Refund policy
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, You’ll also need the receipt or proof of purchase. Buyer pays for products return and must use tracking so package can be tracked by both parties. If product gets lost on the return journey with no tracking, echo mines studio will not be held responsible for the missing package. Insurance must be included to cover the cost of any loss on both parties sides.
To start a return, you can contact us at echominesstudio@gmail.com Please note that returns will need to be sent to the following address: Borrow My Office, Market House, 25 Market Square, Leighton Buzzard, Beds LU7 1EU Or you can ask for the return to be sent direct to the studio address supplied upon request.
If your return is accepted, we will send you 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 echominesstudio@gmail.com
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, please do this by taking photographs of damaged packaging before you open the parcel and then photographs of any damage to the item. All this evidence is needed before any refund or replacement is issued. Without this information you may not be entitled to a claim. Please include all information such as order number, date of purchase, your name, address and contact details to echominesstudio@gmail.com
In the respect of book carving art works advice will be given on how to repair depending upon the damaged cause, but in the first instance always contact the studio.
Exceptions / non-returnable items
Certain types of items cannot be returned, custom products (such as special orders or personalized items.)
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.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, 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.
All Return costs are paid by the customer.
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 echominesstudio@gmail.com
If you do not notify Echo Mines Studio of missing products or non delivery after a period of 30 days and then proceed to make a claim, we will not be held responsible as this falls on the buyer to notify us within a reasonable amount of time of a missing item and therefore you will not be entitled to a refund. You will need to take this up with the carrier it was sent with.