Refund policy

7-Day Change-of-Mind Returns

You may request a change-of-mind return within 7 calendar days from the date your order is delivered, without providing a reason.

To request a return, email support@elmecho.com within the 7-day period and include your order number. Your request is considered submitted when we receive your email.

Please do not send the product back until we have approved your request and provided return instructions. Unauthorised returns may be refused, delayed or unable to be identified.

Return Conditions

To qualify for a change-of-mind return, the product must:

  • Be unused, unactivated and in resalable condition;

  • Be returned in its original packaging;

  • Include all accessories, components, manuals, labels, inserts, protective materials and complimentary items supplied with the order;

  • Have no missing, substituted or damaged parts;

  • Have a model number and serial number matching the original order; and

  • Be accompanied by an order number or other valid proof of purchase.

We may request photographs or videos showing the product, serial number, packaging and included accessories before approving the return.

Opening the outer packaging solely to inspect the product does not automatically make it ineligible for return. However, inspection must not go beyond what is reasonably necessary to confirm the product’s appearance, size, features and contents.

A product is not eligible for a change-of-mind return if it:

  • Has been used, activated, registered, worn or connected to an account;

  • Shows signs of wear, damage, alteration, repair, disassembly or improper handling;

  • Has stains, odours, scratches, dents or other cosmetic damage;

  • Is missing packaging, accessories, manuals, labels, protective materials or complimentary items;

  • Has had a hygiene seal, security seal or protective film removed where removal affects hygiene or resale;

  • Has a missing, altered or mismatched serial number; or

  • Cannot reasonably be resold as new.

Wearable and Personal-Care Products

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

If you are uncertain about a product’s size, fit or suitability, please contact us before opening or using it.

Faulty, Damaged, Incorrect or Incomplete Products

The change-of-mind conditions above do not apply when a product is faulty, damaged during delivery, incomplete, incorrect or materially different from its description.

If you experience one of these issues, please contact support@elmecho.com as soon as reasonably possible and provide:

  • Your order number;

  • A clear description of the issue;

  • Clear photographs or videos showing the problem;

  • Photographs of the packaging and shipping label, where relevant; and

  • The product model and serial number.

Please retain the product and all packaging until we complete our assessment. Depending on the circumstances and applicable law, the available remedy may include troubleshooting, replacement parts, repair, replacement or a refund.

Nothing in this policy excludes or limits any rights or remedies available under applicable consumer law.

Return Authorisation and Address

Our UK 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. After your return request is approved, we will provide the recipient name, telephone number, postal code and any additional shipping instructions.

Do not send any product without prior authorisation. We are not responsible for unauthorised returns, returns sent to an incorrect address or packages that cannot be identified.

Please use a trackable shipping service and retain the shipping receipt and tracking number until the return and refund process has been completed.

Return Shipping Costs

For an approved change-of-mind return:

  • The customer is responsible for return shipping costs;

  • Original shipping charges are non-refundable; and

  • Any customs duties, taxes or other return-related charges are the customer’s responsibility.

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.

Inspection and Refunds

All returned products are inspected after arrival. Approval of a return request does not automatically guarantee a refund. A refund will be issued only after we confirm that the returned product satisfies the applicable conditions.

If an approved change-of-mind return does not meet these conditions, we may reject the return. Where permitted by applicable law, the customer may be responsible for the cost of sending the rejected product back to them.

Once the return has been inspected, we will notify you whether the refund has been approved. Once your refund is approved, we will issue it to your original payment method within 10 calendar days. Your bank or payment provider may take additional time to post the refund.