Returns Policy

This Returns, Refunds & Warranty Policy governs all products purchased through Ecomart.co.ls.

1. Introduction

At Ecomart.co.ls, customer satisfaction is important to us. This policy forms part of the Ecomart Platform Terms & Conditions and must be read together with those terms.

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

  • All return requests must be submitted within 7 calendar days from the date of delivery.
  • The 7-day period begins on the day the product is delivered to the delivery address provided at checkout.
  • Return requests submitted after 7 days will be automatically declined.
  • Initial response within 24 hours.
  • Assessment may take up to 7 calendar days.
  • Resolution within 14 weeks.

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, Ecomart reserves the right to reject the return.

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

4. Strict Mobile Phone Policy – No Refunds

All mobile phone sales are final. 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

Mobile phones may only be assessed for confirmed manufacturer defects. 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 the supplier.

5. Eligible Return Reasons

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.

6. Non-Returnable Products

  • Mobile phones
  • 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. Refund Process

  • Refunds will be processed within 3–7 business days or 14 working days once approved.
  • Refunds are issued to the original payment method only.
  • Ecomart does not issue cash refunds for online payments.
  • Bank processing times are outside of Ecomart’s control.

8. Return Procedure

To initiate a return, email support@ecomart.co.ls and include:

  • Order number
  • Full name
  • Reason for return
  • Clear photos if damaged or defective

Ecomart will respond within 1–2 business days with instructions. Returns sent without approval may be rejected.