Ecomart Policies & Information

Learn more about Ecomart, our shopping policies, your rights, and how we protect your information.

About Us

Welcome to Ecomart.co.ls, your trusted online shopping destination in the Kingdom of Lesotho.

At Ecomart, we are passionate about making shopping simple, convenient, and accessible for everyone. From electronics and home appliances to groceries, personal care products, and lifestyle essentials, we provide a wide range of quality products, all from the comfort of your home.

Our Mission

Our mission is to empower consumers in Lesotho by providing a reliable, safe, and enjoyable online shopping experience. We aim to:

• Offer high-quality products at competitive prices
• Make online shopping simple, secure, and convenient
• Deliver exceptional customer service and support
• Ensure fast and reliable delivery to every corner of Lesotho

Our Vision

To become the most trusted and customer-focused e-commerce platform in Lesotho, setting the standard for online retail, innovation, and convenience.

What We Offer

1. Wide Product Selection
We carefully curate products across multiple categories, including electronics, fashion, groceries, home essentials, and more.

2. Easy & Secure Shopping
Our platform is designed for simplicity and security, ensuring that your personal and payment information is fully protected.

3. Fast Delivery
We partner with reliable logistics providers to ensure your order arrives on time, every time.

4. Customer-Centric Service
Our customer support team is always available to assist with queries, returns, or product guidance, ensuring a seamless shopping experience.

Our Values

• Customer First – Your satisfaction is our priority
• Integrity – We operate transparently and ethically
• Innovation – We constantly improve our platform and services
• Reliability – We deliver on our promises, every time
• Community – We support local businesses and contribute to Lesotho’s economy

Why Choose Ecomart?

• Trusted platform with secure online payments
• 7-day return policy for eligible products
• Easy tracking of orders from purchase to delivery
• Wide selection of products for all your needs
• Exceptional customer support and post-purchase assistance

Returns, Refunds & Warranty Policy

1. Introduction

At Ecomart.co.ls (“Ecomart”, “we”, “us”, “our”), customer satisfaction is important to us. This Returns, Refunds & Warranty Policy governs all products purchased through our online platform.

This policy forms part of the Ecomart Platform Terms & Conditions and must be read together with those terms. By placing an order on our website, you agree to this policy.

Ecomart operates in accordance with applicable consumer protection laws of the Kingdom of Lesotho. Nothing in this policy removes rights granted under mandatory law; however, all returns remain subject to the conditions set out below.

2. Return Window – Strict 7 Day Period

2.1 All return requests must be submitted within 7 (seven) calendar days from the date of delivery.

2.2 The 7-day period begins on the day the product is delivered to the delivery address provided at checkout.

2.3 Return requests submitted after 7 days will be automatically declined.

2.4 Proof of delivery records maintained by Ecomart and its courier partners shall serve as final confirmation of delivery date.

3. General Conditions for All Returns

Except where the product was delivered damaged or defective, all returned products must:

• Be unused
• Be in original condition
• Be in original manufacturer packaging
• Include all accessories, cables, manuals, inserts and documentation
• Include all free gifts, bundled items or promotional items
• Not be registered, activated, installed, or paired

If original packaging is missing (e.g., mobile phone box, electronic packaging), Ecomart reserves the right to reject the return.

Products showing signs of use, tampering, testing beyond normal inspection, or damage after delivery will not qualify for return.

Ecomart reserves the right to conduct a full inspection before approving any refund, replacement, or repair.

4. Strict Mobile Phone Policy – No Refunds

4.1 All mobile phone sales are final.

4.2 Ecomart does not provide refunds on mobile phones under any circumstances, including:

• Change of mind
• Incorrect model selection
• Pricing changes after purchase
• Compatibility issues
• Buyer remorse

4.3 Mobile phones may only be assessed for confirmed manufacturer defects.

4.4 If a manufacturing defect is confirmed:

• The device will be sent for warranty repair
• Repair timelines may take up to 21 business days or longer depending on supplier

4.5 Exchanges are not guaranteed and remain at Ecomart’s sole discretion.

Customers are solely responsible for verifying product specifications before purchase.

5. Eligible Return Reasons (Within 7 Days)

Returns may be approved only if:

• The wrong product was delivered
• The product was damaged during delivery
• The product is materially defective upon arrival
• The product arrived incomplete

All issues must be reported within 48 hours of delivery with photographic evidence.

Failure to report within 48 hours may result in claim rejection.

6. Non-Returnable Products

The following products are strictly non-returnable (unless defective upon arrival and reported within 48 hours):

• Mobile phones (no refunds policy applies)
• Opened or activated electronics
• Digital downloads
• Airtime, vouchers, gift cards
• Custom-made or special-order products
• Clearance or final sale items
• Personal care products (if opened)
• Underwear, swimwear, socks
• Perishable goods
• Baby food
• Medication and supplements
• Open alcohol
• Cigarettes
• Hazardous products containing fuel
• Items damaged after delivery due to misuse

7. Delivery, Collection & Administrative Fees

7.1 Original delivery charges are non-refundable unless the return is due to Ecomart error.

7.2 If a customer is unavailable for more than two (2) collection attempts, a re-collection fee may apply.

7.3 If a returned item fails inspection, a return shipping fee will be charged before the product is sent back to the customer.

7.4 If only part of a promotional order is returned, the promotional benefit will be forfeited and the refund recalculated at full original price.

7.5 Ecomart reserves the right to deduct reasonable administrative or courier costs from refunds where applicable.

8. Refund Process

8.1 Once a return is approved:

• Refunds will be processed within 3–7 business days
• Refunds are issued to the original payment method only

8.2 Ecomart does not issue cash refunds for online payments.

8.3 Bank processing times are outside of Ecomart’s control.

8.4 If a refund fails due to incorrect details, additional verification will be required, which may delay processing.

9. Warranty Claims

9.1 Within 6 Months of Purchase

If a product becomes defective within 6 months:

After inspection, Ecomart may at its discretion:

• Repair the product
• Replace the product
• Refund the product (excluding mobile phones)

Repair work may carry a limited post-repair warranty.

9.2 After 6 Months

If the product is covered by manufacturer warranty:

• Warranty claims will follow supplier terms
• Repair timelines depend on supplier

If the product is outside warranty:

• Repair costs are the customer’s responsibility
• Inspection fees may apply

10. Products Damaged After Delivery

Ecomart is not responsible for damage caused by:

• Power surges
• Lightning
• Water exposure
• Accidental drops
• Improper installation
• Negligence
• Unauthorized repairs

Such damage voids eligibility for return or refund.

11. Abuse of Returns Policy

Ecomart reserves the right to:

• Refuse excessive returns
• Suspend accounts
• Block customers suspected of policy abuse
• Take legal action in cases of fraud

Return behavior patterns may be monitored.

12. Return Procedure

To initiate a return:

Email: support@ecomart.co.ls

Include:

• Order number
• Full name
• Reason for return
• Clear photos (if damaged/defective)

Ecomart will respond within 1–2 business days with instructions.

Returns sent without approval may be rejected.

13. Final Decision

All return approvals, rejections, replacements, and repair decisions are made at the sole discretion of Ecomart following inspection.

Ecomart’s decision after inspection shall be final, subject to applicable consumer protection laws.

Terms of Use

Welcome to Ecomart.co.ls (“Ecomart”, “we”, “us”, “our”). By accessing or using our website and services, you agree to be bound by these Terms of Use (“Terms”). These Terms govern your access to and use of the Ecomart online marketplace, including all content, functionality, products, services, and communication offered through the platform.

Please read these Terms carefully before using our platform. If you do not agree with any part of these Terms, you must not use Ecomart.

1. Acceptance of Terms

By using, browsing, or purchasing through Ecomart, you agree to these Terms, as well as all other policies referenced herein (including the Privacy Policy, Returns Policy, Delivery Policy, and any other terms that apply to specific products or services).

Ecomart may revise these Terms at any time by updating this page. Continued use of the platform after changes are posted signifies your acceptance of the revised Terms.

2. Eligibility

• Be at least 18 years of age
• Provide accurate, current, and complete information when creating an account
• Be capable of forming legally binding contracts under applicable law

Use of the platform by anyone under 18 must be supervised by a parent or legal guardian.

3. User Accounts

3.1 Registration Requirement
You may be required to register an account to access certain features, place orders, or access restricted content.

3.2 Account Information
You agree to provide valid contact information, including your name, email address, and delivery details. You are responsible for maintaining the confidentiality of your password and account.

3.3 Account Security
You are financially responsible for all activities under your account. Notify Ecomart immediately if you suspect unauthorized access or security breaches.

4. Use of the Platform

4.1 Permitted Use
You may access and use the Ecomart platform solely for personal, non-commercial purposes and according to these Terms.

4.2 Prohibited Conduct

• Use the platform to commit unlawful acts
• Upload viruses or harmful code
• Interfere with the operation of the platform
• Access data through automated means
• Modify, copy, frame, scrape, or create derivative works
• Sell or resell any part of the platform

4.3 Intellectual Property
All content on Ecomart (text, images, logos, product descriptions, software, data) is owned by Ecomart or its licensors and is protected by copyright, trademark, and other intellectual property laws. You may not reproduce, distribute, or publicly display this content without express permission.

5. Orders & Contracts

5.1 Order Acceptance
When you place an order, you are offering to buy a product subject to these Terms. Ecomart may accept or reject any order at its discretion.

5.2 Price and Availability
Product prices and availability are subject to change without notice. Ecomart reserves the right to correct pricing errors.

5.3 Confirmation
A binding contract is formed only when Ecomart sends an order confirmation with payment acceptance.

6. Payment Terms

You agree to pay all charges associated with your orders. Payment must be made using the methods available at checkout. Ecomart uses third-party payment providers; you agree to their terms and conditions.

7. Delivery & Risk

Delivery terms are governed by the Ecomart Delivery Policy. Risk of loss and damage to purchased goods passes to you upon delivery to the specified address or designated pickup point.

8. Returns & Refunds

Returns and refunds are governed by the Ecomart Returns Policy.

9. Third-Party Sellers

Ecomart may host products sold by third-party sellers. These Terms apply to purchases of all products, including third-party items. Third-party sellers may have additional terms, but Ecomart remains responsible for enforcing platform policies and addressing customer disputes.

Ecomart is not responsible for:

• Third-party seller conduct
• Third-party seller warranties beyond what the seller provides
• Product quality issues beyond Ecomart’s control (except where required by law)

10. Intellectual Property Rights

Ecomart retains all rights, title, and interest in the platform and its content. You agree that you will not use Ecomart trademarks, logos, or branding without prior written consent.

11. Disclaimer of Warranties

The platform is provided “as is,” and Ecomart makes no warranties, express or implied, regarding:

• Accuracy of content
• Availability of products
• Fitness for a particular purpose
• Non-infringement

We disclaim all liability to the fullest extent permitted by law.

12. Limitation of Liability

• Ecomart and its affiliates shall not be liable for indirect, incidental, or consequential damages
• Ecomart’s total liability to you for all claims arising from use of the platform is limited to the amount paid by you for the order giving rise to the claim

13. Indemnification

You agree to indemnify, defend, and hold harmless Ecomart, its officers, directors, employees, and partners from any claims or liabilities arising out of:

• Your use of the platform
• Your violation of these Terms
• Your infringement of any third-party rights

14. Privacy & Data Protection

Your use of the platform is also governed by our Privacy Policy, which explains how we collect, store, and use your personal information.

15. Electronic Communications

By using Ecomart, you agree to receive electronic communications, including order updates, marketing messages (where consented), and service messages. You may opt out of marketing communications at any time.

16. Termination

Ecomart may terminate or suspend your access at any time for violation of these Terms. You may also close your account at your request.

Termination does not affect accrued rights or obligations.

17. Governing Law & Jurisdiction

These Terms are governed by the laws of the Kingdom of Lesotho. Any disputes will be subject to the exclusive jurisdiction of courts in Lesotho.

18. Entire Agreement

These Terms, together with the Privacy Policy and Returns Policy, constitute the entire agreement between you and Ecomart regarding the use of the platform.

Privacy Policy

Website: www.ecomart.co.ls

At Ecomart.co.ls (“Ecomart”, “we”, “us”, “our”), we respect your privacy and are committed to protecting your personal information.

This Privacy Policy explains how we collect, use, disclose, store, and safeguard your information when you visit our website or purchase products from us.

By using our website, you agree to the terms of this Privacy Policy.

1. Information We Collect

We may collect the following categories of information:

1.1 Personal Information You Provide

• Full name
• Email address
• Phone number
• Delivery and billing address
• Payment details (processed via secure third-party providers)
• Identification details (where required for fraud prevention)

1.2 Automatically Collected Information

• IP address
• Browser type and device information
• Pages visited
• Date and time of visits
• Cookies and tracking data

1.3 Order & Transaction Data

• Products purchased
• Payment method used
• Delivery records
• Refund history
• Return history

2. How We Use Your Information

• To process and fulfill orders
• To deliver products
• To communicate order updates
• To provide customer support
• To prevent fraud and unauthorized transactions
• To improve our website and services
• To comply with legal obligations
• To send marketing communications (only if you consent)

We do not sell your personal information to third parties.

3. Legal Basis for Processing

• To perform a contract (processing your order)
• To comply with legal obligations
• For legitimate business interests (fraud prevention, service improvement)
• Based on your consent (for marketing communications)

4. Payment Information

Ecomart does not store full credit or debit card details on its servers.

All online payments are processed through secure third-party payment gateways. These providers operate under strict security standards.

You are advised to review their privacy policies when completing payment.

5. Sharing of Information

We may share your information only when necessary with:

• Courier and delivery partners
• Payment service providers
• IT service providers
• Fraud prevention agencies
• Legal or regulatory authorities (when required by law)

We ensure that third-party providers are obligated to protect your information.

6. Cookies & Tracking Technologies

We use cookies to:

• Improve website functionality
• Remember user preferences
• Analyze website traffic
• Enhance user experience

You may disable cookies in your browser settings, but certain website features may not function properly.

7. Data Retention

We retain personal information:

• For as long as necessary to fulfill your order
• To comply with legal and tax obligations
• For fraud prevention purposes
• For dispute resolution

When no longer required, your information will be securely deleted or anonymized.

8. Data Security

We implement reasonable administrative, technical, and physical security measures to protect your information.

These include:

• Secure servers
• Encrypted payment processing
• Restricted access to personal data
• Internal confidentiality agreements

However, no online transmission is completely secure. Use of the website is at your own risk.

9. Your Rights

Subject to applicable law, you may have the right to:

• Access your personal data
• Request correction of inaccurate information
• Request deletion of personal data
• Object to certain data processing
• Withdraw consent for marketing communications

To exercise your rights, contact us at: support@ecomart.co.ls

10. Marketing Communications

If you opt-in, we may send promotional emails or SMS messages.

You may unsubscribe at any time by:

• Clicking the unsubscribe link
• Contacting customer support

Service-related communications (order confirmations, delivery updates) cannot be opted out of.

11. Third-Party Links

Our website may contain links to third-party websites. Ecomart is not responsible for the privacy practices of those websites.

We recommend reviewing their privacy policies before submitting personal information.

12. Children’s Privacy

Ecomart does not knowingly collect personal information from individuals under the age of 18 without parental supervision.

If we become aware that such data has been collected, we will delete it.

13. International Data Transfers

If any of our service providers are located outside Lesotho, your information may be transferred internationally. We ensure reasonable safeguards are in place.

14. Changes to This Privacy Policy

Ecomart may update this Privacy Policy at any time. Updates will be posted on this page with a revised effective date.

Continued use of the website after updates constitutes acceptance of the revised policy.