Returns & Refunds

We aim to ensure every order meets the agreed specifications. Where a genuine issue arises with goods supplied, we will assess the matter fairly and work towards a reasonable resolution. Clients are encouraged to raise any concerns with us directly and promptly upon receipt of their order.

To raise a concern regarding an order, please contact us at admin@ecothreadstextile.com with details of the issue and any supporting photographs or documentation. Please do not return goods without prior written agreement from our team.

Where fabric samples have been approved by the client prior to a bulk order, minor variation in shade, texture, or hand-feel within normal production tolerances is not considered grounds for return. Natural variation between production runs is inherent to textile manufacturing.

Where a return is authorised and goods are received in their original condition, a refund or credit will be arranged. The method and timeline will be agreed upon at the time of resolution. Return shipping costs are the responsibility of the client unless the issue is determined to be on our part.

We encourage all clients to resolve concerns directly with us before escalating. Any matters that cannot be resolved through direct communication will be handled in accordance with the laws of Hong Kong.