Return & Warranty Policy

Echo Store
A division of EchoDigital Agency (Pty) Ltd

contact: accounts@echostore.co.za

1. Overview

We want you to be fully satisfied with your purchase from Echo Store. If, for any reason, you are not happy with a product purchased from us, you may return it for a refund, credit, repair, or replacement, subject to the terms and conditions outlined in this policy.

2. Return of Merchandise (RMA)

2.1 Return Period

  • Returns must be logged within 7 (seven) days of receiving your item.
  • The item must be ready for collection or return within 10 (ten) days from the delivery date.
  • Refunds exclude original shipping fees.

2.2 Reasons for Return

When logging a return request, please ensure the correct reason is selected:

  • Changed my mind / Item exchange
  • Faulty on arrival (DOA)
  • Incorrect item received

Any disputes relating to incorrect or short shipments must be reported within 3 (three) days of delivery or collection.

3. Condition of Returned Items

  • All returned items must be in brand-new condition, unused, and include all original packaging, accessories, and documentation.
  • Items that are not in brand-new condition, or where seals or packaging have been broken, may be subject to a restocking fee of up to 30%.
  • Please ensure products are safely and securely packaged when returned.

4. Shipping & Collection Fees

  • Echo Store does not refund shipping costs paid by the customer.
  • If a product qualifies for replacement due to a fault, Echo Store will cover the return shipping (subject to warranty conditions).

Collection Fees:

  • Items originally shipped with free delivery: R198 collection fee
  • Items shipped with a courier surcharge: the same surcharge applies both ways

If the returned item is tested and found to be fully functional, the applicable collection fee will be charged.

5. Refunds

  • All refunds are subject to inspection and testing of returned items.
  • Some items may need to be sent to a supplier for evaluation, which may take up to 15 working days.
  • Once a refund is approved, processing may take 3–5 business days.
  • Refunds will not be issued after 6 months from the purchase date.

6. Warranty Policy

6.1 Warranty Period

  • All products are covered by a 12-month warranty, unless otherwise stated.
  • Warranty claims are subject to inspection and approval.
  • After 6 months, warranty claims may still be eligible for repair or replacement, but return shipping fees (from R198) will apply.

6.2 Warranty Conditions

  • Products must have a valid warranty sticker. If removed or tampered with, the warranty becomes null and void.
  • Batteries are covered under warranty; however, GEL, AGM, and Lead Acid batteries have limited cycle lifespans (typically around 200 cycles). Once cycles are depleted, the battery is considered end-of-life and no longer covered.

6.3 Warranty Exclusions

The warranty will be void and Echo Store will not be liable for damage or loss resulting from:

  • Electrical surges, lightning, power fluctuations, or faulty building wiring
  • Incorrect installation or improper use
  • Failure to follow operating instructions
  • Misuse, abuse, or negligence
  • Physical damage after delivery
  • Liquid or water damage
  • Pest or insect infestation
  • Acts of God (vis major)
  • Repairs, alterations, or tampering by unauthorised persons
  • Use of unauthorised parts or accessories

Echo Store reserves the right to refuse warranty claims if items are damaged due to misuse, are incomplete, or have been modified.

7. Non-Returnable & Non-Refundable Items

The following items are not eligible for return or refund:

  • Software and digital products once purchased
  • Consumable items such as AA and AAA batteries
  • Hygiene-sensitive items
  • Apparel that has been worn, stained, frayed, or shows signs of use (unless faulty or damaged on arrival)

8. Limitation of Liability

Echo Store, EchoDigital Agency (Pty) Ltd, and its affiliates shall not be held liable for any loss, damage, or injury resulting from the use or misuse of any product purchased from Echo Store.

9. How to Log a Return

All returns must be logged through your Echo Store account using the Returns Manager. Returns submitted outside the specified timeframes may not be accepted.

By purchasing from Echo Store, you acknowledge that you have read, understood, and agreed to this Return & Warranty Policy.