Echo Water Return & Exchange Policy

We’ve Updated Our Return Policy!

We’re excited to share that all orders are now eligible for FREE returns within 60 days of purchase—no shipping protection or return coverage required.

We stand fully behind our products. If you're not 100% satisfied, please contact us within 60 days of delivery to initiate the return process. We believe in making your experience as easy and stress-free as possible; we want you to feel confident exploring how hydrogen water supports your health journey.

We ask that you share your valuable input as to why you are requesting a return, so that we may strive to improve our customer experience in the future.

Easy Returns & Exchanges

• Purchased from EchoWater.com: Submit a return or exchange request through our Return/Exchange Portal. No product registration is needed—we’ve got you covered.
• Purchased from a third-party retailer: Please contact the retailer directly to process your return or exchange.

Return Window

If you're not completely satisfied, you may request a return or exchange within 60 days of receiving your item.

Return Shipping

• Once your return is approved, a prepaid shipping label will be emailed to the address linked to your order. Please contact us to ensure you receive free return shipping back to us
  
  
• To take advantage of free returns, you are required to use our prepaid shipping label. If you plan to return an item using your own shipping method, please notify us beforehand to ensure a smooth refund process, help direct your return to the correct department, and prevent any rejections. 

Instant Exchanges

Don't want to wait for your change item? No problem! Simply choose an instant exchange to receive your replacement item for eligible items immediately.

NOTE: If your original item is not returned within 28 days (before the return label expires), you will be charged in full for the retail cost of the exchange item plus any applicable tax & shipping fees.

Non-Returnable Items

• Certain items are not eligible for return, including:
• Water filters.
• Gift cards.
• Items labeled “Final Sale” or “Closeout.”
• Custom or personalized items.
• Shipping Protection & Return Shipping Coverage (non-refundable).

Refunds

Once we receive and inspect your returned item, we’ll email the address associated with your order to confirm whether your refund has been approved.

• If approved, the refund will be issued to your original payment method within 10 business days of receiving the returned item.

• Please note: Once Echo Water issues you a refund, your bank, gift card, or credit card provider may require additional time to post it back to your account. 

Important Notes:

Refunds can only be issued to the original payment source used for your order.

• Gift card refunds will returned to the same gift card if you used at the time of purchase.
• If you no longer have access to your original payment method or gift card, please request store credit when submitting your return.
• Once a refund has been processed, it cannot be canceled, and no additional refunds or credits will be issued.
• If it has been more than 10 business days since we received your return and you have not received a refund notification email, please contact our support team. 

European Union – 14-Day Cooling-Off Period

If your order was shipped to the EU, you may cancel or return it for any reason within 14 days of delivery.

Items must be unused and in original packaging, and proof of purchase must be included.

Product or Order Issues & Claims

If your order arrives damaged, defective, incorrect, or is missing, we're here to help make it right.

Depending on the issue, you can file one of the following:

• Shipping Claim – For items that were lost, not delivered, or arrived damaged during transit
• Warranty Claim – For items that are defective or malfunctioning after use

Once your claim is submitted, our team will review the details and get back to you within 3–5 business days.

Limitations on Coverage

While we’re committed to resolving as many issues as possible, the following situations are not covered under our return and claim policies:

• Third-Party Purchases: Items purchased from retailers other than echowater.com must be returned or claimed through the original seller.
• Unsellable Item Returns: Returns that show significant wear and tear, have been altered or repaired, or were damaged prior to return will not be accepted.
• Incorrect Item Returned: We can only accept returns that match the original product purchased from echowater.com.
• Unauthorized Returns: All returns must be approved through our return portal. Items returned without prior authorization will be rejected.

Need Help?

We're here to assist you with any questions or concerns. Feel free to reach out to our support team:

📧 Email: support@echowater.com
📞 Phone: +1 (855) 737-1114

Our team is always happy to help!