At Ethiwa, we are committed to providing quality products and reliable service to our customers. Please read our Return & Refund Policy carefully before placing an order.
1. Return Eligibility for Plain Bags
Plain bags without custom logo printing or personalisation may be eligible for return, subject to approval by Ethiwa. To qualify for a return, the products must be unused, undamaged, unwashed, and in their original condition and packaging.
Customers must contact our team before returning any product. Returns sent without prior approval may not be accepted.
2. Return Period
Customers must contact our team within 7 days of receiving the order to request a return of eligible plain bags. Return requests submitted after this period may not be accepted.
3. Return Shipping Charges
The customer is responsible for all courier or transportation charges for returning plain bags to Ethiwa. Customers must ensure that the products are packed securely to prevent damage during return transit.
Original shipping charges paid for the initial delivery are non-refundable.
4. Refund for Returned Plain Bags
A refund will be processed only after the returned products have been received and inspected by our team.
Once the return is approved, Ethiwa will issue a full refund of the product price for the eligible returned items. The customer will be responsible for the return shipping charges, and these charges will not be reimbursed.
Refunds will be processed through an agreed payment method. The time taken for the amount to reflect in the customer's account may depend on the payment provider or bank.
5. Customised and Logo-Printed Bags
Bags printed with a customer's logo, brand name, artwork, or other customised design are not eligible for return or refund due to a change of mind, incorrect customer-provided design details, or personal preference.
Once printing has started, the order cannot be cancelled. Customers are advised to carefully check and approve the design, size, colour, quantity, and other specifications before printing begins.
6. Custom-Size Bags
Bags manufactured according to a customer's requested size or specifications are made specifically for that order. Therefore, custom-size bags are not eligible for return due to a change of mind or incorrect requirements provided by the customer.
Please confirm all measurements and product specifications before approving production.
7. Damaged, Defective, or Incorrect Products
If a customer receives a damaged, defective, or incorrect product, they must notify Ethiwa within 2 days of delivery.
An unboxing video showing the package opening and the product received is mandatory as supporting evidence. Customers should also share their order details and clear photographs or videos of the issue.
Our team will review the complaint and determine an appropriate resolution according to the circumstances and applicable requirements.
8. Order Cancellation Policy
Orders may be cancelled before the printing process begins. Once printing has started, the order cannot be cancelled.
For orders without printing, cancellation requests must be submitted to our team as early as possible. Approval will depend on the order's current production and processing status.
9. Exchange Policy
Exchanges are not automatically available for every order. If you receive a damaged, defective, or incorrect product, please contact our team within 2 days of delivery with the required proof. Our team will review the case and communicate the available resolution.
10. Return Packaging and Responsibility
Customers are responsible for packing returned products securely and providing accurate return shipment details. Ethiwa is not responsible for damage caused by inadequate packaging or mishandling during return transit.
Customers should retain the return shipment receipt or tracking details until the return is completed.
11. Refund Exclusions
Refunds are not available for:
- Logo-printed or personalised bags returned due to a change of mind.
- Custom-size products made according to customer-approved specifications.
- Used, washed, damaged, or altered products returned without an approved reason.
- Returns that do not meet the applicable eligibility requirements.
These exclusions do not remove any rights or remedies available to customers under applicable law.
12. How to Request a Return or Refund
To request a return or report a product issue, please contact the Ethiwa team through our official contact channels. Provide your order details, reason for the request, and any required photographs or videos.
Please wait for return instructions and approval before sending products back.
13. Policy Updates
Ethiwa may update this policy when necessary. Any revised policy will be published on this page. Customers are encouraged to review the policy before placing an order.
14. Contact Us
For questions about returns, refunds, exchanges, or product concerns, please contact the Ethiwa team through our official website or contact channels.
Ethiwa – Built on Trust.
