Refund policy

Last updated: 13 October 2026

Customer service email

All requests about returns, refunds and cancellations go to one address: ecdxllc@gmail.com. We answer within one business day, Monday to Friday.

Order processing time

Your order is processed and prepared within 1 to 2 business days after payment clears, then handed to the carrier. Business days are Monday to Friday, excluding public holidays.

Cancelling an order

You can cancel an order within 24 hours of placing it. If your cancellation request reaches us within these 24 hours and the order has not been shipped yet, we cancel the order and refund you in full, including shipping.

To cancel, write to ecdxllc@gmail.com with your order number and the words "Cancel my order". We confirm the cancellation by email.

After 24 hours, or once the order has been shipped, it can no longer be cancelled. You can still return it under the return conditions below.

14 days to return an item

You have 14 days from the day you receive your order to tell us that you want to return it. You do not have to give a reason.

How to return an item

  1. Email ecdxllc@gmail.com within 14 days of delivery with:
    • your order number;
    • the item or items you want to return;
    • the reason for the return;
    • photographs of the item if it is damaged, defective or not the item you ordered.
  2. We reply within one business day to confirm your return and send you a return authorization.
  3. Pack the item as described below and send it to the return address within 14 days of our confirmation. Write your order number on the parcel.
  4. Keep the tracking number and proof of postage until your refund is received.

Please do not send anything back before receiving our confirmation. Parcels sent without a return authorization may be delayed or refused.

Return address

Maison Favero Returns
ECDX LLC LIMITED
Flat 2304, 23/F, Ho King Commercial Centre
2-16 Fa Yuen Street, Mong Kok
Hong Kong

Condition and packaging of returned items

  • Items must be unused, complete, with all accessories, tags and the original protective cover.
  • Send the item in its original box if you still have it, or in a sturdy cardboard box of a similar size.
  • Protect the item inside the box (wheels, handles and corners) so it does not move during transport.
  • Do not stick labels or tape directly on the item or on its original packaging.
  • Include a note with your order number inside the parcel.

You may open the packaging and inspect the product as you would in a shop. An item that has been used or travelled cannot be returned as new. If an item comes back damaged or incomplete, we may reduce the refund to reflect its loss of value.

Who pays the return shipping

  • Return for a personal reason (change of mind, wrong size or colour chosen, no longer needed): the customer pays the return shipping. The cost depends on the carrier you choose.
  • Return because of us (item damaged on arrival, defective, or not the item you ordered): you pay nothing. We send you a prepaid return label or refund your return shipping cost on proof of postage.

Refund method and timing

  • Once the returned item reaches us, we inspect it within 3 business days and email you to confirm the refund.
  • The refund is made to the original payment method used for the order (for example the same credit or debit card). We do not refund in cash or store credit unless you ask for it.
  • After we issue the refund, it usually appears on your account within 5 to 10 business days, depending on your bank or card issuer.
  • The refund covers the price of the item and the standard outbound shipping cost. If you chose a faster shipping method, the difference is not refunded. For a cancelled order, everything you paid is refunded.

Damaged on arrival or defective

Photograph the damage and the packaging and write to ecdxllc@gmail.com within 48 hours of delivery. We replace the item or refund you in full, and we pay the return shipping. Every product also carries a two year warranty against manufacturing defects. See our Terms and Conditions.

Exchanges

We do not offer direct exchanges. Return the item for a refund and place a new order for the item you want.

Contact

Maison Favero
ECDX LLC LIMITED
Company Registration No. 81136159
Flat 2304, 23/F, Ho King Commercial Centre
2-16 Fa Yuen Street, Mong Kok
Hong Kong
Phone: +1 (914) 904-7796
Email: ecdxllc@gmail.com