How to Submit a Warranty Claim

Whether you purchased directly from Echo Water or through an authorized retailer, we're here to help make the warranty process as simple as possible. 💧

Before submitting a claim, we recommend reviewing your product's warranty coverage.

🔗 Warranty Information Page

Determine Where You Purchased

If you purchased directly from:

• Echowater.com
• Echowater.co.uk

✅ No proof of purchase is required. Your purchase is already in our system.

If you purchased through:

• Amazon
• Walmart
• A wholesale distributor
• Another authorized retailer

📝Product registration is not Required. However, if you ever need to submit a warranty claim, you will need to provide your proof of purchase.

To submit a warranty claim review directly on Echowater.com 🔗Warranty Claim Review Page

Purchases Through 10X Health

If your device was purchased through 10X Health, please contact their support team directly for any warranty concerns or claims:

📞 844-977-2810

ƒ📧 support@10xhealthsystem.com

What You'll Need

To file a valid warranty claim:

Before we can determine warranty eligibility, please complete any education and troubleshooting steps provided by our Customer Support Team.

All warranty submissions require:

• The device's serial number
• A short video clearly showing the reported concern, along with the device's serial number visible within the video, is required for all warranty submissions.
• Completion of any requested troubleshooting steps
• Return of the device. Echo Water may require the device to be returned for inspection and/or to complete warranty coverage. Do not dispose of the device or any of its components unless you are specifically instructed to do so by Echo Water. Disposing of the product without authorization will void warranty coverage.

This process helps us accurately diagnose issues, support our engineering team, and ensure warranty claims are handled fairly and efficiently. 

Video Submission Tips

Providing a clear video helps our team review your claim more quickly and reduces the likelihood of needing additional follow-up information.

To help avoid delays:

1. Start by showing the serial number located on the bottom of your device for approximately 5 seconds.
2. Clearly demonstrate the reported concern while performing any troubleshooting steps requested by our Support Team. The issue should be visible and easy to identify in the video whenever possible.
3. Record the entire troubleshooting process without interruptions when applicable. This helps our team accurately evaluate the device's performance and behavior.
4. Ensure adequate lighting and focus so the device, screen, LEDs, bubbles, charging indicators, leaks, sounds, or other reported concerns can be clearly seen or heard.
5. Save the video somewhere easy to access before uploading.

⚠️ If the reported concern is not clearly visible or the requested troubleshooting steps are not shown, additional videos or information may be required before the claim can be reviewed.

Having Trouble Uploading?

If you're unable to upload your video through the warranty portal, you may use a file-sharing service and provide the link directly to our Support Team.

Before sending the link, please verify that:

• Sharing permissions are enabled
• Anyone with the link can view the file
• The video is not restricted by login requirements or access permissions

This helps ensure our team can access and review your submission without delay.

Important Claim Submission Notes

⚠️ Your warranty claim is not submitted until you complete the final submission step.

Before exiting the portal, be sure to click "Submit Return/Exchange Request".

If this button is not selected, your claim will remain incomplete, and our team will not receive it for review.

If the portal asks you to select a return method, please choose:

✅ Return Yourself

❌ Do Not Select Pickup

Selecting the incorrect option may delay processing of your claim.

Once your claim has been successfully submitted, our team will receive it and begin the review process.

What Happens Next?

Once your claim has been submitted, our team will review the information provided, including any troubleshooting results, photos, or videos.

Most warranty claims are reviewed within 3–5 business days (excluding weekends and holidays).

If additional information is needed, a member of our team will reach out with next steps.

We're committed to making the process as smooth as possible and appreciate the opportunity to assist you. 💧

Need Help?

If you have questions during the registration or claim process, our Customer Support Team is happy to help.

📧 support@echowater.com

📞 1-855-737-1114

Support Hours: Monday–Friday, 9:00 AM–5:00 PM MST (excluding holidays)