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Returns

Order Cancellation:

Before Dispatch


As stated in our Terms and Conditions, all orders placed by you are subject to acceptance by us. We have accepted your order when we send you an email confirming that your order has been dispatched. At this point a legally binding contract is formed between you and us.
If you wish to cancel your order and you have not yet received an email from us confirming that your order has been dispatched; Pls contact the support team to cancel your order. We are unable to cancel orders for goods that package is on the way.


To cancel your order, please inform us of your decision by contacting us here. We will need your order number which is provided in the email that we send you confirming that your order has been accepted. If you have an online account, you can also see your order number under the ‘Orders’ section.

Returns:

7 Day Dead on Arrival (DOA) Guarantee


If your item arrives damaged or is not working, please follow the warranty process and contact our Support Center for RMA authorization within 7 days of the order being received. After returning the product to the address provided by our support team, we can send you a new item free of charge (we will reimburse you the return shipping cost), or you can choose to receive a full refund. Enjoy total peace of mind: every single purchase is 100% risk-free each time you shop at Echtpower.

Special Notes:
1. Customers must first send a clear photo or video of the damaged or defective product and the shipping packaging before we can consider issuing RMA authorization. Please use good lighting, and a close to medium distance, so we can identify and verify the issue(s). Attachment size must be under 10MB for the Support Center, please send larger attachments to: support@echtpower.com.


2. After Echtpower has received the returned product and confirmed the product is faulty, the return shipping cost will be refunded based on a valid return receipt. For example if the return shipping fee is 30 USD, Echtpower will refund the same amount of 30 USD to the customer. If our technical team determines the item is not DOA , Echtpower will not compensate the return shipping fee. Refund requests for a return shipping fee without a valid RMA return receipt slip will not be accepted.


3. Product returns must be via one of Echtpower's approved shipping methods; our Support Center can provide you with further details.

30 Day Unconditional Refund Guarantee for Unopened & Unused Items


If for whatever reason you do not want your item within 30 days of receiving it, you may also contact us for a return and refund. Kindly note that in such cases the return shipping fee is the customers responsibility and is non-refundable. Items MUST be returned in their original packaging, unused and unopened in order to qualify for a product refund.

Note that the returns shipping fee is non-refundable and products must be returned unopened and unused for a refund.

 

30 Day Money Back Guarantee


For most items, in the unlikely situation that your product is faulty, you can send it back for a refund or item exchange within 45 days of receiving it. Return shipping reimbursement is not available for this.

 

How to Request Warranty (Return, Repair and Refund)


If your item has an issue, please feel free to contact our support team at support@echtpower.com
Please carefully follow our warranty process to minimize any delays: 1. Describe the problem with your item in detail: What happened? When? How? Please also state your full order number and product.
2. Tell us what steps you have already taken to resolve the issue.
3. Send a clear photo or video showing the defect(s); these should be taken under good lighting.
NOTE: Photos/videos should ideally be clear and focused, taken under good lighting conditions, and from a close to medium distance. This allows us to identify and verify the issue(s). We will always do our very best to help you. Thank you in advance for providing all the information stated above.

 

Missing Item(s), Wrong Item(s) or Incorrect Package Sent

For any issues, please carefully follow our warranty process to minimize any delays:
1. Contact our Support Center with your order number and the product code (SKU number).
2. Please send us a clear picture of the outer packaging, all shipping labels visible, and (if applicable) the item received.

Possible Solutions:
- If there is a item missing, we will resend the missing item/accessory for free within the warranty period.
- If we have shipped the wrong item: we will either refund you in full or dispatch an alternative item (if applicable and available). Echtpower will decide whether you need to return the wrong product or not and compensate the return shipping fee when we receive it.

Refunds


Where we have established that a refund is due, we will refund you the price you paid for the goods. We will only refund delivery charges if the goods are faulty or incorrect.
We will only pay the refund after:
You have notified us to cancel your order, where the goods haven't been shipped; or We receive the goods you returned to us, where you are in receipt of the goods.
We reserve the right to withhold the refund until we have received the goods you returned to us.
We will refund you using the same method of payment you used to pay for your order. Refunds to card and PayPal usually take 3-5 working days. If you have not received your refund after 5 working days, please contact us here.
We reserve the right to make a deduction from the refund amount to cover any loss in value of the returned goods where they show signs of unreasonable use.