ECHELYON Refund and Returns Policy
Effective Date: 27 December 2025
Last Updated: August 17, 2026
1. Introduction
At Echelyon, we want you to feel confident when shopping with us. This policy outlines how returns, refunds, and replacements are handled across our storefront. Our products are prepared, packed, and dispatched through specialized global fulfillment networks. Because of this, our return process aligns directly with our logistics infrastructure, consumer payment gateway terms, and UK consumer protection laws.
2. Eligibility for a Free Refund or Replacement
You are fully eligible for a 100% free replacement or full refund if:
The item arrives damaged, faulty, or defective.
The item is significantly different from the product description.
The wrong item or incorrect product variation was delivered.
The item is missing structural parts or components.
The package does not arrive within our stated delivery window guarantee.
3. Reporting Faulty or Damaged Items
If your item arrives damaged, faulty, or incorrect, please notify our support desk as soon as possible. To expedite your claim and allow us to process your request with our fulfillment team, please provide:
Your active store order number.
A clear description of the defect or damage.
Clear photos or video evidence showing the issue.
A photo of the shipping packaging and the barcode label/SKU.
Note: For low‑cost kitchen tools and storage organizers, a physical return is generally not required. Your replacement or refund will be approved directly using your photo/video evidence.
4. 14‑Day Cancellation & Return Right (Cooling‑Off Period)
In accordance with the UK Consumer Contracts Regulations, you have the right to cancel your order and request a return for any reason within 14 days of receiving your package.
To exercise this right, the following strict retail conditions apply:
You must contact us at enquiries@echelyon.com within 14 days of delivery to initiate the request.
The item must be completely unused, unaltered, and in its original retail packaging.
Return Shipping Cost: For standard “change of mind” or buyer’s remorse returns, the customer is fully responsible for arranging and paying for tracked return shipping to our designated UK sorting office.
Returns sent without prior authorization or to any address other than our designated UK return slip location cannot be processed.
5. Return Approval & Processing
Once your request or photo/video evidence is submitted to our team:
We will review your claim and verify the tracking details within 3–5 business days.
Approved refunds are returned immediately to your original payment method.
Refund Timeline: Once approved by Echelyon (1–3 business days), your bank or payment processor may take an additional 3–7 business days to credit the funds back to your statement.
Approved replacements are processed instantly and shipped directly to your doorstep at no additional cost.
6. Late or Missing Orders
We guarantee our delivery timelines. If your order has not successfully arrived within our maximum delivery window guarantee of 25 business days, you are entitled to a completely free replacement or a full 100% refund. All missing package claims will be formally verified against live courier tracking logs before processing.
7. Order Cancellations
Orders can only be modified or cancelled before they are processed by our automated fulfillment network. Once an item enters the picking, packing, or dispatch stage, the shipment cannot be halted or intercepted. If your order has already been processed, you will need to wait for the package to arrive and initiate a standard return under Section 4.
8. Undeliverable or Incorrect Address Information
Echelyon utilizes automated routing scripts to ensure fast deliveries. Please ensure your shipping address is entered accurately at checkout. We cannot issue refunds, credits, or free replacements if a package fails to deliver due to:
An incorrect or incomplete address
An invalid or missing postal/ZIP code
Delivery refusal
Failure to collect the parcel from a local courier depot after a delivery attempt
9. Store Credit & Referral Program Impacts
If an order placed through a promotional referral link or store credit scheme is fully or partially refunded:
The associated referral credit or store reward balance will be reversed or adjusted proportionally.
Store credit balances used as a payment method will be refunded back as store credit to your active account wallet.
10. Contact Us
For returns, replacements, or general support inquiries, please contact:
Email: enquiries@echelyon.com Location: London, United Kingdom