Refund and Returns Policy of Ecohato Car Accessories

Effective Date: January 4, 2025

At Ecohato Car Accessories, we are committed to providing high-quality products and exceptional customer service. Our goal is to ensure that you are completely satisfied with your purchase. However, if for any reason you are not satisfied, we offer a straightforward return and refund process as outlined below.

1. Return Eligibility

We understand that sometimes things don’t work out as planned. If you wish to return an item, you can do so within 30 days of receiving your order. To be eligible for a return, the product must meet the following criteria:

  • The item is unused, unopened, and in new condition.
  • It is in its original packaging with all accessories, manuals, and parts included.
  • The item has not been installed, altered, or damaged in any way.

If the product has been used or opened, it may not be eligible for return. Certain products, such as customized or personalized items, are also excluded from our return policy.

2. How to Initiate a Return

To initiate a return, please follow these steps:

  1. Contact Us: Reach out to our customer support team by email at info@ecohato.net or call us at (704) 528-4556. Please provide the following information:

    • Your order number and receipt.
    • A brief explanation of why you are returning the product.
    • If the item is damaged or defective, please include clear photos of the damage.

  2. Return Authorization: Our customer service team will review your request and provide you with a Return Authorization (RA) number and specific instructions for returning the item.

  3. Return the Item: Once you receive your RA number and instructions, please pack the item securely and ship it to the address provided. You are responsible for the return shipping costs, unless the return is due to an error on our part or a defective product.

3. Refund Process

After we receive and inspect the returned item, we will process your refund. Please note that refunds are processed to the original payment method used for the purchase. It can take up to 10 business days for the refund to appear in your account, depending on your bank or credit card provider.

If you paid via PayPal or another payment service, your refund will be issued to that account. You will receive an email notification once your refund has been processed.

4. Non-Returnable Items

Certain products are non-returnable, and we cannot accept returns or exchanges for the following:

  • Opened or used items (unless defective).
  • Customized or personalized products, such as items with custom engravings or modifications.
  • Gift cards or other non-returnable items specified at the time of purchase.
  • Products that are part of a clearance sale or special promotion that explicitly state they are non-returnable.

Please review product details before making your purchase to ensure that the item meets your needs.

5. Exchanges

We do not offer direct exchanges. If you wish to exchange an item for a different product, please follow our return process to send back the original item, and then place a new order for the item you wish to receive. This allows us to maintain an efficient system for managing returns and ensure the availability of the replacement item you want.

6. Return Shipping Costs

Unless the return is due to a product defect, shipping error, or damaged item, customers are responsible for covering the return shipping fees. We recommend using a trackable shipping service or purchasing shipping insurance for your return, as we cannot guarantee receipt of your returned items.

Important: Original shipping charges are non-refundable, except in cases where we made an error with your order.

7. Damaged or Defective Products

If you receive an item that is damaged or defective, please notify us immediately upon receipt. We will provide you with a return shipping label at no cost to you. Upon receiving the returned damaged or defective product, we will offer you the option of receiving a full refund or a replacement item at no extra cost. Please provide photos of the damage or defect to help us process your request quickly.

8. Late or Missing Refunds

If you have not received your refund after the standard processing period, please first check with your bank or credit card company, as it may take additional time for the refund to be reflected in your account. If you still haven’t received your refund after checking, please contact us at info@ecohato.net with your order number, and we will assist you in resolving the issue.

9. Canceling an Order

If you wish to cancel your order before it ships, please contact us as soon as possible. Once an order is processed and shipped, it cannot be canceled, but you can still return the product for a refund once it arrives. We strive to ship orders promptly, so cancellations must be made quickly.

10. Contact Us

If you have any questions or need further assistance with a return or refund, please don’t hesitate to reach out. Our friendly customer support team is here to help!

We value your trust and aim to provide a smooth and hassle-free experience with every purchase. Thank you for choosing Ecohato Car Accessories!