Refund policy

Wholesale Returns, Refunds & Warranty Policy

Last Updated: November 5, 2026

This policy applies to products bought from Echo Technologies, LLC, doing business as Echo Water ("Echo," "we," "us"), through a wholesale or dropship account at business.echowater.com. It is part of, and should be read with, our Wholesale Agreement and Wholesale Shipping Policy. If this policy and the Wholesale Agreement conflict, the Wholesale Agreement controls.

In this policy, "you" means the account holder, and "your customer" means the end user who bought an Echo product from you. Echo offers two account types, and this policy covers both:

Wholesale accounts buy products in bulk, hold their own inventory and ship to or serve their own customers.
Dropship accounts sell to their customers and place orders that Echo ships directly to those customers. You never hold the inventory.

Quick reference:

Change-of-mind returns from your customers: your return policy applies for both account types. Wholesale: you handle the return entirely. Dropship: Echo accepts the item back and credits you if you request a label within 60 days of delivery (Section 1).
Unsold stock: wholesale purchases are final; no returns without a separate signed agreement (Section 2). Not applicable to dropship accounts.
Defects: covered by Echo's warranty for both account types; Echo handles warranty claims directly with your customer (Section 4).
Damaged, missing or wrong items: report within 3 business days (wholesale) or 14 days (dropship) (Section 5).

1. Returns From Your Customers

Your customers buy from you, so your own return policy and return window apply to them. Echo does not accept return requests directly from your customers, and Echo's retail 60-day return policy on echowater.com does not apply to products bought from you. You are responsible for refunding your customers.

Wholesale accounts (products you stock)

If your customer returns a product you bought from Echo in bulk, the return is between you and your customer. Echo does not take back or credit customer returns of wholesale products unless the product is defective (see Section 4). Products your customers return to you remain your inventory.

Dropship accounts (products Echo ships for you)

If you accept a return of a dropship order under your own policy, Echo will process it as follows:

Email wholesale@echowater.com within 60 days of the delivery date with your order number and your customer's first name, last name and shipping address.
We will email you a prepaid return label to send to your customer. The cost of the label is charged to your account or deducted from your credit.
Your customer must return the same product and serial number that was shipped, in resalable condition with all parts and original packaging.
After we receive and inspect the return, we will credit or refund you the price you paid Echo for the returned items, less the return label cost and any restocking fee in Section 3. You then refund your customer.

2. Unsold Stock (Wholesale Accounts)

All wholesale (bulk) purchases are final. Echo does not accept returns, exchanges or credits for unsold, non-defective products bought on a wholesale account, including slow-moving, overstocked or seasonal inventory.

The only exception is a separate written agreement signed by an authorized officer of Echo that expressly allows a return of unsold stock (for example, a stock-rotation or buy-back agreement). Any such return is limited to the products, quantities, condition, deadlines, restocking fees and shipping terms stated in that agreement. Emails, quotes, verbal statements or statements by sales staff do not create a right to return unsold stock. Returns sent without that written authorization will be refused or returned to you at your expense.

Defective products and shipping errors are handled under Sections 4 and 5.

3. Items That Cannot Be Returned

The following cannot be returned for a refund or credit, except for a verified defect covered by warranty:

Water filters and cartridges removed from their protective packaging.
Consumables, such as drink mix, that have been opened.
Items marked "Final Sale" or "Closeout."
Gift cards and custom or personalized items.
Items received free as part of a bundle or promotion.
Products damaged by misuse, accident, improper installation or unauthorized repair.

Echo Care protection plans may be canceled as provided in the plan terms and applicable law.

Accepted dropship returns of Echo Revive and Echo Refresh machines carry a 10% restocking fee, matching Echo's retail policy.

4. Defective Products and Warranty

Echo stands behind its products. Products bought from Echo through an authorized wholesale or dropship account are covered by Echo's published limited warranty for that product, available at business.echowater.com/pages/product-warranties. The warranty runs to the original end customer who bought the product from you.

How your customers file a warranty claim

Your customer completes the troubleshooting guide and Warranty Review form at echowater.com/pages/warranty-review, selecting "Wholesaler" as the purchase channel and uploading proof of purchase from your business.
A video showing the serial number and the issue is required.
Echo reviews the claim, usually within 1–2 business days, and handles the repair, replacement part or replacement directly with your customer.

Defects found in the first 30 days

Wholesale accounts: if a product is defective when it arrives, or your customer reports a defect within 30 days of buying it from you and you replace it from your own stock, email wholesale@echowater.com with your Echo order number, the serial number and a video of the issue. Once Echo confirms the defect, we will send you a replacement unit or credit your account. Do not send the unit back unless we ask you to.
Dropship accounts: your customer submits a warranty review as described above, and Echo handles the replacement directly with your customer.

What warranty does not cover

Echo's warranty remedy is repair, a replacement part or a replacement product. Echo does not issue refunds to your customers.
Products bought from anyone other than Echo or an authorized Echo reseller.
Damage caused by accidents, drops, misuse, freezing, chemicals, improper installation or improper repair, and the other exclusions listed in each product's warranty guide.
Any warranty, guarantee or promise you make beyond Echo's published warranty. Those are your responsibility.

5. Damaged, Missing or Incorrect Shipments

Report shipping problems to wholesale@echowater.com with your order number and photos of the packaging and product:

Wholesale (bulk) orders: within 3 business days of delivery. Note any visible damage on the carrier's delivery receipt before signing.
Dropship orders: within 14 days of delivery to your customer. Ask your customer for photos when they contact you.
If tracking shows "delivered" but the package is missing, report it between 3 and 10 business days after the delivery scan.
A package is treated as lost in transit after 7 business days with no tracking update.

If Echo confirms the problem, we will ship a replacement or credit your account. Shortages or damage not reported within these windows are deemed accepted. Echo is not responsible for packages lost or stolen after the carrier marks them delivered to the address you provided. Risk of loss passes to you when Echo hands the shipment to the carrier; replacing or crediting confirmed transit losses reported on time is an accommodation Echo provides.

6. Refunds and Credits

Approved refunds are issued within 10 business days after Echo receives and inspects the return.
Refunds go to the original payment method. For accounts on payment terms, we issue a credit memo against your account instead.
Echo does not refund original shipping charges, except where the return is due to Echo's error or a confirmed defect.
If more than 15 business days have passed since we approved your refund, contact wholesale@echowater.com.

7. Chargebacks

Please contact us before disputing a charge with your card issuer or bank. Filing a chargeback for an issue this policy covers may lead to suspension of your account until it is resolved.

8. Contact Us

Echo Technologies, LLC (d/b/a Echo Water) | 875 East 1950 North, Spanish Fork, UT 84660, United States | wholesale@echowater.com | +1 (855) 737-1114