Refund policy

Refund & Return Policy - Echoella
Effective Date: August 2026
At Echoella, we strive to deliver high-quality home & living products and ensure a pleasant shopping and cooperation experience for every global customer. This Return & Refund Policy clearly outlines the terms and procedures for returns, exchanges, and refunds for all orders placed on our official website, covering both retail and wholesale cooperation orders. By placing an order with us, you agree to abide by the following policy terms.

1. General Return Eligibility

Customers can apply for returns or exchanges within 14 calendar days from the date of order delivery. To qualify for a valid return, all products must meet the following conditions:
  • Products are unused, unwashed, undamaged, and kept in original new condition;
  • All original packaging, tags, accessories, and manuals are complete and intact;
  • Not belong to non-returnable special products specified in this policy;
  • Provide valid order number, delivery record and product photos for verification.

2. Non-Returnable & Non-Refundable Items

The following products and orders are final sale and cannot be returned or refunded, in line with international trade norms and product characteristics:
  • Custom OEM/ODM products: All personalized customized goods with exclusive logos, custom sizes, tailored designs and private label packaging;
  • Discounted & clearance items: Products sold at special promotional prices, flash sales, or liquidation discounts;
  • Daily consumable products: Disposable home and bathroom supplies that have been opened or used;
  • Man-made damaged products: Damage, scratches, stains or functional problems caused by improper use, installation, storage or human factors after delivery;
  • Partial bulk orders: Bulk wholesale orders with partial goods shipped and accepted by customers without quality disputes.

3. Return & Refund Application Process

Please follow the standard process to apply for returns and refunds to ensure efficient processing:
  1. Contact Our Team: Send a return/refund application via our official email within the valid return period, including your order number, product name, return reason and real product photos;
  2. Official Verification: Our customer service team will review your application within 24 working hours and send you a return authorization (RA) instruction;
  3. Return Shipment: After obtaining confirmation, send back the products in secure packaging with tracking information. We recommend using a trackable shipping method to avoid lost parcels;
  4. Inspection & Processing: We will inspect the returned goods within 3-5 working days after receipt. Qualified returns will proceed with refund or exchange arrangements immediately.

4. Shipping Fee Rules

  • Our Responsibility: If the products have quality defects, wrong items, missing accessories or delivery errors on our side, we will fully bear the return shipping cost and related logistics expenses;
  • Customer Responsibility: For voluntary returns due to personal preference, size mismatch or subjective reasons, customers need to bear the return shipping fee and original shipping fees are non-refundable;
  • We do not accept freight collect returns without official authorization, and unauthorized freight collect parcels will be rejected directly.

5. Refund Processing Rules

Once your returned products pass our quality inspection, we will initiate the refund procedure as follows:
  • Refund Method: All refunds will be returned via the original payment channel;
  • Processing Cycle: Internal refund processing will be completed within 7-14 working days after inspection approval. The actual arrival time depends on your bank or payment platform’s processing cycle, usually an additional 3-7 working days;
  • Refund Amount: For quality-related returns, we will refund the full product payment. For personal reason returns, only the product unit price will be refunded, excluding shipping, handling and service fees.

6. Damaged & Defective Products

Please check the goods immediately after receiving the package. If you receive damaged, defective or incomplete products, please contact us within 7 working days with detailed photos and video evidence. We provide three solutions for eligible defective goods: free replacement, partial discount compensation, or full refund, and we will bear all corresponding shipping costs.

7. Order Cancellation Policy

Customers can cancel their orders free of charge before production and shipment arrangement. Once the order enters production or shipping process, order cancellation is not supported. For customized orders, production will start immediately after order confirmation, and no cancellation or refund is acceptable unless we have delivery faults.

8. Policy Updates

Echoella reserves the right to update this Return & Refund Policy irregularly to adapt to business adjustments and international trade rules. The updated terms will take effect immediately after being published on this page, with the latest effective date displayed. Continued order cooperation and website use after the update means your recognition and acceptance of the new policy.

9. Contact Support

If you have any questions or disputes about return, exchange and refund rules, please feel free to contact our customer service team for professional solutions:
Email: support@echoella.com
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