Return & Refund Policy
At ECHO, we take great care in preparing, packing, and fulfilling every order. If there is an issue with your purchase, please review the guidelines below.
Consumable Products
Due to food safety and hygiene reasons, all coffee beans, matcha powder, bottled brews, and other consumable products are non-returnable and non-refundable once sold.
If you receive an incorrect item, damaged product, or suspect a quality issue, please contact us within 48 hours of delivery with:
- Your order number
- Clear photos of the product and packaging
We will assess the situation and offer a replacement or refund where appropriate.
Bottled Brews (Pre-Order Items)
Bottled brews are freshly prepared upon order and are therefore not eligible for returns or refunds unless:
- The incorrect item was delivered
- The product was damaged during transit
As these are made-to-order items, cancellations are not permitted once preparation has begun.
Merchandise & Homeware
Apparel, ceramics, and non-consumable merchandise may be returned within 7 days of delivery provided that:
- Items are unused and unwashed
- Original packaging and tags are intact
- The item is in resalable condition
Return shipping costs are borne by the customer unless the item is defective or incorrect.
Once the returned item is received and inspected, refunds will be processed to the original payment method within a reasonable timeframe.
Handmade & Ceramic Items
As our ceramic cups and certain homeware pieces are handmade, slight variations in glaze, shape, and finish are natural and not considered defects. These variations are part of the artisanal process and are not eligible for refund or exchange.
Event Services & Custom Orders
Event bookings, catering services, and customised bulk orders are subject to separate terms outlined in your quotation or invoice. Deposits paid for confirmed bookings are generally non-refundable unless otherwise stated in writing.
Return & Refund Process
To initiate a return or refund, please email hello@echohouse.sg with your order number and reason for return/refund. We will provide further instructions if your return request is approved.
We reserve the right to reject returns that do not meet the above conditions.