Echo Water Wholesale Distributor Customer Support Guide

Troubleshooting & Customer Support Overview
Returns & Exchanges (Wholesale Process)
Warranty Coverage
Product Defect Handling
Echo Care Coverage
Echo Flask™ FAQs
Top Echo Flask™ Concern Resources

1. Troubleshooting & Customer Support Overview

If your customer has questions or needs help with their Echo product, there are Three support options:

You can send your customer's to view our Warranty Claim Review Page
- Talks about what is a defect, what isn't, education, troubleshooting
- Your customer's can submit a claim directly on this page for us to review
You may contact us for Wholesale Distributor Customer Support at wholesalesupport@echowater.com.

Please reach out to our support team before processing returns or refunds. Most issues can be resolved quickly without requiring a return.

For product defects, refer to Section 4: Product Defect Handling.

2. Returns & Exchanges (Wholesale Process)

Your customers will follow your store’s specific return policy vs. Echo Water's standard 60-day return policy. All return requests should be submitted to you first. If/when you approve the return, you will coordinate with Echo Water Wholesale Distributor Customer Service for the next steps.

A. Orders Fulfilled by You (Bulk Orders)

If you fulfill the order yourself:

The returned product is sent back to your store, and return labels are processed by you.
You may handle or dispose of the item according to your disposal policies & regulations.

B. Orders Fulfilled by Echo (Website Orders)

If Echo fulfilled the order:

We will advise whether a return is required or if it qualifies as a green return (no physical return needed).
If the item must be returned, Echo will provide a prepaid return label and instructions.
Submit a Wholesale Request Here to Echo Water to report the return.

C. Refund Process

For Bulk Orders (Fulfilled by You)

Refunds to Store Credit are only approved for verified product defects — general customer returns are not eligible.
We recommend directing customers to file claims at the Warranty Claim Review Page so our team can troubleshoot or arrange a repair/replacement.

Defect Claim Requirements:

Must be submitted within 30 days of the customer’s reported issue
Must include:
- Serial number
- Detailed description of the issue
- Customer’s submission date
Claims over $2000 require product return and inspection before approval
Machines need to be inspected for repair before replacements, or credit is issued.
Verbal reports or assumptions will not qualify for refunds or credits — written verification and evidence are required.

Once approved, we will credit the returned item(s) on one of your invoices containing the same item.

For Echo-Fulfilled Orders (Website Orders)

For Returns: Once you’ve approved a return, please reach out to us so we can issue your refund. You’ll then refund your customer directly.

To issue a refund, we’ll need the following information:

Customer's first and last name
Customer’s shipping address

After we process the refund, we’ll send you a refund invoice for your records. You can then reimburse your customer.

For Defect Claims:

We recommend having your customer contact our team directly so we can assist with troubleshooting and arrange a replacement (or repair) if needed.
- Direct your customer to complete their claim here: Warranty Claim Review Page
If your customer just wanted to return due to a defect:
- All defect claims must be submitted within 30 days from the date you receive the claim from your customer.
- Each claim must include complete documentation, including:
  - Product serial number
  - Detailed description of the issue
  - Date the customer submitted the claim
- Refunds or credits over $2000 require the return and inspection of the product before approval.
- Machines need to be inspected for repair prior to replacements or credit is issued.
- Verbal reports or assumptions will not qualify for refunds or credits — written verification and evidence are required.

3. Warranty Coverage

Your customers are fully eligible for Echo’s standard warranty. They must register their product HERE to activate coverage.

4. Product Defect Handling

If a customer reports a product defect—inside or outside your return policy:

Have them register their product.
Direct them to complete a claim through the Warranty Claim Review Page

Echo Support will work directly with the customer to troubleshoot or arrange repair/replacement.

Our Support Hub also includes product‑specific FAQs and is a useful reference when assisting customers.

5. Echo Care Coverage

Customers may also purchase Echo Care (accidental damage protection) within 30 days of purchase, even if they purchased through you. After registering, they can email support@echowater.com or support@echowater.co.uk to request enrollment.

6. Echo Flask™ FAQs

Below are answers to the most common questions wholesale partners receive. You may also see additional FAQ's on our website.

1. Where can I find the Echo Flask User Manual

You can find the full Echo Flask™ User Manual on our Customer Support Portal. It’s packed with helpful tips on proper use, care, maintenance, troubleshooting, and getting the most out of the Echo App.

2. Why Doesn’t the Echo Flask™ Use Glass?

Because hydrogenation creates pressure (up to 55 psi in 10 minutes), glass is unsafe and may shatter. The Echo Flask™ uses PPSU, a medical‑grade, impact‑resistant material.

Why PPSU?

BPA‑free (no BPA, BPS, BPF, BPB, or BPC)
FDA‑approved for food/beverage safety
Heat‑resistant, scratch‑resistant, stain‑resistant
Used in baby bottles & medical devices

3. What Is the Lifespan of the Flask?

Uses advanced PEM technology
3,000+ hours of hydrogen generation (~18,000 cycles)
At 3 uses/day → up to 30‑year lifespan
Backed by a 5‑year manufacturer warranty

4. Can Bluetooth Be Turned Off?

Yes. Bluetooth activates only when connected to the Echo App. Otherwise, it remains inactive.

5. How Long Does It Take For Benefits To Be Felt?

Every individual is different.

Short-Term (Minutes–Hours):

Increased energy
Better hydration
Reduced bloating

Long-Term (Weeks–Months):

Reduced inflammation
Stronger antioxidant defenses
Improved gut health

6. Why Choose the Echo Flask™ Over Other Brands?

Trusted Brand

Industry leader in hydrogen water technology
Transparent 3rd‑party testing (IHSA, H2 Analytics, Silver State Analytical)
Echo Flask H2 Analytic Test Lab Report (PPM Certification)
Echo Flask Silver State Analytical Water Report (Water Safety)

Customer‑Friendly Policies

5‑Year Warranty
Low ~2% defect & return rate

Superior Performance

Produces up to 6 ppm of hydrogen in a 10-minute cycle and up to 8 ppm of hydrogen in a 20-minute cycle (most bottles produce ppb, not ppm)
Example comparison: 1200 ppb = 1.2 ppm → Echo delivers ~4× more

7. What Makes the Echo Generator Unique?

SPE Technology: