1. Eligibility & conditions

We treat diapers and related products as hygiene-sensitive items. Returns are therefore strictly limited:

When a return is allowed

• • Return window: Returns are accepted within 7 days of delivery only in the event of:
    • Product damaged in transit (visible physical damage on delivery), or
    • Manufacturing defect discovered on delivery that makes the product unusable.
    • Only unwashed, unused items may be returned. Washed or worn items are not returnable. Items must be in new condition and with tags intact.
    • We do not accept returns for change of mind.
  • Return conditions
    • Items must be unwashed and in original condition/packaging. Washed items are not eligible for return.
    • To initiate a return for damage at delivery, please follow the Return Process (below) and provide photos/videos and proof of purchase.

2. Defects & replacements (12-month policy for certain defects)

• For manufacturing defects discovered after delivery, we offer support for specific defects as follows:
  • Broken snap buttons: If a snap button breaks within 1 year of your order, notify us with a video, photograph of the affected diaper, and your purchase proof. After verification we will provide a replacement for the diaper.
• Excluded from defect coverage:
  • Damage to Velcro caused by not using wash tabs. (Velcro damage due to improper washing/use is not covered.)
  • Ruffling of edges or fraying consistent with woven fabric — this is expected behavior for the fabric and does not affect functionality, therefore it is not a defect.
• If a defect is validated, EcoSnug will replace the product — not all defects will qualify for refund.

3. Return shipping cost

• If return is due to damage in transit or a verified manufacturing defect, EcoSnug will bear the return shipping cost.
• Returns for any other reasons at customer’s expense.

4. Refunds — timing & method

• Timing: Refunds are completed after we receive and inspect the returned item. After inspection if the return is approved, refund is processed. Please allow 7–14 business days for the refund to reflect, depending on your bank/payment provider.
• If an item is returned to us undelivered because of customer unavailability, the refund will be made after deducting shipping and a 10% handling charge.

5. How to initiate a return / defect claim

1. Email us at support@ecosnug.co.in with:
   • Order number and purchase proof (invoice),
   • Clear photos and/or a short video showing the damage/defect, and
   • A short description of the issue and the date of delivery.
2. Our team will acknowledge within 1–3 business days and guide you through the next steps (return pickup / replacement).
3. Do not throw away the product or its packaging until the return/dispute is closed.

6. Important notes

• We reserve the right to verify all claims before issuing refunds or replacements.
• Because these are hygiene-sensitive products, returns are strictly controlled. Please inspect packages at delivery and report any visible shipping damage immediately.