Refund & Returns Policy for EcoPromoBags.com

Effective Date: October 26, 2025

1. General Policy: Custom vs. Wholesale Orders

We confidently stand behind our product quality. However, due to the bespoke nature of most orders, we structure our refund and return policy as follows:

  • For Custom Manufacturing Orders (OEM/ODM): All sales become final once production begins. Therefore, we cannot accept returns or issue refunds for custom-made goods that we produce according to your approved specifications and sample. Our thorough sample approval process exists specifically to secure your satisfaction before we start mass production.
  • For Ready-to-Ship /Wholesale Orders: We may consider returns or exchanges for standard, non-customized stock items on a case-by-case basis. To qualify, you must request this within 7 calendar days of receipt, and the products must remain in their original, unused, and resalable condition. Please note, a 20% restocking fee may apply, and the customer bears all return shipping costs.

2. Eligibility: Defective or Non-Conforming Goods

Your satisfaction is our priority. Accordingly, we will accept returns and provide a full refund, replacement, or credit if the products meet the following conditions:

  • The goods have manufacturing defects or significant damage that occurred during transit (not caused by the customer).
  • The products are materially different from the final purchase order and approved sample specifications.
  • You notify us in writing via email within 7 calendar days of delivery, providing clear photo or video evidence.
  • Our quality control team verifies the issue upon inspecting the returned goods.

3. The Return Process (For Approved Cases)

To ensure a smooth resolution, please follow this process:

  1. Contact Us First: Immediately email your account manager or sales@ecopromobags.com with your order number, a detailed description, and evidence.
  2. Obtain Authorization: Do not ship anything back without prior approval. If we approve your claim, we will issue a Return Merchandise Authorization (RMA) number and instructions.
  3. Ship the Goods: Send the goods back in their original packaging, prepaid and insured, to our provided address. You must clearly mark the RMA number on the box exterior.
  4. Inspection & Resolution: After we receive and inspect the return (within 5-10 business days), we will notify you of our findings and proceed with the agreed resolution (replacement, credit, or refund).

4. Non-Returnable Items

Importantly, the following items are not eligible for return or refund under any circumstances:

  • Any product customized to your specifications (logo, size, color, material) after you approve the sample.
  • Sample products (whether purchased or complimentary).
  • Products that you have used, altered, or damaged after delivery.
  • Digital products, such as design files.

5. Shipping Costs & Responsibilities

  • For our error (defective/non-conforming goods): We cover all return shipping costs and send replacements at our expense.
  • For returns of non-custom stock items: The customer is responsible for all shipping costs (both ways) and any applicable restocking fees.
  • Finally, original outbound shipping fees are non-refundable.

6. Order Cancellations

  • You may only cancel custom manufacturing orders before production starts. Please be aware, a cancellation fee may apply to cover our administrative and material costs up to that point.
  • You can cancel standard stock item orders within 24 hours of placement free of charge. After 24 hours, a cancellation fee may apply.

7. Refund Timeline

Once we receive and approve your return, we will process your refund within 14 business days. Typically, we will issue the credit to your original payment method. For credit accounts, we will apply the amount to your balance.

8. Contact Us

For any questions about this policy or to start a return request, please contact us: