Shopping & After-Sales Policy

Last updated: September 22, 2026

This page summarizes important information about shopping with Elm Echo, including orders, payments, shipping, cancellations, returns and refunds.

For complete terms, please also review our Shipping Policy, Return and Refund Policy, Terms of Service and Privacy Policy.

1. Service Area

Elm Echo currently accepts orders for delivery within the United States only.

We do not currently accept orders for delivery to addresses outside the United States.

2. Orders and Order Confirmation

Submitting an order constitutes an offer to purchase products from Elm Echo.

An automated order confirmation acknowledges that we have received your order but does not necessarily mean that the order has been accepted. An order is accepted when we send a shipping confirmation or otherwise confirm fulfilment.

Before accepting an order, we may cancel it for reasons including:

  • Unavailable stock;

  • Payment failure;

  • Shipping restrictions;

  • Incomplete or inaccurate customer information;

  • An obvious pricing error; or

  • Suspected fraud.

If we cancel an order after receiving payment, the applicable amount will be refunded to the original payment method.

Please verify your delivery address, contact information and order details before completing your purchase. We cannot guarantee changes after an order has entered processing.

3. Product Information and Compatibility

Before purchasing an electronic product, please review the applicable product information, including:

  • Product name and model;

  • Dimensions and technical specifications;

  • Voltage and power requirements;

  • Plug type;

  • Charging requirements;

  • Connectivity;

  • Device or operating-system compatibility;

  • Installation requirements; and

  • Intended use.

Product colours and appearance may vary slightly because of screen settings, lighting, manufacturing batches and reasonable production differences.

Products must be used in accordance with all supplied instructions, safety warnings, charging requirements and maintenance guidance.

Damage caused by misuse, improper installation, unsuitable power supplies, water exposure, dropping, disassembly or unauthorized modification is not eligible for a change-of-mind return and may not qualify for other remedies except where required by applicable law.

4. Prices, Payments and Taxes

Prices are normally displayed in U.S. dollars.

The final product price, shipping charge and any other amount collected by Elm Echo will be displayed at checkout before payment.

Elm Echo covers import duties, import taxes and customs clearance fees for orders delivered to the United States. Customers are not required to pay these import costs upon delivery.

Applicable U.S. sales tax is separate from these import costs. Where Elm Echo is required to collect sales tax, it will be shown at checkout before payment.

If a carrier requests an additional payment for import duties, import taxes or customs clearance fees, please contact support@elmecho.com before paying so that we can resolve the request.

Payments may be processed through Shopify or other authorized payment providers.

5. Order Processing

Orders are normally processed within 1–3 business days after payment is confirmed.

Weekends and public holidays are not counted as business days. Processing may take longer during holidays, promotional periods or periods of unusually high order volume.

Once an order has been dispatched, we will normally send a shipping confirmation email containing available tracking information.

6. Shipping Rates and Delivery Times

The following standard shipping rates apply to eligible orders delivered within the United States:

  • Standard shipping: US$10;

  • Free standard shipping on orders of US$59 or more.

Standard shipping normally takes approximately 4–7 business days after dispatch.

The estimated total delivery time is normally:

  • Order processing: 1–3 business days;

  • Shipping after dispatch: 4–7 business days;

  • Estimated total: 5–10 business days.

Delivery times are estimates and are not guaranteed. Carrier delays, public holidays, severe weather, customs processing, incorrect delivery information or other circumstances outside our reasonable control may affect delivery.

Products may be fulfilled from different warehouses or suppliers. Orders containing multiple products may arrive in separate packages and on different dates.

Please review our Shipping Policy for complete information.

7. Tracking

Available tracking information will normally be sent by email after dispatch.

Tracking updates may take 24–72 hours to appear after the carrier receives the shipment.

If your tracking information has not updated for an extended period, please contact support@elmecho.com and include your order number.

8. Order Cancellations

You may request cancellation before an order has been dispatched.

Please contact support@elmecho.com as soon as possible and include your order number. We cannot guarantee cancellation after an order has entered processing or has been dispatched.

Once an order has been dispatched, the applicable return procedure must be followed.

9. Seven-Day Change-of-Mind Returns

You may request an eligible change-of-mind return within 7 calendar days after receiving your order.

To qualify, the product must be:

  • Unused;

  • Unactivated;

  • Undamaged; and

  • In resalable condition.

The product must also include:

  • The original packaging;

  • All original accessories and components;

  • Manuals and accompanying documents;

  • Original labels and tamper-evident seals;

  • Protective materials;

  • Any complimentary items included with the order; and

  • A product model and serial number matching the original order.

An order number or other valid proof of purchase is required.

Opening the outer packaging solely to inspect the product does not automatically make it ineligible for return. However, products showing signs of actual use, wear, damage, alteration, disassembly, activation, stains, odours, scratches or improper handling are not eligible for a change-of-mind return.

For health and hygiene reasons, wearable or personal-care products that have been used in direct contact with the body are not eligible for a change-of-mind return.

These conditions do not apply where a product is faulty, damaged during delivery, incomplete, incorrect or materially not as described.

10. Items Not Eligible for Change-of-Mind Returns

The following items and circumstances are generally not eligible for a change-of-mind return:

  • Customized, engraved or personalized products;

  • Activated software, digital products or licences;

  • Devices linked to a personal account where the account cannot be removed;

  • Products that have been disassembled, modified or repaired without authorization;

  • Products with removed, damaged or altered serial numbers, labels or tamper-evident seals;

  • Products damaged through misuse, water exposure, dropping or improper installation;

  • Products damaged through the use of unsuitable chargers or power supplies; and

  • Products missing essential accessories or not matching the original order information.

These restrictions do not affect any applicable rights where a product is faulty, damaged, unsafe, incomplete, incorrect or materially not as described.

11. Damaged, Faulty, Incomplete or Incorrect Products

Please inspect your order promptly after delivery.

If a product arrives damaged, faulty, incomplete, incorrect or materially not as described, contact support@elmecho.com as soon as possible and provide:

  • Your order number;

  • The product name and model;

  • A description of the issue; and

  • Clear photographs or videos showing the issue.

Depending on the circumstances and applicable law, we may provide replacement parts, a replacement product, repair, partial refund, full refund or another appropriate remedy.

12. Requesting a Return

Our UK registered business address is not a customer return address. Approved returns must be sent to: C3-24-2, Tuxing, Liangjiang New Area, Chongqing, China. Before shipping any return, please contact support@elmecho.com for return authorisation, the recipient’s details, postal code and shipping instructions. Do not send any product without prior authorisation.

Do not return a product to the address shown on the parcel unless we specifically instruct you to do so.

Unauthorized returns or products sent to an incorrect address may not be accepted or processed.

We recommend using a tracked shipping service and retaining the shipping receipt until the return has been completed.

13. Return Shipping Costs

For an approved change-of-mind return, the customer is responsible for the return shipping cost.

If a product is damaged, faulty, incomplete or incorrect, Elm Echo will cover reasonable return shipping costs after the return has been approved and return instructions have been provided.

We do not charge a restocking fee.

Original shipping charges are not refundable for change-of-mind returns except where required by applicable law.

14. Refunds

We will notify you after receiving and inspecting an authorized return.

If the refund is approved, it will normally be issued to the original payment method within 7 business days. Your bank or payment provider may require additional processing time before the refund appears in your account.

If more than 15 business days have passed since your refund was approved, please contact support@elmecho.com.

15. Contact Information

Elm Echo
ELM & ECHO APPAREL LTD
Company number: 17009371
Email: support@elmecho.com
Registered office: Unit 7 Wilson Business Park, Initial Business Centre, Manchester, M40 8WN, United Kingdom

This UK address is not a customer return address. Approved returns must be sent to: C3-24-2, Tuxing, Liangjiang New Area, Chongqing, China. Before shipping any return, please contact support@elmecho.com for return authorisation, the recipient’s details, postal code and shipping instructions. Do not send any product without prior authorisation.