Return and Refund Policy

1. Order Cancellation We accept order cancellations before the product is shipped or produced. If the order is canceled, you will receive a full refund. If the product has already been shipped, we cannot cancel the order.

2. Returns We accept returns. Customers have the right to apply for a return within 30 days after the product is delivered.

Return Eligibility Requirements:

  1. No Product Issues: If you decide not to keep the product within 30 days of receiving it, the product must be unused and in the same condition as when you received it, with the original packaging intact. A receipt or proof of purchase is required for the return. Please consult our customer service to ensure you send the package to the correct address.

  2. Product Issues: If the machine, filter, or accessories are faulty, please contact our customer service and provide relevant order proof, picture evidence, and video evidence. If we determine that the issue is due to a product defect and it cannot be used normally, you may choose to return the product or we will send you a replacement machine, filter, or accessory.

Notes:

  • Customized or personalized products are not eligible for the 30-day return policy.
  • If the return is caused by the consumer, the consumer should bear the shipping cost. The specific fee will depend on the courier you choose.
  • If the goods received are damaged or incorrect due to our reasons, the consumer does not need to bear the shipping costs.
  • No restocking fees will be charged for returning products.

3. Refunds After receiving and inspecting your return, we will send you a receipt notification by email. We will also notify you whether the refund is approved. If approved, we will process your refund and automatically credit your credit card or original payment method within a certain number of days.

4. Delayed or Missing Refunds If you have not received the refund, please check your bank account again. Then contact your credit card company, as it may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before the refund is posted. If you have done all this and still have not received your refund, please contact us at support@ecovivafilters.com.

For the return address, please contact our customer service department at support@ecovivafilters.com.