Wholesale Returns & Warranty Guide

Step 1: Determine How the Order Was Fulfilled

Your return and warranty process depends on who fulfilled the customer's order.

Option A — Echo Water Fulfilled the Order

This applies when:

• The customer purchased through your Echo Water partner website
• Echo Water shipped the order directly to the customer

➡️ Continue to Section A

Option B — You Fulfilled the Order

This applies when:

• You purchased inventory from Echo Water
• You shipped the product to your customer

➡️ Continue to Section B

Section A — Echo Water Fulfilled the Order

Returns (Customer Changed Their Mind)

Since Echo Water fulfilled the order, our return policy applies.

Customers are eligible for a refund only if:

• The return request is submitted within 60 days, and
• The return meets our return policy requirements.

After 60 days:

• Refunds are no longer available.
• Warranty coverage still applies if the product has a verified manufacturing defect.

Our Return Request page has great information about product education and common questions or concerns that come up for returns.

Product Defects

If your customer believes their product is defective:

Do not refund the customer for a defect.

Instead, have them submit a warranty claim directly to Echo Water. 

Warranty Claim Review Page

Our team will:

• Troubleshoot the issue
• Determine whether the product is actually defective
• Issue a repair or replacement if covered under warranty

Many issues reported as defects can actually be resolved through troubleshooting or product education.

Why We Ask Customers to Contact Us Directly

The sooner we're involved, the better. Early involvement allows us to:

• Troubleshoot with the customer
• Confirm whether a defect exists
• Issue replacements quickly when appropriate

Waiting until multiple products have already been refunded or replaced makes it much harder for us to verify the reported issues.

Important

If a customer contacts you about a defect, please direct them to us immediately instead of waiting to submit multiple claims at once.

Section B — You Fulfilled the Order

Returns (Customer Changed Their Mind)

Since you fulfilled the order: Your store's return policy applies. You are responsible for:

• Processing returns
• Issuing refunds
• Providing return labels
• Receiving returned merchandise

Echo Water does not reimburse wholesalers for customer returns simply because a customer changed their mind.

Product Defects

If your customer believes their product is defective: Direct them to submit a Warranty Claim with Echo Water.

Warranty Claim Review Page

We'll:

• Troubleshoot the issue
• Confirm whether a manufacturing defect exists
• Repair or replace the product if covered

Frequently Asked Questions

Why wasn't my refund approved?

Refunds are based on our return policy—not our warranty policy.

Example:

Customer purchases January 1.

Customer reports an issue August 1.

✔ Eligible for warranty review.

✘ Not eligible for a refund.

If a manufacturing defect is confirmed, we'll issue a replacement—not a refund.

Can Echo reimburse me after I refund my customer?

If Echo Water fulfilled the order, reimbursement is only available if the refund qualified under Echo Water's return policy.

If you fulfill your own orders and offer a return window that is longer than Echo Water's, and you've already refunded your customer for a product that is confirmed to be defective within your return policy, we can work with you to apply a credit to your wholesale account toward a future purchase.

Please note that products outside of Echo Water's return window are covered under our warranty, which provides repair or replacement for verified manufacturing defects rather than refunds.

Why should customers contact Echo directly?

Because many products reported as defective:

• Need troubleshooting
• Need education
• Don't actually have a manufacturing defect

Getting us involved early helps customers get back up and running faster while preventing unnecessary replacements.

Why notify Echo as soon as a defect is reported?

Submitting defects individually allows us to:

• Verify each claim
• Troubleshoot the customer
• Track product quality
• Process replacements much faster

Submitting many claims months later often makes verification difficult.

Can my customers a 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.