Return Policy
Return & Refund Policy
We stand behind every personalized gift we create.
If there is a problem with your order, please contact us and we will work
with you to resolve it.
Return or refund requests must be submitted within
99 days of delivery.
Return Policy Summary
Return Window: 99 days from delivery
Defective, damaged, or incorrect items:
Full refund or replacement; no return shipment required
Non-quality / change-of-mind returns:
70% refund of the product purchase price
Personalization & Production Fee Fee:
30% of the product purchase price for non-quality returns and order cancellations requested after production has begun
Return Shipping for Non-Quality Returns:
Paid by the customer
Refund Method:
Original payment method
Refund Processing:
3–5 business days after approval or returned-item inspection
Our Quality Guarantee
Every personalized item is inspected before shipment. If your item arrives damaged, defective, materially different from your approved customization, or if you receive the wrong item, please contact us within 99 days of delivery. Once the issue is verified, we will offer either a replacement or a full refund for the affected item.
Damaged, Defective or Incorrect Items
If your order arrives damaged, defective, or incorrect:
- Contact us at support@echoment.com within 99 days of delivery.
- Include your order number and a brief description of the issue.
- Provide clear photos or a short video showing the problem.
- Our customer service team will review your request and provide a resolution.
No return shipment is required for approved quality issues.
If your claim is approved, we will provide a replacement or issue a
full refund for the affected item at no additional cost to you.
Non-Quality Returns
We also accept eligible returns for non-quality reasons, including change-of-mind returns, within 99 days of delivery. Because our products are personalized and made specifically for each customer, a 30% Personalization & Production Fee applies to approved non-quality returns.
Return Eligibility
To qualify for a non-quality return, the item must:
- Be returned in its original condition
- Show no signs of use, wear, washing, alteration, or damage
- Include all original accessories or components supplied with the item
- Include the original packaging where reasonably applicable
Refund for Non-Quality Returns
Approved non-quality returns receive a
70% refund of the product purchase price.
A 30% personalization & production fee fee is deducted to cover the
personalization and production work already completed.
Original shipping charges are non-refundable for non-quality returns,
and the customer is responsible for the cost of return shipping.
How to Return an Item
- Contact support@echoment.com within 99 days of delivery and include your order number and reason for the return.
- Our customer service team will review your request and, if eligible, provide the correct return address and return instructions by email.
- Ship the item to the return address provided by our customer service team using a trackable shipping service.
- Send the return tracking number to our customer service team.
- Once the returned item is received and inspected, we will notify you of the approval or rejection of your refund.
Important: Please do not send a return before contacting us. The return address may be different from the address shown on the original package. Returns must be sent only to the return address provided by our customer service team after your return request has been approved. Unauthorized returns or items sent to another address may not be accepted or processed.
Return Shipping Costs
| Return Reason | Return Required | Return Shipping Cost | Refund |
|---|---|---|---|
| Damaged / Defective / Incorrect Item | No | No Cost | 100% |
| Non-Quality / Change of Mind | Yes | Customer Pays | 70% of Product Purchase Price |
Refund Processing
For approved quality-related claims that do not require a return,
we will issue the refund after the claim has been reviewed and approved.
For non-quality returns, refunds are issued after the returned item has
been received and inspected.
Approved refunds will be issued to the
original payment method within 3–5 business days.
Depending on your bank, credit card provider, or payment service,
additional time may be required for the refund to appear in your account.
Replacements
If your item is damaged, defective, or incorrect and your claim is approved, you may choose a replacement instead of a refund. Approved replacements for quality-related issues are provided at no additional product or shipping cost.
Order Cancellations
Because our products are personalized and may enter production shortly after an order is placed, please contact us at support@echoment.com as soon as possible if you need to cancel an order. Orders may be canceled for a full refund if production has not yet begun. Once a personalized item has entered production or has been shipped, the order can no longer be canceled and the applicable return and refund terms described above will apply.
Contact Us
If you have questions about a return, refund, replacement, or cancellation, please contact:
support@echoment.com
Company: GAOLIN TARDING (HONG KONG) LIMITED
Phone: (852)6046 4915
Office Address: UNIT B(C10), 16/F WIN SUN FACTORY BLDG 2 SAN HOP LANE, TUEN MUN, HONG KONG
This policy applies to purchases made directly through our website.
Nothing in this policy limits any consumer rights that cannot be excluded or limited under applicable law.
We may update this policy from time to time. Any changes will be published on this page and will apply in accordance with applicable law.