Effective Date: July 27, 2025
At Écru Pak, we are committed to providing high-quality, sustainable sugarcane bagasse food containers for your business needs. We understand that sometimes issues may arise, and we want to ensure a clear and fair process for returns and refunds.
Please review our policy below. This policy applies to all business-to-business (B2B) sales made through our website.
- Our Commitment to Quality
We stand behind the quality of our biodegradable and compostable sugarcane bagasse products. We ensure that our products meet the specified standards for material, durability, and functionality. - Eligibility for Returns
You may be eligible to return products under the following conditions:- Damaged or Defective Products: If products arrive damaged during shipping or are found to be defective (e.g., significant structural flaws, incorrect dimensions beyond standard manufacturing tolerances) upon receipt.
- Incorrect Shipment: If you receive products that are different from what you ordered (e.g., wrong item, wrong quantity).
- Quality Discrepancy: If the products do not meet the agreed-upon quality specifications as outlined in your order or our product descriptions.
Please note that due to the nature of our products and B2B transactions, we generally do not accept returns for “change of mind” or over-ordered quantities.
- Reporting Issues and Initiating a Return
To report an issue and initiate a return, you must notify us within 7 business days of receiving your order. To do so, please follow these steps:- Contact Us: Email our B2B sales support team at info@ecrupak.com.
- Provide Details: In your communication, please include:
- Your company name and contact information.
- Your order number.
- A detailed description of the issue (e.g., type of damage, incorrect item).
- Photographs or videos clearly showing the damage, defect, or incorrect items.
- Return Merchandise Authorization (RMA): Once your request is reviewed and approved, we will provide you with a Return Merchandise Authorization (RMA) number and detailed instructions on how to return the products. No returns will be accepted without a valid RMA number.
- Return Shipping
- For Damaged, Defective, or Incorrect Shipments: We will arrange for the return shipping at our expense, or provide a shipping label.
- For Other Approved Returns: Any return shipping costs will be your responsibility.
All returned items must be in their original packaging, unused, and in the condition in which they were received (unless the return is due to damage or defect upon arrival).
- Refunds and Replacements
Upon successful receipt and inspection of the returned products, we will process your resolution within 5 business days. Depending on the issue and your preference, we will offer one of the following:- Replacement: We will ship replacement products of the correct type and quantity.
- Credit: We will issue a credit to your account for future purchases.
- Refund: We will issue a refund to your original payment method for the cost of the products. Please note that it may take additional time for the refund to appear on your statement, depending on your bank or payment provider.
- Non-Returnable Items
The following items are generally not eligible for return:- Products returned without a valid RMA number.
- Products that have been used, altered, or are not in their original condition (unless the return is due to a hidden defect discovered after initial use).
- Products damaged due to improper handling, storage, or misuse after delivery.
- Custom-printed or specially manufactured orders, unless they are defective or incorrect due to our error.
- Orders where the issue was not reported within the specified 7 business days timeframe.
- Changes to This Policy
We may update this Refund and Returns Policy from time to time to reflect changes in our processes, product offerings, or legal requirements. The updated version will be posted on this page with a revised “Effective Date.” We encourage you to review this policy periodically to stay informed about our return and refund procedures. - Contact Us
If you have any questions about our Refund and Returns Policy, please don’t hesitate to contact us.