Refund policy

Thank you for shopping with Echo of You. We want you to be completely satisfied with your purchase, but we understand that sometimes things don’t go as planned. Please carefully read our Refund & Returns Policy below.

Lost or Damaged Recordings

Please note that Echo of You is not liable for lost or damaged recordings. For extra-special messages, consider saving a backup recording on your phone or computer too.

Damaged or Faulty Items

• We take extra care in packing your Echo of You teddy bear orders and will take photos of each item before dispatch. If your order arrives damaged, please contact us within 48 hours of receipt.

  We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
  
  To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
  
  To start a return, you can contact us at support@echoofyou.com.au. 
  
  If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
  
  You can always contact us for any return question at support@echoofyou.com.au.
  

  
  

  Damages and issues
  Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

  
  

  Exceptions / non-returnable items
  Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
  
  Unfortunately, we cannot accept returns on sale items or gift cards.

  
  

  Exchanges
  The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

  
  
  

  Refunds
  We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
  If more than 15 business days have passed since we’ve approved your return, please contact us at support@echoofyou.com.au.

• Ensure the product is retained in its original condition, unused, with all tags attached, and in the original packaging. This is important to process the return.
• Replacements will only be issued for faulty or broken goods. We do not replace damaged packaging.
• Please email us at hello@echoofyou.com.au with clear photos of the damage, and we will arrange a resolution.

Change of Mind

• We do not accept returns or offer refunds for change of mind. Please ensure you are certain about your purchase before placing your order.

Order Cancellations

• If you wish to cancel your order before it has been shipped, please contact us as soon as possible.
• A 10% restocking fee will apply to any order cancellation prior to shipping. This fee is necessary to cover non-refundable merchant charges.

Refunds and Returns Process

• Please email us at support@echoofyou.com.au with clear photos of the damage, and we will arrange a resolution.
• If you are eligible for a refund, please retain the product in its original condition and packaging.
• All returned items must be unused and with all original tags still attached.
• Include a copy of your invoice in the return parcel so that we can easily identify your order.

Shipping and Responsibility

• Echo of You is not responsible for parcels that are lost or damaged in transit if you do not choose signature on delivery when placing your order. We recommend selecting this option for added security.

Refund Processing Time

• Once we receive the returned item, we will process your refund as quickly as possible. Please allow up to 10 business days for your refund to be processed.

If you have any questions or concerns about our refund policy or need assistance with a return or exchange, please don’t hesitate to get in touch with us:

Email: support@echoofyou.com.au

By placing an order with Echo of You, you agree to abide by our refund and returns policy. If you have any questions or concerns, please don’t hesitate to contact us. We’re here to help and ensure your experience with Echo of You is a positive one.