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Refund policy
We hope you are fully satisfied with your echo/neutra timepiece. However, should you wish to return your purchase, you may request a return in accordance with the applicable return conditions and consumer regulations.
Return Request
To initiate a return, please follow the dedicated return procedure available at the link below.
Return instructions may also be available through the support link included in your order confirmation or transactional emails.
If you require assistance, our customer support team remains available at warranty@echoneutra.com.
Please do not ship any item back before receiving the official return instructions and, where applicable, a Return Merchandise Authorization (RMA) number.
Return Conditions
Returned items must be in new and unused condition, complete with original packaging, accessories, documentation and protective elements.
Customers are responsible for returned goods until they are received by the designated return facility. We therefore recommend using a tracked and signed delivery service and retaining proof of shipment.
Return Shipping
Return shipping conditions may vary depending on the destination country, shipping method and the options made available during the return request process.
In certain markets, prepaid return shipping may be offered. In other cases, customers may be responsible for arranging and covering the cost of return shipment.
Where applicable, return shipping costs, thresholds for free returns and related conditions will be clearly communicated during the return request process.
Duties, Taxes and International Orders
For international orders processed through our global ecommerce partner, import duties, taxes and other governmental charges may apply.
Such amounts are generally non-refundable, except where required by applicable law.
If duties, taxes or related charges have been advanced by the courier or by the transaction processing partner on behalf of the customer, these amounts may be deducted from the refund where permitted.
Refunds
Once the returned item has been received and inspected, customers will be notified of the approval or rejection of the refund.
Refund processing times may vary depending on the original payment method and destination country.
Original delivery costs are not refundable unless explicitly stated otherwise or required by applicable law.
Defective or Damaged Items
In the event of defective or damaged products, please contact warranty@echoneutra.com to receive dedicated assistance and specific return instructions.
Questions
For any questions regarding returns or refunds, please contact info@echoneutra.com.