Last updated: 12 October 2026
1. Scope of This Policy
EcoTradition facilitates international B2B sourcing of handcrafted Indian products for importers, wholesalers, distributors, retailers, buying houses and other commercial buyers.
Products may be handcrafted, made to order or produced to agreed specifications. This policy explains the general approach to order cancellations, returns, refunds and product-damage claims. The final commercial terms for each order are those recorded in the applicable quotation, pro forma invoice, order confirmation and agreed contract.
2. No-Return Policy for Change of Mind
Orders are generally final, and returns are not accepted for change of mind or buyer preference.
Returns will generally not be accepted because a buyer changes their mind, no longer requires the goods, dislikes a preference-based design choice, or finds that a product does not meet expectations that were not included in the agreed specifications.
Minor variations in colour, texture, dimensions and finish may occur in handcrafted products. Such ordinary variations, where consistent with the agreed specifications and disclosed product characteristics, do not automatically qualify as defects or grounds for a refund.
This general rule does not remove any rights or remedies that cannot lawfully be excluded.
3. Order Cancellations
Orders for made-to-order or customised products require production planning, materials and artisan work.
- Cancellation requests may be considered before production begins, subject to the confirmed order terms and any costs already incurred.
- Once production has begun, cancellation requests will generally not be accepted.
- Orders involving approved custom designs, private labels or specially procured materials may be subject to additional restrictions disclosed in the order confirmation.
- A cancellation or refund may be considered where the contracting seller has failed to fulfil a material contractual obligation, subject to the applicable agreement and law.
Buyers should review the quotation, specifications, payment schedule and order confirmation carefully before making payment.
4. Refund Policy
Refunds are not ordinarily provided for buyer’s remorse, preference changes or requests to cancel an order that is being processed or produced in accordance with the agreed terms.
A refund may be considered where payment has been received but the order has not been dispatched because of a verified error attributable to the contracting seller, or in other circumstances where a refund is required under the applicable contract or law.
Any approved refund will be processed by the contracting seller or payment recipient identified in the relevant order documents, using the agreed payment process and subject to applicable payment-provider procedures.
EcoTradition does not directly receive buyer payments under the standard arrangement described on this website. Its role is to facilitate product discovery and sourcing. The relevant quotation, invoice and order confirmation identify the contracting seller and payment recipient for each transaction.
5. Damaged Goods and Shipping Claims
Product damage must be assessed according to the agreed Incoterm, named place, shipment documents and applicable insurance arrangements.
Before the agreed transfer of risk
Until risk transfers under the applicable order terms, the contracting seller remains responsible for the obligations allocated to it under the contract and agreed Incoterm.
If damage or loss occurs before the applicable transfer-of-risk point, the buyer should notify the contracting seller promptly and provide supporting evidence. The contracting seller and relevant shipping or logistics parties will assess the matter according to their respective contractual responsibilities.
After the agreed transfer of risk
After risk transfers to the buyer under the agreed Incoterm, responsibility for transit loss or damage is allocated according to that Incoterm and the applicable contract.
For example, under FOB Incoterms 2020, risk generally transfers when the goods are on board the nominated vessel at the named port of shipment. Under this arrangement, the buyer generally arranges cargo insurance if cover is required.
Where risk has transferred to the buyer, the buyer should pursue any applicable cargo-insurance claim directly with the insurer or through the relevant claims process. The availability and amount of compensation depend on the actual insurance policy, its exclusions and the evidence supplied.
The applicable Incoterm, rather than this general explanation alone, determines the relevant transfer-of-risk point for an individual order.
Evidence and reporting
For visible shipping damage, missing items or signs of tampering, buyers should:
- Inspect the shipment promptly upon receipt.
- Photograph the outer packaging, shipping labels, damage and affected products.
- Retain the packaging and relevant shipping documents.
- Record an unboxing video where possible, particularly for fragile or high-value products.
- Notify the contracting seller and, where appropriate, the carrier or insurer promptly. For an apparent damage claim, notification should ordinarily be made within 24 hours of delivery where practicable, while also complying with any applicable carrier or insurance deadlines.
Insufficient evidence or delayed notification may affect the ability to establish a claim. Claims will be assessed under the applicable order terms, carrier and insurance requirements, and applicable law.
6. Lost, Misrouted or Stolen Shipments
If a shipment is lost, misrouted or reported stolen, the buyer should notify the relevant contracting seller and provide the tracking reference and supporting information.
The relevant seller or logistics party may assist with enquiries or claims where appropriate. Responsibility for the loss, any compensation and the party entitled to pursue a claim will depend on the agreed Incoterm, the contract, the carrier’s terms and any applicable insurance.
A refund or replacement is not automatic merely because a shipment is delayed, misrouted or reported missing.
7. Production Delays
Production estimates and transit estimates are not guaranteed delivery dates unless expressly agreed in writing.
Customs clearance, carrier disruption, regulatory requirements, material availability, artisan production constraints and other events may affect timelines. A delay alone does not automatically qualify an order for cancellation or refund; the agreed contract and applicable law determine the available remedies.
8. Incorrect or Non-Conforming Products
If delivered products appear materially inconsistent with the specifications confirmed in the order documents, the buyer should notify the contracting seller promptly and provide photographs, quantities, order references and a description of the discrepancy.
The matter will be reviewed against the approved specifications, applicable tolerances for handcrafted products, the order terms and any relevant evidence. Where a claim is substantiated, any remedy will be determined under the agreed contract and applicable law.
Ordinary handcrafted variations that are consistent with the agreed specifications do not automatically constitute non-conformity.
9. How to Submit a Claim
For order-related issues, buyers should use the official contact channel provided on the EcoTradition website or the contact details stated in their order documents.
Please provide:
- The order number and invoice reference.
- Product name or SKU and affected quantity.
- A description of the issue and when it was discovered.
- Clear photographs, an unboxing video where available, and relevant shipping documentation.
- Any carrier or insurer reference already issued.
EcoTradition may help direct a sourcing-related enquiry to the appropriate contracting seller or relevant party. Claims, payment adjustments and refunds must be handled by the party responsible under the applicable contract, payment arrangement and law.
10. Relationship With Other Policies and Order Documents
This policy should be read together with the Terms & Conditions, Shipping & Delivery Policy and the buyer’s quotation, pro forma invoice, order confirmation and agreed Incoterms.
If an order-specific written agreement contains terms that differ from this general policy, the documents will be interpreted together according to their terms and applicable law. Nothing in this policy excludes rights or obligations that cannot legally be excluded.
11. Policy Updates
This policy may be updated when business practices or applicable requirements change. The version applicable to a particular transaction should be assessed alongside the relevant order documents and applicable law.
Contact
EcoTradition
Email: avijit@ecotradition.com
WhatsApp / Phone: +91 62893 79952
For an existing order, please also refer to the contracting seller and payment recipient identified in your quotation, invoice or order confirmation.