1. General Policy
1.1 ECT accepts returns and processes refunds only under the conditions described in this Policy. All returns require a prior written Return Merchandise Authorization ("RMA") issued by ECT. Unauthorized returns will be refused and returned to the sender at the sender's expense.
1.2 To request an RMA, contact our customer support team at support@energycaretech.com within the applicable return window, providing your Order number, item description, quantity, reason for return, and supporting documentation (photos of damage, test reports, etc.).
1.3 Return eligibility is determined at the time of sale and is indicated by a return-status designation on the applicable Sales Quote and Invoice. Customers are advised to review the return designation prior to placing an order.
2. Return Eligibility and Time Limits
2.1 Eligible Returns
Only products expressly labeled as RETURNABLE on the applicable Sales Quote and Invoice are eligible for return. Products not carrying the RETURNABLE designation are not eligible for return under any circumstances unless otherwise required by applicable law. Eligible RETURNABLE products may be returned for the following reasons:
- Defective or non-conforming products (subject to inspection and verification);
- Incorrect item shipped (ECT's error);
- Damage in transit, if reported within five (5) business days of delivery with photographic evidence and carrier documentation;
- Conforming returns accepted at ECT's sole discretion within thirty (30) days of delivery, subject to a restocking fee.
2.2 Non-Eligible Returns
The following items are NOT eligible for return:
- Products labeled as NOT-RETURNABLE or NON-RETURNABLE on the applicable Sales Quote and/or Invoice — such designation is final and binding regardless of condition, defect, or other circumstances, except as required by applicable law;
- Custom-made, configured-to-order, or special-order products;
- Software licenses, digital downloads, or activated products;
- Products that have been installed, used, modified, or damaged by the customer;
- Products with removed, altered, or missing serial numbers or labels;
- Hazardous materials, batteries, or items subject to regulatory restrictions on returns;
- Products returned after the applicable return window.
Note: Where a Sales Quote or Invoice does not carry any return designation, the product shall be treated as NOT-RETURNABLE by default. Buyers should confirm return eligibility with ECT prior to order placement.
3. Return Window
3.1 Defective or incorrect items: Returns must be requested within fifteen (15) business days of delivery.
3.2 Conforming returns (buyer's remorse or change of mind): At ECT's discretion, within thirty (30) calendar days of delivery, applicable only to RETURNABLE-labeled products.
3.3 Manufacturer warranty claims: Subject to the applicable Manufacturer's warranty terms and procedures.
4. Return Process
4.1 Request an RMA by contacting support@energycaretech.com with your Order number, reason for return, and any required supporting documentation. ECT will verify the return designation on the original Sales Quote and Invoice before issuing an RMA.
4.2 Upon approval, ECT will issue an RMA number and return shipping instructions. The RMA number must be clearly marked on the outside of the return package.
4.3 Products must be returned in their original packaging with all accessories, documentation, and packaging materials, in unused, undamaged condition unless the return is for a verified defect.
4.4 Buyer is responsible for return shipping costs unless the return is due to ECT's error or a verified defective item. We recommend using a trackable, insured shipping method. ECT is not responsible for items lost or damaged in return transit.
5. Restocking Fees
5.1 Conforming returns (buyer's remorse): Subject to a restocking fee of up to twenty-five percent (25%) of the invoice value.
5.2 Defective or incorrectly shipped items: No restocking fee, subject to verification.
5.3 Partial returns: Restocking fees apply to the returned portion only.
6. Refunds
6.1 Upon receipt and inspection of the returned product, ECT will notify you of approval or rejection of the refund within ten (10) business days.
6.2 Approved refunds will be processed to the original payment method within fifteen (15) business days of approval. Credit card refunds may take additional time to appear depending on your card issuer.
6.3 Refunds will be for the purchase price paid, less any applicable restocking fees and original shipping costs (which are non-refundable unless the return is due to our error).
6.4 For Manufacturer warranty claims, the refund or replacement timeline is subject to the Manufacturer's procedures, which ECT will coordinate on your behalf where possible.
7. Order Cancellations
7.1 Orders may be cancelled only before shipment and only with ECT's written consent. Once an order is confirmed and in process, cancellation may be subject to a fee of up to twenty-five percent (25%) of the order value.
7.2 Custom, special-order, or drop-shipped items cannot be cancelled once placed with the Manufacturer.
7.3 To request a cancellation, contact support@energycaretech.com as soon as possible with your Order number. ECT will use reasonable efforts to cancel before shipment but does not guarantee cancellation.
7.4 If a cancelled order has already been shipped, the Buyer must follow the return process outlined in this Policy. The return designation on the original Sales Quote and Invoice applies.
8. Exchanges
Exchanges are handled as a return and new purchase. An RMA must be obtained for the original item before a replacement order is placed. Exchanges are only available for RETURNABLE-labeled products.
9. Manufacturer Warranty Claims
Where a product defect may be covered by the original Manufacturer's warranty, ECT will assist in connecting you with the Manufacturer's warranty claim process. ECT does not independently honor Manufacturer warranties and cannot guarantee how or whether a Manufacturer will resolve a warranty claim. The return designation on the Sales Quote and Invoice does not affect Manufacturer warranty rights available at law.
10. Return Designation — How to Read Your Quote and Invoice
ECT applies the following standardized return status designations to all Sales Quotes and Invoices:
- RETURNABLE Product is eligible for return subject to the conditions, time limits, and procedures in this Policy.
- NOT-RETURNABLE / NON-RETURNABLE Product is not eligible for return. This designation is typically applied to custom, special-order, drop-shipped, software, hazardous, or Manufacturer-restricted items.
- NO DESIGNATION In the absence of a designation, the product is treated as NOT-RETURNABLE by default.
Customers are encouraged to verify return eligibility before placing an order by contacting support@energycaretech.com.
11. Contact
For return requests and support: