Return & Refund Policy

At EOCOKNORA, our goal is to provide customers with a clear and reliable return experience.

This Return and Refund Policy applies to eligible purchases made through eocoknora.com.

1. 30-Day Return Period

Customers may request a return within 30 days after the eligible order has been confirmed as delivered.

Before returning any product, please contact our customer support team:

Email: service@eocoknora.com

Our team will review your request, confirm eligibility, and provide applicable return instructions and return address information.

Please do not send products back without contacting us in advance.

Returns sent without prior authorization or sent to an unauthorized address may be delayed or may not be processed.

2. Return Eligibility

Unless the product arrives damaged, defective, incorrect, incomplete, or other remedies apply under applicable laws, returned products should generally:

• Be unused or in like-new condition
• Not have customer-caused damage
• Not have been modified
• Include all original components
• Include all original accessories
• Include any product accessories provided with the order
• Include product instructions or care information (if available)
• Be returned with the original packaging whenever possible

Proof of purchase may be required, such as an order number or order confirmation.

Because many EOCOKNORA products are made with ceramic materials, artistic structures, unique textures, or delicate decorative details, returned products should be carefully packaged to prevent damage during transportation.

We may inspect returned products before approving a refund.

3. Opened or Used Products

Opening a product does not automatically mean it cannot be returned.

However, where permitted by applicable laws, opened or used products returned due to personal preference may be subject to inspection.

Returned products should not show signs of:

• Excessive use
• Misuse
• Customer-caused scratches, cracks, breakage, or other damage
• Unauthorized repairs
• Modifications
• Missing accessories or components
• Damage caused by improper cleaning, storage, handling, or use

For artistic ceramic products, return eligibility may depend on whether the product has been installed, altered, damaged, or used beyond reasonable inspection purposes, and is subject to applicable laws and product-specific return conditions.

If a product has significantly decreased in value due to handling beyond what is reasonably necessary for inspection or evaluation, an appropriate deduction may be applied where permitted by law.

4. Non-Returnable Items

Where permitted by applicable laws, certain products may not qualify for returns based on personal preference, including:

• Customized or personalized products
• Gift cards
• Products clearly marked as final sale
• Products damaged due to misuse or improper handling
• Products that have been modified or repaired without authorization
• Products missing important components due to customer handling
• Other products clearly identified as non-returnable before purchase

Any product-specific exceptions will be stated on the relevant product page or communicated before return approval.

This section does not limit statutory consumer rights that cannot be excluded under applicable law.

5. Damaged, Defective, Incorrect, or Incomplete Orders

Please inspect your EOCOKNORA order immediately after delivery.

This is especially important for products containing:

• Ceramic materials
• Artistic decorative structures
• Unique surface finishes
• Delicate design elements
• Other fragile product details

If your order arrives:

• Broken
• Damaged
• Defective
• Incorrect
• Missing accessories
• Missing components
• Incomplete

Please contact us as soon as possible.

To help us review the issue, please provide:

• Your order number
• Product name
• Clear photos of the product
• Photos of the inner protective packaging
• Photos of the outer packaging
• Shipping label photo, if available
• A short video showing the issue, if possible

For artistic decorative products, a short video may help us better understand:

• Structural damage
• Surface issues
• Product condition
• Packaging-related damage
• Other product concerns

After reviewing the provided information, we will provide appropriate next steps based on the specific situation, our applicable policies, and applicable consumer laws.

6. Basic Product Inspection Before Return

For certain product-related concerns, our customer support team may first provide reasonable product inspection or troubleshooting guidance.

This may include:

• Checking product condition
• Reviewing packaging information
• Confirming product details
• Reviewing care instructions
• Confirming whether the issue is related to product characteristics

For ceramic and artistic products, we may request photos or additional information to better understand the nature of the concern.

If the product is damaged, unsafe, or unsuitable for continued use, you should stop using the product.

7. Return Shipping Costs

For returns based on personal preference, including:

• Change of mind
• Selecting the wrong product
• No longer needing the product
• Product not matching personal preference
• Other reasons not caused by us

Where permitted by applicable laws, customers are generally responsible for return shipping costs.

If EOCOKNORA confirms that a product is:

• Damaged during transportation
• Defective
• Incorrectly shipped
• Incomplete
• Otherwise eligible for seller-paid return costs under applicable laws

We will provide appropriate return instructions or resolution options.

Please do not purchase expensive return shipping services before receiving instructions from our customer support team.

8. Original Shipping Fees

In general, original shipping fees are not refundable for returns based on personal preference, unless:

• Otherwise clearly stated by EOCOKNORA
• The return resulted from an error on our part
• The product was defective, damaged, or incorrectly shipped
• Refund of shipping fees is required by applicable law

9. Return Address

Return addresses may vary depending on:

• Product type
• Shipping location
• Customer destination
• Warehouse location
• Logistics arrangements
• Reason for return

Therefore, please do not return products to our registered company address unless specifically instructed by our customer support team.

After your return request has been reviewed and approved, we will provide the correct return address.

10. Return Packaging

EOCOKNORA products may include ceramic structures, decorative details, unique textures, or other delicate artistic elements.

Customers should carefully package returned items to reduce the risk of damage during return transportation.

Whenever possible, please include:

• Main product
• Original accessories
• Product instructions or care information
• Original protective materials
• Original packaging
• Other items originally included in the order

Fragile ceramic products should be properly protected inside the package to prevent movement, impact, cracking, or damage.

Customers are responsible for ensuring that personal preference returns are properly packaged for transportation.

11. Missing Accessories or Components

Where permitted by applicable laws, if a returned product is missing components originally included with the order, the refund amount may be reduced accordingly.

Examples include:

• Original accessories
• Product care instructions
• Decorative components
• Removable parts
• Protective packaging
• Other items included with the original order

Any deductions will be evaluated based on the specific circumstances of the return and applicable laws.

12. Return Inspection

After receiving the returned product, we may inspect it to confirm:

• Product identification
• Return eligibility
• Product condition
• Reason for return
• Included accessories
• Included components
• Condition of ceramic materials, artistic details, and other product features

Approval of a return request does not necessarily mean that a refund has been approved.

A refund will only be processed after the returned product has been received and inspected.

13. Refunds

If your return request is approved after inspection, the refund will generally be issued to the original payment method.

After EOCOKNORA issues the refund, your bank, payment provider, or financial institution may require additional processing time before the funds appear in your account.

Processing times vary and are controlled by the relevant financial institution or payment provider.

14. Refund Deductions

Where permitted by applicable laws, appropriate deductions may be applied for significant loss of product value caused by:

• Missing accessories
• Missing components
• Excessive use
• Customer-caused scratches, cracks, breakage, or damage
• Unauthorized modifications
• Unauthorized repairs
• Improper cleaning
• Improper handling
• Damage occurring after delivery

Any deductions will be assessed based on the specific circumstances of the return.

15. Exchanges

Exchange availability depends on current product availability and inventory.

Because EOCOKNORA products may be available in different:

• Designs
• Sizes
• Colors
• Finishes
• Styles
• Product variations

A suitable replacement may not always be available.

If a direct exchange cannot be provided, the most effective option may be:

1. Request a return of the eligible original product.
2. Complete the approved return process.
3. Place a new order for the desired product.

Please contact our customer support team before requesting an exchange.

16. Order Cancellation

If you would like to cancel your order, please contact us as soon as possible after placing the order.

Email: service@eocoknora.com

We will make reasonable efforts to assist before shipment preparation begins.

However, once an order has entered:

• Processing
• Picking or packaging
• Protective packaging preparation
• Fulfillment
• Shipping preparation
• Dispatch

we cannot guarantee that cancellation will be possible.

If your order has already shipped, you may need to follow the applicable return process after receiving the product.

17. Refunds for Cancelled Orders

If payment has already been processed and we successfully cancel your order, we will issue the applicable refund to the original payment method or another method permitted by the payment provider.

Your financial institution may require additional processing time before the refund appears.

18. Refused or Unclaimed Packages

Refusing delivery does not automatically qualify for a full refund.

If a package is refused, unclaimed, or returned to the sender, please contact us so we can review:

• Shipping status
• Carrier charges
• Product condition
• Return eligibility
• Other relevant circumstances

Where permitted by applicable laws, reasonable shipping or return costs caused by refusing or failing to accept a valid delivery may be deducted from a personal preference refund.

19. International Returns

International returns may involve additional costs, including:

• Return shipping fees
• Customs procedures
• Carrier requirements
• Documentation
• Transportation time

Ceramic and artistic decorative products may require additional protective packaging during international return transportation.

Please contact us before sending any international return.

Except where liability cannot be excluded under applicable law, EOCOKNORA is not responsible for unnecessary customs fees or shipping charges caused by returns that do not follow the provided instructions.

20. Consumer Rights

This Return and Refund Policy supplements, rather than replaces, consumer rights provided by applicable laws.

Depending on your country, state, province, or region, you may also have statutory rights regarding:

• Defective products
• Product conformity
• Damaged products
• Repairs
• Replacements
• Returns
• Refunds
• Cancellation or withdrawal rights

Nothing in this policy is intended to waive or limit rights that cannot be excluded under applicable law.

If mandatory consumer protection laws provide greater rights than those described in this policy, those legal rights will continue to apply.

21. Contact Us

If you have any questions regarding returns, refunds, exchanges, damaged products, product defects, or order cancellations, please contact us:

Brand: EOCOKNORA

Website: eocoknora.com

Legal Entity:
Zhoukou Hemu Network Technology Co., Ltd.

Registered Address:
No. 006, Dachenying Village, Xiaochenying Administrative Village, Liufuj Town, Shenqiu County, Zhoukou City, Henan Province, China

Unified Social Credit Code:
91411624MAE7Y0DN5T

Customer Support Email:
service@eocoknora.com

For any order-related questions, please provide your order number and the email address used during checkout.

For damaged products, defective items, or product concerns, please provide clear photos and videos where appropriate.

Please do not send complete credit card information, CVV/security codes, or account passwords through email.

eocoknora.com is owned and operated by Zhoukou Hemu Network Technology Co., Ltd. The company is responsible for the operation of the online store, customer service, order coordination, and related e-commerce activities.

EOCOKNORA — Designed ceramic art for modern living spaces.