Returns made simple
Changed your mind or received something that isn’t right? We’re here to help you through the return process.
Good to know
Let us know that you wish to cancel or return your order – email is the quickest way.
Sealed goods that cannot be returned for health or hygiene reasons may lose the cooling-off right if the seal is broken.
Please protect the products properly during return transport.
We recommend keeping your receipt or tracking information until your return is completed.
Returning your order
Four simple steps from cancellation to refund.
Tell us
Tell us within 14 days of receiving your goods that you wish to cancel – by email or any other clear statement.
Prepare your return
Pack the products securely. Sealed health and hygiene products can only be returned under the cooling-off right if their seal is intact.
Send it back
Return the goods within 14 days of notifying us of your cancellation.
Receive your refund
We refund you within 14 days of your cancellation notice, using your original payment method. We may wait until we receive the goods or proof that you have sent them.
14-day right to cancel
For most goods purchased online, you have the right to cancel your order without giving a reason within 14 calendar days from the day on which you, or a person nominated by you other than the carrier, receive the goods.
To exercise this right, please tell us clearly that you wish to cancel before the cancellation period expires – for example by email, or by post to our registered address shown below.
You may use the model cancellation form further down this page if you wish, but this is not required. A clear email informing us that you wish to cancel is sufficient.
After informing us of your cancellation, you must return the goods without undue delay and no later than 14 days after notifying us.
How your refund works
Where the statutory right to cancel applies, we will reimburse the payments due to you without undue delay and no later than 14 days after we are informed of your decision to cancel.
We may withhold the refund until we have received the returned goods or you provide evidence that you have sent them back, whichever occurs first.
Original payment method
Refunds are normally made using the same payment method used for the purchase.
Standard delivery cost
Where applicable, your refund includes the cost of our least-expensive standard delivery option.
No refund fee
We do not charge a fee for issuing the statutory refund.
Where to send your return
Returns are handled by our EU fulfilment partner in the Czech Republic.
193 00 Praha 9 – Horní Počernice
Czech Republic
Do not send customer returns to our registered company address in Bulgaria. Customer returns should be sent to the fulfilment address above.
Return shipping costs
For a change-of-mind return under the cooling-off right, the customer is responsible for the direct cost of returning the goods.
If the product is defective, damaged or was supplied incorrectly, please contact us before returning it so that we can assist you.
Condition of returned goods
You may be responsible for any reduction in value caused by handling the goods beyond what is necessary to establish their nature, characteristics and functioning.
Sealed products
The statutory right to cancel does not apply to sealed goods that are not suitable for return for health protection or hygiene reasons once they have been unsealed after delivery.
This may apply to certain supplements and health products where the protective or hygiene seal has been broken.
This exception does not remove your statutory rights if a product is faulty, damaged or not as described.
Cancellation form
(Complete and return this form only if you wish to cancel the contract.)
To: Eco Supplements EOOD, Antim I Street, No. 14, fl. 2, law office, 1303 Sofia, Bulgaria – e-mail: support@ecosupplements.eu
I/We (*) hereby give notice that I/We (*) cancel my/our (*) contract of sale of the following goods (*):
Ordered on (*)/received on (*):
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s) (only if this form is notified on paper):
Date:
(*) Delete as appropriate.
Exchanges & product problems
Want a different product?
We accept exchange requests within 14 days of receiving your order, provided the product is unopened, unused, in perfect condition and its original packaging and applicable seals remain intact.
For voluntary exchanges, the customer is responsible for the cost of returning the original product and the delivery cost of the replacement product.
Please contact us before sending your product so that our team can help arrange the exchange.
Something isn’t right?
If your order arrives damaged, you receive the wrong product, or you believe a product is defective, please contact us as soon as possible.
Please include your order number and, where relevant, photographs showing the product, packaging and the issue.
We will review the problem and provide the appropriate solution under applicable consumer law at no additional cost where required.
Eco Supplements EOOD
Antim I Street, No. 14, fl. 2, law office
1303 Sofia, Bulgaria
Eco Supplements is an EU-registered company serving customers across the European Union, including Ireland through ecosupplements.ie. Customer communication for our European stores is handled through our shared EU support team.
