Return Policy

Echo Return Policy

Thank you for choosing to shop with Echo! If you are not completely satisfied with your purchase, you have 30 days after receiving your item to request a return or an exchange. 

Please submit your return or exchange here.

  • If you purchased re:do at checkout for $4.98, your return shipping will be free
  • If you did not purchase re:do at checkout, you will be responsible for return shipping.

Instant Exchanges - If you opt for an instant exchange, your exchange order will be created immediately. Please note if your item is required to be returned back to us and you fail to do so before the label expires (after 28 days), you will be charged for the exchange.

EXCEPTIONS / NON-RETURNABLE ITEMS

Certain types of items cannot be returned.

  • Water filters;
  • Gift Cards;
  • Items Marked "Sale Final" or "Closeout";
  • Custom products (such as special orders or personalized items).
  • Re:do is non-refundable

Please get in touch if you have questions or concerns about your specific item.

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.

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

  • https://support.echoh2o.com
  • support@echowater.com 
  • +1 (855) 737-1114

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.

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 by filing a claim here so we can make it right!

  • Please keep in mind that 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

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 
  • If you are unsatisfied with your product, Echo Shipping Protection is not a product replacement plan. Rather, please request a return / exchange within our 30-day return period. 

WHAT IF I DID NOT PURCHASE RE:DO?

Please know that Echo strives to address all concerns! In this instance, If you did not purchase re:do, we will ask you to do a few extra tasks on your end to begin an investigation. Steps will include, but are not limited to: 

  • File a claim with the carrier 
  • Provide Echo with the claim number 
  • Echo will review claim and approve / deny 

 

If you have any questions or concerns, please reach out to the Customer Service team through email at support@echowater.com or by Calling +1 (855) 737 1114 (ext 1).