Return & Exchange Policy
Eligibility for Returns & Exchanges
- Exchanges Only: We accept exchanges within 3 days of receiving your order, provided the item is in its original, unused condition with all tags and packaging intact. Customized or personalized items cannot be exchanged unless they are defective or there is an error on our part.
- Condition for Exchange: The item must be in brand new, unused condition without any signs of wear, damage, or usage.
- Evidence for Exchange: To initiate an exchange, customers must provide a delivery video showing the opening of the package and the item being held by the delivery person at the time of delivery. Without this evidence, we cannot process any return, exchange, or refund request.
Immediate Inspection Required: Any unboxing done after collecting the product from the delivery person is not eligible for exchange or return. The product must be checked at the time of delivery, and any issues must be reported immediately with a clear unboxing video showing the item in its original packaging, held by the delivery person.
How to Initiate an Exchange
- Contact Us: Please reach out to us within 3 days of receiving your order at support@echelonleathers.com or call +91 9953583504. Include your order number and reason for the exchange.
- Approval Process: We will review your request and guide you through the necessary steps for your exchange.
- Return Shipping: Customers are responsible for the return shipping costs, unless the item is defective or incorrectly shipped. We recommend using a trackable shipping method to ensure the item is safely returned.
- Inspection: Upon receipt of the returned item, it will be inspected to verify it meets our criteria. Items showing signs of wear, damage, or use will not be eligible for exchange.
Damaged or Incorrect Items
- Immediate Reporting Required: If you receive a damaged or incorrect item, it is essential to report the issue at the time of delivery. Provide an unboxing video showing the item in its original packaging, with the delivery person present to verify the issue.
- Replacement-First Policy:
• If the item is damaged or incorrect, we will prioritize providing a replacement for the product.
• Replacements will only be initiated after proper verification through the unboxing video and the item being held by the delivery person at the time of delivery and confirmation by our team.
- Refunds in Special Cases: A refund for damaged or incorrect items will only be considered if a replacement is not possible due to:
• Stock unavailability.
• Logistical challenges preventing the replacement process. - On-the-Spot Decision:
• If the issue is verified during delivery, the delivery person will retain the product, and we will initiate the replacement process immediately.
• Without proper verification at the time of delivery, no further action can be taken.
- Inspection Required: Once the damaged item is received at our warehouse and inspected, a replacement or refund (in exceptional cases) will be processed.
- No Refunds for In-Transit Items: Refunds cannot be issued while the returned item is still in transit. The item must first reach our warehouse, where it will undergo a thorough inspection. Refund processing will only begin once this step is complete.
- Replacement Availability: If the exact replacement item is not available, customers will have the option to choose a similar product of equal or greater value (with price adjustments) or request a refund after approval.
- Shipping Fees: Shipping fees are non-refundable, except in cases of damaged or incorrect items.
Non-Returnable and Non-Exchangeable Items
- Customized or personalized products cannot be returned or exchanged unless they are defective or there is an error on our part.
- Items showing signs of use, wear, or damage (other than manufacturing defects) are not eligible for return, exchange, or refund.
Our Commitment
At Echelon Leathers, we prioritize high-quality products and exceptional customer service. These policies are designed to ensure fair practices, protect the company from fraudulent claims, and maintain trust with our valued customers.
Need Assistance?
If you have any questions or need help with an exchange or refund, please contact us at support@echelonleathers.com or call +91 9953583504. We are here to help!
Business Hours: 10:00 AM to 7:00 PM (Mon to Sat)