ELM ECHO SHOPPING AND AFTER-SALES POLICY

ELM ECHO SHOPPING AND AFTER-SALES POLICY

Last updated: 6 August 2026

This page summarizes the main policies you should understand when purchasing from Elm Echo, including orders, product specifications, delivery, taxes, returns, and refunds.

1. Purchases and Order Confirmation

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

An automated order confirmation only acknowledges that we have received your order. 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 relevant amount will be refunded to the original payment method.

Please confirm that your delivery address, contact information, and order details are correct before completing your purchase. We cannot guarantee changes once an order has entered processing.

2. Product Models and Compatibility

Before purchasing an electronic product, please carefully check the following information on the product page:

  • product name and model;

  • dimensions and technical specifications;

  • voltage and power requirements;

  • plug type;

  • connectivity;

  • operating-system requirements;

  • device compatibility;

  • installation requirements; and

  • intended use.

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

After receiving your order, please confirm that the product model and serial number match your order.

Products must be used in accordance with all instructions, safety warnings, charging requirements, and maintenance guidance supplied with them. Damage caused by improper installation, unsuitable power supplies, water exposure, dropping, disassembly, or unauthorized modification may not be covered by our return or warranty policies.

3. Prices, Payment, and Taxes

Prices displayed to customers in the United States are normally shown in U.S. dollars unless another currency is clearly indicated.

The final product price, shipping charge, applicable tax, and any other required fee will be displayed at checkout before payment.

Sales tax may be calculated and collected at checkout based on the customer’s location and applicable law.

International orders may be subject to customs duties, import taxes, brokerage charges, or other government fees. Unless checkout clearly states that these charges are included, the customer is responsible for charges lawfully imposed upon them.

Payments may be processed through Shopify or other third-party payment providers.

4. Order Processing

Orders are fulfilled through our partner warehouses and are normally processed within 1–3 business days after being placed.

Processing may take longer during public holidays, promotional periods, or periods of high order volume.

Once your order has shipped, you will receive a confirmation email containing available tracking information.

5. Estimated Delivery Times

Estimated delivery times after order processing are:

  • United States: 5–10 business days

  • Europe: 5–10 business days

  • Other destinations outside mainland China: 5–10 business days

Delivery times are estimates and are not guaranteed delivery dates.

Actual delivery may be affected by carriers, customs clearance, security checks, public holidays, weather conditions, incorrect addresses, or other circumstances outside our reasonable control.

If an order is significantly delayed, lost, damaged during delivery, or returned to the sender, please contact support@elmecho.com and include your order number.

6. Order Cancellations

You may request cancellation before fulfilment begins.

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

If an order cannot be cancelled, you may request a return after delivery in accordance with the conditions below.

7. Seven-Day Returns

You may contact us to request a return within 7 days of receiving your order.

Returned electronic products must be in substantially the same condition as received and include:

  • the original packaging;

  • all original accessories;

  • manuals and accompanying documents;

  • original labels and tamper-evident seals;

  • complimentary items supplied with the product; and

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

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

You may reasonably inspect the product. If it shows clear signs of use, damage, disassembly, modification, improper handling, or loss of value, we may refuse the return or reduce the refund accordingly. This does not apply where the product itself is faulty.

8. Return Restrictions

Our voluntary seven-day return policy generally does not apply to:

  • customized, engraved, or personalized products;

  • activated software, digital products, or licenses;

  • devices linked to a personal account that cannot be removed;

  • products disassembled, modified, or repaired without authorization;

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

  • products damaged by water exposure, dropping, improper installation, or misuse;

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

  • products missing essential accessories or not matching the original order.

These restrictions do not affect your legal rights if a product is faulty, damaged, unsafe, misdescribed, or otherwise fails to meet applicable legal requirements.

9. Damaged, Faulty, or Incorrect Products

Please inspect your order promptly after delivery.

If a product is damaged, faulty, missing accessories, materially not as described, or incorrect, 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.

Depending on the circumstances, we may provide replacement parts, an exchange, a repair, a partial refund, a full refund, or another remedy required by applicable law.

10. Requesting a Return

Before returning any product, please contact:

support@elmecho.com

If your return request is approved, we will provide the correct return address and instructions.

Products may be fulfilled through different warehouses, so the correct return location may vary. Do not send a product to the address shown on the parcel or to our registered office unless we specifically instruct you to do so.

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

11. Refunds

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

Approved refunds will normally be issued to the original payment method within 10 business days. Your bank or payment provider may require additional processing time.

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

12. Consumer Rights

The store policies on this page operate in addition to any mandatory consumer rights available under applicable law.

Our voluntary seven-day return period does not reduce any longer cancellation or return right provided by mandatory consumer law.

13. Other Policies

Please refer to the relevant full policy pages for information about:

  • Terms of Service;

  • Privacy Policy;

  • Cookie Policy;

  • product warranties and safety information;

  • intellectual property; and

  • our Legal Notice.

14. 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 registered office is not a customer return address. Please contact us before returning any product.