases, we will provide a prepaid return shipping label or reimburse your return shipping costs. We strongly recommend using a trackable shipping method for all returns, as we cannot be responsible for items lost in transit. We recommend insuring return shipments for their full value.
Refund Process
Once we receive and inspect your returned item, we will process your refund within 5 to 10 business days. Refunds will be issued to the original payment method used for the purchase. Please allow additional time for your financial institution to process the refund to your account.
Refund Amounts: You will receive a full refund of the product price. Original shipping charges are non-refundable unless the return is due to our error. If you received free shipping on your original order and return items that bring your order below the free shipping threshold, we may deduct the original shipping cost from your refund.
Exchanges
If you wish to exchange an item for a different product, please contact us to arrange the exchange. Exchanges are subject to product availability. If the item you wish to exchange for is of higher value, you will be charged the difference plus applicable shipping. If it is of lower value, we will refund the difference. Exchanges must be requested within 30 days of delivery and follow the same return conditions as regular returns.
Damaged or Defective Items
If you receive a damaged or defective item, please contact us immediately (within 48 hours of delivery) with photos of the damage or defect. We will arrange for a replacement or full refund, including return shipping costs, at no charge to you. We may request that you return the damaged item for quality control purposes, but we will provide a prepaid return label.
Late or Missing Refunds
If you haven't received your refund within 10 business days after we've processed it, please check your bank account again and contact your credit card company or bank, as it may take some time before your refund is officially posted. If you still have not received your refund, please contact us at word@ecoieflame.world.
Subscription Cancellations
You may cancel your subscription at any time by contacting us or through your account settings. Cancellations will take effect at the end of your current billing cycle. You will continue to receive shipments until the cancellation takes effect. No refunds will be issued for shipments already processed or in transit. If you wish to cancel immediately and return an unopened shipment, you may do so following our standard return policy within 30 days of delivery.
Consumer Rights in Canada
This return policy is in addition to your rights under Canadian consumer protection laws, including the Consumer Protection Act (Ontario) and similar provincial legislation. Nothing in this policy limits your statutory rights as a consumer. Key consumer rights include:
- The right to receive products that match their description
- The right to cancel certain contracts within a cooling-off period
- The right to protection against unfair business practices
- The right to seek remedies for defective or misrepresented products
If you have concerns about a purchase, you may contact:
- Ontario: Consumer Protection Ontario at 1-800-889-9768 or visit ontario.ca/page/consumer-protection
- Other Provinces: Your provincial consumer protection office
- Federal: Competition Bureau Canada for competition-related issues
Cooling-Off Period
Under Ontario's Consumer Protection Act, certain contracts may be cancelled within 10 days of signing. If you purchased a subscription or entered into a contract for future delivery of goods, you may have the right to cancel within 10 days for a full refund, provided the goods have not been delivered. This cooling-off period applies to contracts entered into at a place other than our regular place of business (e.g., online purchases).
Warranty Information
All products sold by Ecoieflame come with an implied warranty of merchantability under the Sale of Goods Act (Ontario). This means products must be fit for their intended purpose and of merchantable quality. If a product is defective or does not meet these standards, you have the right to a refund, replacement, or repair, depending on the circumstances. This warranty is in addition to any express warranties we may provide.
Contact Us
If you have questions about our return policy or need assistance with a return, please contact us:
Customer Service
Ecoieflame
53 York Street
Ottawa, ON K1N 9B7, Canada
Email: word@ecoieflame.world
Phone: +1 (613) 241-1291
Business Hours: Monday to Friday, 9:00 AM to 5:00 PM EST