Refund & Returns Policy

Refunds & Returns
Eco Emperor conducts business under a strict refund and returns policy.

All claims for buyer's remorse returns must be made within 30 days of receipt of merchandise, and only apply to merchandise in perfect (as-shipped) condition and in the original and undamaged packaging and tags with all original product product manuals, materials, parts, and instructions. You’ll also need the receipt or proof of purchase.

Conditions listed above must be met in order to remain eligible for a refund. Eco Emperor reserves the right to reject any refund, exchange, or return that does not meet our requirements. Refund requests that do not qualify with the conditions listed above will not be accepted.

You must speak with us first to inquire about returning your product and receiving a return authorization. Items sent back to us without first requesting a return authorization will not be accepted. Any unauthorized returns will be refused and returned at the customer's expense.

To remain eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. Any items without the packaging may not be accepted and a refund may not be issued. To complete your return, we require a receipt or proof of purchase. We will provide you details via email to send your purchase back to the manufacturer. Shipping costs are non-refundable. If you receive a refund, the cost of shipping will be deducted from your refund. For products sold with "Free Shipping," the actual freight cost to originally ship the product will be deducted from your refund. Shipping charges on returns due to no fault of the customer, such as damage upon delivery or incorrect items, shall be the responsibility of Eco Emperor. Otherwise, you will be responsible for the original cost of shipping, and we will not cover any additional shipping costs for unauthorized or buyer's remorse returns.

The customer is responsible for the costs of return shipping for any unauthorized or buyer's remorse returns. We recommend you use a tracking number with insured shipping, as well as a required signature to assure that your return reaches the warehouse. The customer will be liable and responsible for filing a claim with the carrier if the return is lost or damaged in return shipping and no refund will be issued.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. In the event the product is received in a condition which we consider unacceptable, we reserve the right to deny your return.

If you are approved, then your refund will be processed, you will receive an email confirming your refund, and a credit will automatically be applied to your credit card or original method of payment which should appear in your account within 10 business days.

Eco Emperor is not responsible for reimbursement of any labor costs or project delays due to the receipt of damaged goods. We recommend that you wait to schedule installation until after you have received your order and confirmed that all pieces are in satisfactory condition.

To start a return, you can contact us at support@ecoemperor.com.

Damaged Items & Incorrect Delivery
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.

In the case that the wrong order is delivered, contact us immediately and we will arrange for the order to be returned and replaced with the correct one. If the product has been incorrectly delivered or is not where the carrier claims to have left it, please check the tracking number to see any updates to the location of the order. We will not ship replacement items until we verify the order has been incorrectly delivered.

We claim no responsibility for any products lost or stolen after delivery to the correct location, and will not reimburse or refund you for any costs or fees. We recommend you are present while the package is being delivered so you can inspect, sign, then transport the items into your house immediately.

When the item is delivered please inspect the package immediately before signing for it. If your order is damaged in transit and external damage is visible, note the damage immediately, take pictures and/or videos, write it down on the delivery documents, and refuse the delivery. If there is no external damage, accept the item, but sign "subject to concealed damage." Without this provision, we cannot promise to provide a replacement or refund should you discover damage when the package is opened. Take a photo of the delivery documentation and provide it with your claim. We also require that you take pictures of the damage (both internal and external) and send your claim to customer service within the first 24 hours of receiving your item. Do not disregard the damaged product or any parts of the packaging as we will need all parts of your order returned in order to inspect and assess the damage. Failure to fully inspect the product and contents of the package and alert us of the damage within 24 hours may affect damage claim eligibility. Risk of loss with respect to the products is transferred from Eco Emperor to you when your order is delivered. We are not responsible for any damage after delivery.

If your order has any damages please note this immediately and email support@ecoemperor.com or call our support line at +1 (888) 326 - 3330. We will ask for proof of purchase and photographic or video evidence of the damage. Once we confirm the damage, we will arrange for the item to be shipped back and replaced or issue a full refund.

Exchanges & Item Replacement
We assure replacement of an item if it is defective or damaged upon delivery. Damages need to be noted within 24 hours of receiving the item and our support team must be contacted immediately at support@ecoemperor.com. We will require proof of purchase along with photographic or video evidence of the damage. Please do not disregard any damaged items or part of the packaging as we will need all parts of the order to assess damages. Once we evaluate the damage we will send you a replacement for the damaged parts. If it is not possible to send you a replacement part we will issue you a refund. For any damage that occurs after delivery, replacement will be contingent upon the brand's warranty. Please refer to the brand's Warranty Policy for more information.

If you believe you received the incorrect item please verify the item number and compare it with your order confirmation. If the wrong item was sent, please email us at support@ecoemperor.com within 24 hours of delivery. We will require a copy of the original order confirmation, shipping invoice, and pictures or videos clearly showing the incorrect item. Once we receive these things we will initiate the process to exchange your item. The wrong item must be unused and still in the original package in order to remain eligible for an exchange. As soon as we receive and confirm the incorrect item we will send you the correct one. We will only exchange an incorrect item. Under no other circumstances will we exchange any other products.

Exceptions / Non-Returnable Items
Certain types of items cannot be returned, such as custom items or made-to-orders products since these products are put into production specifically for your order. The manufacturer warranty will guarantee your product to be fully functional and in perfect condition upon delivery.

If you are uncertain about whether your order is custom or made to order, or if there are any issues or damage to your product, please reach out to us at support@ecoemperor.com.

Please Note: All sales are final for custom items and made-to-order products.

Fees
All orders are automatically processed and sent to the warehouses to begin the shipment process. During this process we incur irreversible fees; therefore, you can only cancel orders for free before shipment.

Depending on the time of order placement, some orders may ship the same day. If shipment of the order has already been arranged you will not be able to cancel to the order for free, and instead will need to initiate a return once you receive the order. A request for return must follow our official return procedures and you must reach out to our team to initiate the return before sending the item back.

For all returns, you will be responsible for arranging shipping, and the order may be subject to shipping and restocking fees. You will be responsible for the cost of return shipping, and for products sold with "Free Shipping," the actual freight cost to originally ship the product will be deducted from your refund.

A restocking fee for returned items will also be charged. The fee may vary by brand but is typically 20%. This fee will be deducted from your refund for all returns, including if the order is refused at delivery for any reason other than visible damage, unauthorized returns, or all buyer's remorse returns.

Refunds Using Financing
If you used Shop Pay Installments to pay for your order, refunds are processed in different ways, depending on the status of your payment schedule, how much you have paid, and if Eco Emperor has processed a full or partial refund.

Full Refund
If a full refund is registered on your order, possible remaining payments will be canceled and the already paid amount will be refunded to the card used to make the payment.

Partial Refund
In case the partial refund was more than the remaining balance on your order, the amount will be deducted from the outstanding balance first and the difference will automatically be refunded to the card you used to pay off the purchase.
In case the partial refund was less than the remaining balance on your order, the amount will be deducted from the outstanding balance and spread evenly over the remaining payments.

Please note, interest paid will NOT be refunded. Additionally, any fees (such as late fees) will not be refunded either.

Late 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@ecoemperor.com.