Refund policy

ELM ECHO RETURN AND REFUND POLICY

Return Windows

You may request a return within 7 calendar days of receiving your order for purchases delivered to the United States and other eligible markets outside the European Union and the United Kingdom.

For purchases delivered to the European Union or the United Kingdom, you may request a return within 14 calendar days of receiving your order. Where applicable law provides additional or longer consumer rights, those rights will apply.

Order Cancellation

You may request to cancel an order before it has been dispatched. Once an order has been dispatched, the applicable return procedure must be followed.

Return Conditions

Returned electronic products must be in substantially the same condition as received and include the original packaging, all accessories, manuals, labels, and any complimentary items. The product model and serial number must match the original order. An order number or other proof of purchase is also required.

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

Requesting a Return

Before returning any product, please contact support@elmecho.com. Include your order number, the product concerned, and the reason for the return. If your request is approved, we will provide the correct return address and instructions.

Products may be shipped from different fulfilment locations. Do not return an item to the address shown on the parcel or to our registered business address unless we specifically instruct you to do so. Unauthorised returns or products sent to an incorrect address may not be accepted.

Return Shipping Costs and Fees

For change-of-mind returns, the customer is responsible for the return shipping cost unless applicable law requires otherwise. If a product is damaged, faulty, missing accessories, 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 expedited shipping charges are not refundable unless required by applicable law. Where required by law, the cost of standard outbound delivery will also be refunded.

Items and Circumstances Not Eligible for a Change-of-Mind Return

Customized, engraved, or personalized products;
Software, digital products, or licenses that have been activated or used;
Devices linked to a personal account where the account cannot be removed;
Products that have been disassembled, modified, or repaired by an unauthorized person;
Products with removed, damaged, or altered serial numbers, labels, or tamper-evident seals;
Products damaged by misuse, water exposure, dropping, or other customer-caused incidents;
Products missing essential accessories or not matching the original order information.

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

Damaged, Faulty, or Incorrect Products

Please inspect your order promptly after delivery. If a product is damaged, faulty, missing accessories, or incorrect, contact support@elmecho.com as soon as possible. Include your order number and clear photographs or videos showing the issue.

Depending on the circumstances, we may provide a replacement, exchange, repair, partial refund, or full refund.

Refunds

We will notify you after receiving and inspecting the returned product. 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.