1. Scope
This policy covers downloadable theme content, assisted installation, the pre-publication storefront review and mixed packages. It applies alongside mandatory consumer law; it does not replace rights that cannot be waived.
2. Making a request
Submit a refund request from your authenticated Buyer Portal account and identify the order, issue and requested outcome. Ecomfella may request proportionate identity or payment verification, but never a wallet private key, password or unrestricted Shopify credential.
3. Failed or defective digital delivery
Ecomfella will investigate failed delivery, corrupted downloads, material misdescription and reproducible technical defects. Reasonable troubleshooting, replacement delivery, repair or another lawful remedy may be offered. A refund may be appropriate when the problem cannot be corrected within a reasonable time or mandatory law requires it.
4. Duplicate payments and overpayments
Confirmed duplicate payments and accidental overpayments are reviewed against the order and payment ledger. Any approved refund is limited to the verified excess and may account for unavoidable third-party network fees only where the law permits and those fees were disclosed.
5. Change of mind and digital content
A change-of-mind request is assessed according to the customer's location, targeting, contract and applicable law. Downloading or receiving digital content does not remove remedies for defects, misdescription or non-delivery.
Where EU/EEA withdrawal rules apply, immediate delivery begins only after separate express consent and acknowledgement. The legal effect depends on the applicable conditions; Ecomfella does not use a pre-ticked or hidden waiver.
6. Assisted services
A service that has not started may be cancellable subject to applicable law. If the customer expressly asks for service to begin early, Ecomfella may retain a proportionate amount for work properly performed where the law permits. Once a service is fully performed following the required express request and acknowledgement, the withdrawal position may change, but defective or inadequate performance remains reviewable.
7. Mixed packages
Complete Launch contains digital content and services. Each part is assessed separately: theme delivery, assisted installation and the storefront review are not treated as though they were one indivisible event when the law requires separate treatment.
8. Installation state
Whether installation has not started, has started or has been completed is recorded in the case. Completion does not excuse defective work. Customer-requested custom changes outside the package are not automatically refundable merely because the customer later changes direction.
9. Bank-transfer errors and overpayments
Underpayments remain unpaid until resolved through the order-linked review process. Overpayments are investigated using the order, amount and unique payment reference. Refunds use a verified lawful destination and may not be returned to a different person without enhanced review.
For crypto payments, a refund or the return of an overpaid surplus is sent only to a wallet address the customer verifies through the Buyer Portal, in the asset originally received, and may deduct unavoidable network fees where the law permits and those fees were disclosed. Exchange-rate movements after payment are not refunded.
10. Bank and provider fees
Bank or provider fees are disclosed where known. They are not used to defeat mandatory consumer remedies. Ecomfella will explain any permitted deduction before processing an approved refund.
11. Fraud and dispute abuse
Ecomfella may reject fabricated evidence, duplicate recovery attempts or abusive chargeback conduct after recording the reasons. A genuine complaint, statutory claim or good-faith dispute is not treated as abuse merely because it is inconvenient.
12. Review and decision
Every request receives a case number and audit trail. The decision records the category, evidence considered, approved amount and reason. Ecomfella communicates progress without promising an unverified processing deadline.
13. Approved refunds
An approved refund is marked processed only after the outgoing transaction or provider action is verified. A credit note is linked to an issued invoice where required. Processing time depends on the payment route and provider; a crypto refund is processed when the outgoing transaction is confirmed on the network.
14. Effect on access
A full refund may end future download, update, support and store-seat rights after the refund is processed. Ecomfella does not remotely disable or sabotage theme code already installed in a store.
15. Mandatory rights
No sentence in this policy excludes a non-waivable remedy for defective, corrupted, materially misdescribed or undelivered content or for services performed without reasonable care where applicable law provides that remedy.
Seller identity
Help requests and theme faults go through Support: your Buyer Portal, email or WhatsApp, one inbox.
- Trading name
- Ecomfella
- Registered seller
- BMB SYNCED HOLDING L.L.C
- Limited liability company
- Dubai, United Arab Emirates
- ecomfella@outlook.com
- Governing law
- The law of the United Arab Emirates as applied in Dubai.
- Disputes
- Raise a complaint with Ecomfella support at ecomfella@outlook.com first. If it is not resolved, the courts of Dubai, United Arab Emirates have jurisdiction, without affecting any mandatory consumer right to bring a claim locally.
- Data controller
- BMB SYNCED HOLDING L.L.C
- Privacy contact
- ecomfella@outlook.com
- Website
- ecomfella.com