Returns & Refunds

Last updated: September 2026

14-Day Return Policy

• You can return most items within 14 calendar days of delivery.
• Items must be unused, in original packaging, and in resalable condition.
• All original accessories, manuals, and free gifts must be included.
• Pre-owned laptops must be returned with no additional software installed or data stored.

Product Condition & Description

• Every pre-owned laptop is clearly labelled with its condition grade (Grade A / B / C) and a detailed cosmetic description.
• Please read the product description and grade carefully before purchasing.
• Product photos show the actual item or representative examples of the stated grade.
• Cosmetic wear described in the product listing (scratches, dents, keyboard shine) is not considered a defect and is not eligible for return on that basis.
• If you receive an item that does not match the described grade or condition, please contact us within 48 hours with photos — we will resolve it at no cost to you.

How to Return an Item

1. Contact us at info@ecolively.com with your order number and reason for return.
2. We will review your request and provide return instructions within 24–48 hours.
3. Pack the item securely in its original packaging.
4. Ship the item back to the address we provide.
5. Once received and inspected, we will process your refund or exchange.

Who Pays for Return Shipping?

• Defective item, wrong item, or item not matching description: We cover return shipping costs.
• Changed your mind / wrong size / model not as expected: Buyer pays return shipping.
• We recommend using a tracked shipping service — we are not responsible for items lost in return transit.

Refund Processing

• Refunds are processed within 5–7 business days after we receive and inspect the returned item.
• Refunds are issued to your original payment method.
• It may take an additional 3–5 business days for the refund to appear on your statement, depending on your bank or card issuer.
• Original shipping costs are non-refundable unless the item is defective or we made an error.

Exchanges

• We offer exchanges for defective items or wrong items shipped.
• For size or model changes, you may return the item and place a new order.
• Exchange shipping is covered by us for defective items.

Non-Returnable Items

• Custom or personalized items
• Items marked as "Final Sale" or "Clearance"
• Opened software, digital downloads, or gift cards
• Items damaged by misuse, neglect, or unauthorized repair
• Hygiene-sensitive items (if applicable)

Damaged Items on Arrival

• If your item arrives damaged, take photos of the packaging and the item.
• Contact us within 48 hours of delivery with the photos.
• We will arrange a replacement or refund at no cost to you.