At Echo Labs Earbuds, we are committed to delivering high-performance audio products that meet rigorous quality standards. Please review our policy below regarding returns, exchanges, refunds, and order cancellations.
60-Day Return Policy
Our return policy is valid for 60 calendar days starting from the date your package is confirmed delivered. If 60 days have passed since delivery, we unfortunately cannot offer a refund or exchange.
Eligibility Criteria
- Defects & Malfunctions: Returns and refunds are primarily granted for units confirmed to have functional hardware defects or transit damage.
- Condition: To qualify for a return, the earbuds, charging case, cables, and ear tips must be returned in their original packaging with all included accessories.
- Change of Mind: We do not accept returns or provide refunds for simple buyer’s remorse or change of mind. Exceptional circumstances may be reviewed on a case-by-case basis at our management’s discretion, provided verified proof of purchase is submitted.
Non-Returnable Items
The following items are strictly non-refundable and non-returnable:
- Gift cards
- Promotional bundles marked as final sale
- Downloadable digital products or software extensions
- Products damaged due to misuse, accidental dropping, unauthorized repair, or improper water exposure beyond the IPX5 rating
Order Cancellations
Due to our automated order-routing system, fulfillment begins shortly after an order is submitted:
- Time Window: Cancellation requests are strictly accepted within 60 minutes of order placement.
- Eligibility: Cancellations only apply to regular, full-priced orders prior to warehouse packaging.
- How to Request: If you must cancel an order, email us immediately at [email protected] with the subject line “URGENT: Order Cancellation # [Your Order Number]”. Requests submitted after 60 minutes cannot be cancelled, as the parcel will have already entered fulfillment.
How to Initiate a Return
- Submit a Request: Email our customer care team at [email protected] within 60 days of delivery.
- Provide Details: Include your full name, order number, a copy of your receipt or order confirmation, and clear photo or video evidence illustrating the functional defect or hardware issue.
- Receive Authorization: If approved, our team will provide you with a Return Merchandise Authorization (RMA) number and the designated return warehouse address.
- (Please note: Do not send your purchase back to the sender address listed on the shipping label without prior authorization, as unauthorized packages cannot be identified or processed).
Refunds
Once your return arrives at our inspection facility, our technical team will examine the hardware to verify the reported issue.
- Notification: We will send you an email confirmation once your return has been received and inspected, followed by an update on the approval or rejection of your claim.
- Credit Issuance: If approved, your refund will be credited back to your original payment method within 5 to 10 business days, depending on your financial institution.
Late or Missing Refunds
If your refund status was approved but you have not yet seen the credit posted:
- Re-check your online banking or credit card statement.
- Contact your credit card issuer; it often takes several business days for refunds to formally clear pending status.
- Contact your bank to check their typical international or gateway processing hold times.
- If you have completed all of these steps and still have not received your funds, contact our billing desk at [email protected].
Exchanges
We replace items exclusively if they arrive defective, functionally impaired, or damaged during transit. If you need to exchange your unit for an identical replacement, email [email protected] with documentation of the defect, and we will arrange an exchange shipment.
Return Shipping & Fees
- Customer Responsibility: You are responsible for paying the shipping costs associated with returning your product to our fulfillment center.
- Non-Refundable Shipping: Original shipping fees (if any) are non-refundable. If a refund is approved, the original shipping fees will be deducted from your total payout.
- Tracking & Insurance: For your protection, we strongly recommend using a trackable shipping service and keeping the receipt. Echo Labs cannot issue refunds or replacements for returned merchandise that is lost, misrouted, or damaged in transit before reaching our facility.
- Processing: Refunds are released only after the returned merchandise has been physically received, logged, and confirmed compliant with the conditions outlined above.