Refund Policy
Last updated: May 12, 2026
1. Made-to-Order Policy
Each of our bags is made-to-order using freshly harvested bamboo, which requires sun-drying and hand-weaving. Because each piece is crafted specifically for you, we do not accept returns or exchanges for change of mind, size mismatches, or personal preference.
2. Quality Issues
If your bag arrives with a manufacturing defect or quality issue, please contact us within 7 days of delivery. We will:
· Review the issue with photos or videos you provide
· Offer a replacement or full refund once the issue is confirmed
· Cover return shipping costs for verified quality issues
3. Damaged in Transit
If your order arrives damaged due to shipping, please:
· Keep all original packaging
· Take clear photos of the damage
· Contact us within 48 hours of delivery
We will file a claim with the carrier and send you a replacement or issue a full refund.
4. Non-returnable Items
The following cannot be returned or refunded:
· Custom-made items (all our bags are made-to-order)
· Items damaged due to normal wear and tear or improper use
· Items returned without prior communication
· Sale or discounted items (unless defective)
5. Cancellation Policy
You may cancel your order within 24 hours of placing it. After 24 hours, production may have already begun, and cancellations may not be accepted. Please contact us immediately if you need to cancel.
6. Contact Us
For any return, refund, or quality-related issues, please email us at: support@ecobamboo-qianyun133.myshoplaza.com
Please include your order number and photos of any damage or defect in your message.