Refund policy

Echo Return Policy

Thank you for choosing to shop with Echo! If you are not completely satisfied with your purchase, you have 60 days after receiving your item to request a return or an exchange. 

Unless the item sold is faulty, the customer is responsible to pay for the return.

Purchased from Echo Water UK: Submit a return or exchange request through our Return/Exchange Portal. No product registration is needed—we’ve got you covered.

Purchased from a third-party retailer: Please contact the retailer directly to process your return or exchange.

REFUNDS

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please note, while we process refunds within 10 business days, your bank or credit card issuer may take additional time to reflect the refund in your account.

Important Notes:

Refunds can only be issued to the original payment source used for your order.

  • Gift card refunds will returned to the same gift card if you used at the time of purchase.
  • If you no longer have access to your original payment method or gift card, please request store credit when submitting your return.
  • Once a refund has been processed, it cannot be canceled, and no additional refunds or credits will be issued.
  • If it has been more than 10 business days since we received your return and you have not received a refund notification email, please contact our support team. 

European Union 14-Day Cooling Off Period

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

EU customers wishing to exercise their 14-day cooling-off right should contact us at the details provided above to initiate the return.

If more than 15 business days have passed since we’ve approved your return, please contact us

WHAT IF THERE WAS A PROBLEM WITH MY ORDER?

If you run into an issue upon delivery (you never received your item, item arrived damaged/defective, or the wrong product was delivered), please let us know so we can make it right! You can Submit your Shipping Claim here

  • Please keep in mind that shipping claims need to be submitted within 2 weeks of receiving your item
  • If your item says “delivered” and has not arrived, please wait 3 business days before filing a claim as we have seen packages show up within this timeframe.
  • Lost in transit packages are considered when there has not been tracking updates for more than 7 business days

Once submitted, we will review your claim and get back to you within 1 business day

If you run into a problem with your product outside of the return window, this would be covered under our Warranty Policy

WE DO NOT COVER

  • Missing parcels or redelivery fees due to invalid / incorrect address information provided by you 
  • Delays in transit 
  • Order marked as unfulfilled or unshipped. This may be due to a pre-order or delay in shipping during high-volume periods (ex. Holidays). 
  • International orders stuck in customs - we can't be held responsible for customs delays. Please get in touch with your chosen carrier and pay required customs fees. If you refuse customs payments, we are not liable for any return to sender fees and these will be deducted from your refund. 
  • Items that are returned to us for a refund or exchange that are in an unsellable condition 
  • If you requested items to be left outside your property and they go missing - this waives the right to any claim as per carrier terms and conditions 

Limitations

While we’re committed to resolving as many issues as possible, the following situations are not covered under our return and claim policies:

  • Third-Party Purchases: Items purchased from retailers other than echowater.com must be returned or claimed through the original seller.
  • Unsellable Item Returns: Returns that show significant wear and tear, have been altered or repaired, or were damaged prior to return will not be accepted.
  • Incorrect Item Returned: We can only accept returns that match the original product purchased from echowater.com.
  • Unauthorized Returns: All returns must be approved through our return portal. Items returned without prior authorization will be rejected.

Need Help?

We're here to assist you with any questions or concerns. Feel free to reach out to our support team:

📧 Email: support@echowater.co.uk

📞 Phone: +44 (20) 8697 9005

Our team is always happy to help!