Return and Exchange Policy

Version of 28.07.2026

Seller: S.C. PRIMCOMSERT S.R.L. (EcoBroom / InterEcoBroom), IDNO 1003600128878, bd. Mircea cel Bătrân 28/2 ap.81, MD-2075, Chișinău. Contacts: info@ecobroom.eu, +373 60 42 50 78.

1. Scope

This policy applies to retail orders placed on the website. Wholesale (B2B) supplies are made under a separate contract on prepayment terms; this retail return policy does not apply to wholesale transactions.

2. Goods with signs of use

An item showing signs of use, wear, soiling, odour or mechanical damage caused by the buyer is NOT eligible for return or exchange.

3. Grounds for return

A return or replacement is accepted ONLY for a confirmed manufacturing defect and ONLY where there are no signs of use, within 14 calendar days of receiving the goods. This policy provides for no other grounds for the return of retail goods.

4. Return shipping

The cost of return shipping of the returned goods is borne by the buyer. The cost of the original delivery is not refunded.

5. Refunds

Refunds are issued exclusively for goods with a confirmed manufacturing defect. A refund is made by the same payment method, to the same bank card, within 14 days of the Seller receiving the returned goods and confirming the defect.

6. Handmade goods — natural variations (not defects)

EcoBroom brooms and brushes are handmade from natural sorghum, not mass-stamped products. Every item is unique. The following are natural and acceptable, in particular: a small difference in length (slightly longer or shorter); a different number of stitching threads (one or two); variations in the shade of the sorghum (darker, greener or more yellow, depending on the harvest and batch). These features are a mark of authenticity, natural origin and handcraft; they are NOT a defect and are NOT grounds for return, exchange or refund.

7. Damage in transit

Claims of damage to the goods in transit are accepted only where the unboxing (unpacking) of the shipment has been recorded by photo and video, filmed continuously from the moment the undamaged package is received. Without such a recording, a claim of damage in transit is not accepted.

8. Delivery times

Stated delivery times are indicative. Delays caused by the carrier, the postal service or customs authorities are not grounds for return, rejection of the goods or a refund.

9. Wholesale orders

Wholesale consignments are accepted by quantity and evident defects at the moment of receipt. Once the acceptance document is signed, claims as to quantity and evident defects are not accepted. Other quality and claim terms are governed by the supply contract.

10. Payment disputes (chargeback)

The Seller retains proof of dispatch and the tracking number of the shipment and provides them as evidence of fulfilment of the order in the event of any payment dispute.

11. Non-receipt of the shipment

If a shipment is returned to the Seller for reasons attributable to the buyer (incorrect or incomplete address, failure to collect, refusal to accept), a refund is issued less the cost of shipping in both directions.

12. How to request a return

Send a request to info@ecobroom.eu with the order number, a description and photos/video. The Seller will advise the procedure and return address. Goods sent back without prior agreement are not accepted.

13. EU consumer rights

This policy does not limit the mandatory rights granted to consumers under European Union consumer-protection law.