Ecothreads Textile Limited
Returns & Refunds
We stand behind the materials we supply. Please read our policy carefully before placing an order.
Last updated: March 2026
1. Our Commitment
At Ecothreads Textile Limited, we take pride in the materials we supply and aim to ensure every order meets the agreed specifications. If something is not right with your order, we want to hear from you and will work to find a fair resolution.
2. Eligibility for Returns
Returns may be accepted in the following circumstances:
- The goods received do not match the agreed specifications (e.g. fabric weight, fibre content, width, or colour).
- The goods are materially defective due to a manufacturing fault.
- The wrong product was dispatched in error.
Returns are not accepted for change of mind, incorrect ordering, or where the goods have been cut, altered, washed, or otherwise processed after receipt.
3. How to Raise a Return
To initiate a return, please contact us within 7 calendar days of receiving your order at admin@ecothreadstextile.com with the following information:
- Your order reference number.
- A description of the issue.
- Photographs or other supporting evidence where applicable.
We will review your claim and respond within 3-5 business days. Do not return goods without prior written authorisation from our team, as unauthorised returns may not be accepted.
4. Samples and Approved Orders
Where a client has approved fabric samples or swatches prior to placing a bulk order, returns will not be accepted on the basis of shade, texture, or hand-feel variation within the normal tolerance range of the approved sample. Minor natural variation between dye lots and production runs is inherent to textile manufacturing and is not considered a defect.
5. Refunds
Where a return is authorised and goods are received back in their original, unprocessed condition, we will issue a refund or credit note within 10 business days of receiving the returned goods. Refunds are issued via the same method as the original payment where possible.
Outward shipping costs are non-refundable unless the return is due to our error. Return shipping costs are the responsibility of the client unless the fault is determined to be on our part.
6. Disputes
We encourage all clients to raise concerns with us directly before escalating to third parties. Our goal is to resolve disputes quickly and fairly. If a resolution cannot be reached through direct communication, the matter will be handled in accordance with the laws of Hong Kong.
If you have any questions about this policy, please contact us at admin@ecothreadstextile.com or write to us at 8/F, China Hong Kong Tower, 8-12 Hennessy Road, Wan Chai, Hong Kong.