Policy Summary
- Ekoroll operates primarily as a B2B wholesale supplier.
- Returns are generally not accepted for shipped wholesale orders.
- Damaged or defective goods must be reported within 7 days.
- Claims may be resolved through replacement products or commercial credit.
- Private label and custom production items are not eligible for return.
This website is operated by Ekoroll (“the Company”).
The Company operates primarily as a business-to-business (B2B) wholesale supplier of sustainable packaging and disposable product solutions. Because most orders involve wholesale production, bulk logistics and international shipping, return conditions differ significantly from standard retail transactions.
This Return Policy explains the conditions under which product claims, replacements or commercial adjustments may be considered for goods supplied by the Company.
1. Scope
This Policy applies to all purchases, inquiries and commercial transactions conducted with the Company through:
- Direct wholesale orders
- Website inquiries or contact forms
- Email communication
- Distribution agreements
- Export or international trade arrangements
This policy applies to both domestic and international wholesale customers.
2. Nature of Wholesale Orders
Most products supplied by the Company are manufactured and delivered as bulk wholesale production orders. Orders may involve customized quantities, special packaging configurations or private label manufacturing.
Due to production planning, logistics costs and packaging integrity requirements, returns are generally not accepted for wholesale orders once products have been shipped.
Customers are responsible for carefully verifying product specifications, packaging formats, quantities and delivery details before confirming an order.
Refunds are generally not provided for wholesale orders. In most cases, commercial resolutions are handled through replacement goods, credit adjustments or other mutually agreed solutions.
Retail & Small Order Returns
For smaller quantity orders or non-wholesale purchases made through the website, returns may be accepted under limited conditions.
Customers may request a return within 14 days of delivery for eligible non-wholesale orders, provided that:
- Products are unused and in their original condition
- Original packaging remains intact
- The customer covers return shipping costs
This return option does not apply to:
- Wholesale bulk orders
- Private label or custom production
- Products manufactured specifically for special orders
All return requests are subject to approval based on product condition and commercial feasibility.
3. Damaged, Defective or Incorrect Products
If products arrive damaged, defective, or incorrect due to manufacturing or shipping issues, customers must notify the Company within 7 days of delivery.
To properly evaluate a claim, the Company may request the following information:
- Order number or invoice reference
- Description of the issue
- Photographic or video evidence
- Estimated quantity affected
After reviewing the submitted information, the Company may offer an appropriate resolution which may include:
- Replacement of defective or incorrect goods
- Partial credit or commercial adjustment
- Alternative mutually agreed commercial resolution
All resolutions are determined at the Company’s reasonable commercial discretion based on the specific circumstances of each claim.
4. Non-Returnable Items
The following products and situations are not eligible for return or compensation:
- Wholesale orders already shipped or delivered
- Private label or custom printed products
- Products manufactured specifically for special orders
- Opened or used packaging products
- Products damaged due to improper storage, handling or transportation after delivery
- Products stored outside recommended environmental conditions
5. Transportation and Shipping Damage
If damage occurs during transportation, customers should notify both the logistics carrier and the Company as soon as possible.
Prompt reporting helps ensure proper investigation and allows coordination with logistics providers when necessary.
Shipping responsibilities may vary depending on the agreed Incoterms (such as EXW, FOB, CIF or similar) specified in the commercial agreement, invoice or shipping documentation.
6. Inspection Upon Delivery
Customers are responsible for inspecting all goods immediately upon delivery.
Any visible transportation damage, packaging issues or quantity discrepancies should be documented and reported within the claim period defined in this policy.
7. Quality Assurance
The Company applies internal quality control procedures during manufacturing and prior to shipment in order to maintain consistent product quality and supply reliability.
These procedures are designed to minimize manufacturing defects and ensure dependable product supply for horeca distributors, retailers, wholesalers and international partners.
8. Policy Updates
The Company reserves the right to update or modify this Return Policy when necessary due to operational, regulatory or commercial changes.
The most current version will always be published on this website.
9. Contact
For questions regarding this Return Policy or to submit a product claim, customers may contact the Company at: info@ekoroll.com
The Company reviews all claims in good faith and aims to respond within reasonable commercial timeframes.
This policy ensures alignment with standard e-commerce return expectations while maintaining the operational structure of wholesale supply.