Refund policy

We have a 30-day return policy on non-pet treat items, which means you have 30 days after receiving your item to request a return. Due to health codes in the USA, our pet treat products cannot be exchange or returned.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. 

To start a return, you can contact us at support@echostreats.com. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at support@echostreats.com. 

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

If your product arrives damaged by USPS (post office) or Fedex, please take photos of the damage and exterior of the package and contact them immediately for a refund. Most packages are insured so you will get a damaged goods refund check directly from them. Fedex might require the driver to pick up the damaged package so please save the damaged goods and box, etc... for them.

Here is the Fedex contact:
https://www.fedex.com/en-us/customer-support/claims.html

And USPS (although you can go in person to your local post office and you might have to so they can see the damage in person - please have them give you signed proof that you went to them for inspection)

https://www.usps.com/help/claims.htm

(use your original invoice with the amounts you paid as your proof of insurance - you will upload this twice)

Although this is not common, bags sometimes leak, please photograph it within 7 days so we can replace or refund the amount of product that leaked. Photograph any holes in the shipping box, if there are any. Please do not ship loose powder back in the mail or via any shipping provider.

We have the right to refuse business.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or dog treats), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item. 

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at support@echostreats.com.