Product Issues and Dispute Resolution
If your order arrives with missing items, visible damage, or does not meet your expectations, please report the issue within 48 hours of receiving your package by emailing us at info@ecostorum.com.
You will receive an automatic confirmation email. Please reply to that message with clear photos showing:
The outer packaging
The shipping label
The items you received
Any visible damage or discrepancies
We treat these matters with urgency and will do our best to resolve your case as quickly and fairly as possible. Thank you for your cooperation and understanding.
If a product is not working as expected despite correct use, please contact our support team at info@ecostorum.com.
After receiving our automated reply, kindly respond with photos or a short video that clearly demonstrates the issue—for example, the product being turned on, charging, or in use.
If a video cannot be provided, or if the footage does not clearly show the problem, we may ask you to return the item to our warehouse for a full inspection.
Please note: Return shipping costs are the responsibility of the customer. Cash-on-delivery (COD) returns are not accepted under any circumstances.
If you are not satisfied with the proposed resolution and no agreement is reached, you may escalate your complaint via the European Online Dispute Resolution (ODR) platform:
https://ec.europa.eu/consumers/odr
Only claims that fully comply with the conditions outlined above will be considered for further review.
For more details, please refer to our [Terms and Conditions] and [Cookie Policy], available in the footer of any page on ecostorum.com.