Refund policy
Last updated: 14 June 2026
At ethanE.co we want you to be happy with your purchase. This Return & Refund Policy explains when and how you can request a refund, and how quickly we handle it.
Our 30-Day Refund Commitment
Once you submit a refund request, we review it and process any approved refund within 30 days. We aim to acknowledge every request within 1–2 business days and keep you updated throughout the review.
Eligibility & Time Window
To be eligible for a return or refund, you must contact us within 30 days of receiving your order. Requests made after this window may not be accepted.
To qualify, items generally must be:
- Unused, unworn, and unwashed, with any tags still attached;
- In their original condition and packaging;
- Accompanied by proof of purchase (your order number).
Items That Cannot Be Returned
- Items marked as final sale or clearance;
- Intimate apparel, swimwear, and pierced jewelry (for hygiene reasons);
- Custom-made or personalized items;
- Items damaged through normal wear or misuse after delivery.
Damaged, Defective, or Incorrect Items
If your item arrives damaged, defective, or is not what you ordered, please contact us within 30 days of delivery with your order number and clear photos of the issue. We will arrange a replacement or a full refund at no extra cost to you—in most cases you will not need to return the item.
How to Start a Return or Refund
- Email support@ethane-co.com with your order number and the reason for your request.
- Include clear photos if the item is damaged, defective, or incorrect.
- Our team will review your request and reply with the next steps.
Return Shipping
Because our products ship from overseas, please do not send any item back automatically. We will provide the correct return address only after your request has been approved. Unless the item was damaged, defective, or incorrect, return shipping costs are the customer’s responsibility.
How Refunds Are Issued
Once your refund is approved, it will be issued to your original payment method within 30 days. After we send the refund, it can take additional time for your bank or card provider to post it to your account. If you have not received an approved refund after this period, please contact your bank first, then reach out to us.
Exchanges
If you need a different size or color, the fastest option is to request a refund for the original item (subject to this policy) and place a new order for the item you want.
Order Cancellations
If you wish to cancel an order, contact us as soon as possible. We can usually cancel and fully refund orders that have not yet been dispatched. Once an order has shipped from our supplier, it falls under the standard return process above.
Contact
Questions about a return or refund? Email support@ethane-co.com with your order number and we will be glad to help.