Refund policy
We want you to buy with peace of mind. If the order does not convince you, this is exactly how our returns and refunds work.
Time limit
You have 30 calendar days from receiving the order to request a return. After that period we cannot accept it, unless it is a manufacturing defect.
Conditions
- The product must be unused and in its original packaging.
- It must include all the accessories and documentation it came with.
- For hygiene reasons we do not accept returns of personal care products that have been opened or used, unless they are faulty.
- We do not accept returns of products damaged through misuse.
How to request it
Write to us at bernabeword@gmail.com with your order number and the reason. We reply within a maximum of 2 working days with the return address and the steps to follow. Do not send the product back without writing to us first: if it arrives at the wrong address we will not be able to process the refund.
Who pays the return shipping
- If the mistake is ours (wrong, faulty or transit-damaged product): we pay for it.
- If you change your mind: the return shipping is at your expense.
We do not charge any commission or handling fee for accepting a return.
Refund
Once we receive and check the product, we process the refund within 5 to 10 working days, to the same payment method you used. Your bank may take a few more days to show it in your account. We email you when we issue it.
Faulty or damaged product
If the product arrives broken, faulty or is not what you ordered, write to us as soon as possible with photos of the problem. We send you a new one or refund the full amount, shipping costs included, at no cost to you and, in most cases, without you having to send anything back.
Cancelling an order
You can cancel free of charge while the order has not left the warehouse. Write to us as soon as possible and we will stop it. If it has already left, you will have to wait to receive it and then process a normal return.
Exchanges
We do not do direct exchanges. If you want a different product, process the return and place a new order: that way you receive it sooner.
Non-refundable items
Gift cards and products expressly marked as final sale cannot be returned.
Right of withdrawal (European Union customers)
If you buy from a European Union country, the law grants you 14 calendar days from receiving the order to withdraw from the purchase without having to give a reason. At EchoVibe we voluntarily extend that period to the 30 days set out above.
To exercise your right of withdrawal it is enough to tell us in writing at bernabeword@gmail.com before the period ends. We will refund the amount of the order, including standard outbound shipping costs, within a maximum of 14 days from receiving the returned product or from you proving that you have sent it. The cost of returning the product to us is at your expense, unless the item arrived faulty or wrong.
Other countries
If you live outside the United States and the European Union, this policy applies in full, and you also keep every right that the consumer regulations of your country grant you on a mandatory basis. Nothing written here limits them.
Contact
For any question about your return: bernabeword@gmail.com or +1 509-830-3346.