Refund policy

Refund & Return Policy

Ecrin — 3 Day Refund & Replacement Warranty

We want you to be happy with your order. Ecrin offers a 3-day refund and replacement warranty from the date you receive your parcel.

Warranty period

You have 3 days after receiving your item to request a refund or replacement. Requests made after 3 days cannot be processed.

What is covered

We will refund or replace your order if:

  • The product arrived damaged, leaking, or broken
  • You received the wrong item
  • The bottle is defective (spray nozzle not working, seal broken on arrival)
  • The item is missing from your parcel

What is not covered

Because Ecrin is a personal care product, we cannot accept returns on items that have been opened, used, or unsealed, for hygiene and safety reasons.

We also cannot process a refund or replacement for:

  • Change of mind after the product has been opened
  • Products damaged by misuse, or by leaving the spray on longer than the recommended 8 minutes
  • Individual differences in results, such as hair type requiring a second application
  • Orders where the claim is made more than 3 days after delivery
  • Sale or promotional items

How to claim

To be eligible, your item must be in the same condition you received it, unused, sealed, and in its original packaging, with your order confirmation or proof of purchase.

  1. Contact us within 3 days of delivery at ecrinsupport@gmail.com or WhatsApp us at 0341 0700051
  2. Include your order number, along with clear photos or an unboxing video of the issue
  3. Our team will review and respond within 24–48 hours
  4. If approved, we will arrange pickup or share the return address with you

Please do not ship anything back before contacting us. Parcels sent without an approved claim will not be accepted.

Damaged or wrong items

Please inspect your parcel as soon as it arrives. If anything is defective, damaged, or incorrect, contact us immediately so we can make it right. An unboxing video is the fastest way to get a claim approved.

Replacement

Approved replacements are dispatched within 2–3 working days of us receiving the returned item, at no extra shipping cost to you.

Refunds

Once we receive and inspect your return, we will notify you whether the refund has been approved.

  • Cash on Delivery orders: refunds are processed via bank transfer, Easypaisa, or JazzCash within 7 working days of approval. You will need to share your account details with our team.
  • Online payments: refunds are issued to your original payment method within 7–10 working days. Your bank may take additional time to post the amount.

Original delivery charges are non-refundable unless the fault was ours.

If more than 10 working days have passed since your refund was approved and you have not received it, contact us at ecrinsupport@gmail.com.

Contact us

Website: theecrin.store Email: ecrinsupport@gmail.com WhatsApp: 0341 0700051 Hours: Monday to Saturday, 10:00 AM – 7:00 PM (PKT)