Refunds & Returns Policy

At Ecuaa, we want you to be happy with your purchase. Below you will find our return and refund terms, organized by region to ensure a smooth experience.

EU Right of Withdrawal (14-day cooling-off period)

If your order is shipped into the European Union, you have the right to cancel or return your order within 14 days of receiving it, for any reason and without justification.

• Condition: The item must be returned in the same condition you received it: unworn or unused, with tags, and in its original packaging. You will also need the receipt or proof of purchase.

• Cost: Unless otherwise agreed, customers are responsible for the cost of return shipping.

• Processing: Refunds will be processed within 14 days of receiving your cancellation notice. We may withhold the refund until we have received the goods back or you have provided proof of return.

North America & International Returns (30 days)

For orders shipped to the United States and other locations outside the European Union, we offer a 30-day return window from the date of delivery.

• Natural Fiber Protection: To be eligible for a return, your wool or alpaca kit must be in its original, pristine condition. The wool must be unused, uncut, and still in its original skein or ball with all security tags intact. Because our products are natural fibers, we cannot accept returns on items that have been started, knitted, or show signs of use.

• Cost: The customer is responsible for all return shipping costs, as well as any applicable customs duties or brokerage fees for international shipments.

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Return Addresses by Region

To initiate a return, you must first contact us at info@ecuaa.store to receive a return authorization. Items sent back without prior authorization will not be accepted.

United States Returns:

US Returns Center - Alejandra Parra 167 Locust Street, Garden City, NY 11530, US

European Union Returns:

Ecuaa Germany Kurt-Schumacher-Straße 50, 04105 Leipzig, Germany

International & Ecuador Returns:

Ecuaa Warehouse Portal del Sol 2, Francisco de Orellana y Alba Calderón, Quito, Ecuador

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Damages and Issues

Please inspect your order upon arrival and contact us immediately if the item is defective, damaged, or incorrect so that we can evaluate the issue and make it right.

Non-returnable Items

The following items cannot be returned:

• Perishable goods (e.g. food, flowers, plants)

• Custom or personalized products

• Personal care goods (e.g. beauty items)

• Hazardous materials, flammable liquids, or gases

• Sale items and gift cards

• Partial Kits: Any kit where the wool has been removed from its original packaging or started.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

📩 For any questions or to start a return, contact us at: info@ecuaa.store