Refund policy

ECHO — Refund & Return Policy

Last updated: November 2025

At ECHO, we are committed to delivering products of the highest quality. If an issue arises with your order, we will do our best to resolve it promptly and fairly.
Please review the policy below, which outlines return and refund eligibility across different product categories.

1. Coffee Beans & Matcha Powder (Consumable Goods)

Due to the perishable nature of these items, we do not accept returns or exchanges for:

  • Opened or used products

  • Products that have been tampered with

  • Cases related to personal taste preference or brewing differences

Eligibility for Refund or Replacement

We will offer a replacement or refund under the following conditions:

  • The wrong product was delivered

  • The product arrived torn, damaged, or compromised

  • There is a clear quality issue (e.g., contamination, mould, abnormal odour)

Submission Requirements

Please contact us within 7 days of delivery and provide:

  • Order number

  • Clear photos of the affected item(s)

  • A brief description of the issue

We may request that the product be retained for inspection before a resolution is provided.

2. Merchandise (Non-Consumable Goods)

For items such as apparel, totes, drinkware, and accessories:

Eligibility for Return or Exchange

Returns or exchanges are accepted if:

  • The item is defective or damaged upon arrival

  • The incorrect item was delivered

  • For apparel: sizing or fit is significantly inconsistent with product measurements

Return Conditions

All merchandise must be returned:

  • Unused and in original condition

  • With original tags and packaging

  • Within 7 days of delivery

Once approved, customers may select:

  • A replacement item (subject to availability)

  • Store credit

Non-Returnable Items

  • Items showing wear or damage caused by customer use

  • Items returned without original packaging

  • Clearance or promotional items

  • Items declared past the above stipulated time frame

3. Return Shipping Costs

  • Echo covers return shipping for defective/incorrect items.

  • Customers are responsible for shipping costs for all other approved returns.

  • Echo is not liable for parcels lost during return transit.

4. How to Submit a Request

Please email hello@echohouse.sg with:

  1. Your order number

  2. Photos of the item(s)

  3. A description of the issue or request

Our team will respond within 1–2 working days.