Refund Policy
Last updated: October 27, 2026
We want you to be happy with every DIAM order. This policy explains when we accept returns and how refunds work for orders placed with Diamond Ecosoft LLC ("DIAM," "we," "us").
Damaged, defective or incorrect items
If your order arrives damaged, defective, short or with the wrong items, contact us within 7 days of delivery or pickup. Please include your name, order details and photos of the problem and its packaging. Once we confirm the issue, we will send a replacement or give you a refund for the affected items, at no cost to you, including any return shipping.
Unopened items
You may return items that are unopened, unused and in their original sealed packaging within 14 days of delivery or pickup.
- Contact us first to arrange the return. Returns sent without contacting us may not be accepted.
- You are responsible for return shipping costs unless the return is due to our error.
- We inspect returned items before issuing a refund.
Items we cannot accept back
For health and hygiene reasons, we cannot accept returns of:
- Opened, used or unsealed tissue products, unless they are damaged or defective.
- Items returned after the time limits above.
- Free samples.
- Custom, private-label or specially packaged orders, unless they are damaged or defective.
Wholesale and bulk orders
Returns and refunds for wholesale, distributor and bulk orders follow the terms in your quote, order confirmation or written agreement. If those terms don't cover a situation, this policy applies.
Cancelling an order
You can cancel an order at no charge before it ships or is ready for pickup. Contact us as soon as possible. Once an order has shipped, the return terms above apply.
How refunds are paid
Approved refunds are issued to your original payment method within 30 days of approval. Your bank or card provider may take extra time to post it. Original delivery charges are refunded only when the return is due to our error.
How to request a return or refund
Email admin@diamondecosoft.com or call us during business hours with your name, order details, the items involved and the reason. We will reply with next steps.
Contact us
Diamond Ecosoft LLC
239 Fourth Ave, Ste 1401 #9009
Pittsburgh, PA 15222
Email: admin@diamondecosoft.com
Phone: 215-606-1819 or 215-530-0996
Hours: Monday to Friday, 10:00 a.m. to 4:00 p.m. Eastern Time