Refund policy

30-day returns
You may request a return within 30 days of receiving your order. Email info@echogatemarketplace.com with your order number, the item you wish to return, and the reason. We will reply with return instructions. Contact us before shipping anything back so that we can identify and handle your return correctly.

Change-of-mind returns
For a change-of-mind return, the item must be clean, unused beyond reasonable unpacking and inspection, and complete with its bags, hardware, accessories, and instructions. Opening the box to inspect the item does not by itself make it ineligible. Use the original packaging when available or packaging that provides equivalent protection.

The customer pays the return shipping cost for a change-of-mind return. We do not charge a restocking fee. Damage caused by misuse, overloading, improper assembly, or inadequate return packaging is not treated as a product defect. We will explain any concern about the returned item's condition before deciding the return.

Damaged, defective, or incorrect items
Please contact us within 3 days of receipt when possible if an item arrives damaged, has a quality problem, or is not what you ordered. Include your order number and a description of the issue; photos of the item and packaging can help us assess it. If photos are not available, contact us anyway.

The 3-day reporting request helps us investigate promptly and does not remove your 30-day return opportunity or any applicable legal rights. If a defect becomes apparent later, let us know when you discover it.

For a confirmed defect, shipping damage, or incorrect item, Echogate Marketplace pays the necessary return shipping cost and provides a prepaid label or arranges a suitable return method. Contact us before paying for return shipping in these cases. If the return is approved, you receive a refund for the affected item and applicable sales tax.

Return address
Echogate Marketplace
ECHOGATE 65 MARKETPLACE LLC
6016 ATONEMENT COURT, RICHMOND, KY 40475, US

Returning the item
After receiving instructions, send the item within 14 days unless we agree on a different arrangement. This mailing period is separate from the 30-day period for requesting the return. Use a trackable service and keep proof of shipment. If you need help packing a frame, shelving unit, or other assembled item, contact us before dispatch.

Inspection and refund timing
We will inspect the return and email the outcome within 3 business days of receipt. Approved refunds are returned to the original payment method within 5 business days after approval. The refund includes the returned item's purchase price and applicable sales tax. Original standard shipping is free, and there is no restocking deduction.

If an approved refund has not appeared after 5 business days, contact us so that we can help trace it with the payment provider. A rejected return will be explained, with an opportunity to discuss the assessment.

Exchanges and cancellations
We do not offer direct exchanges. To choose a different item, request a return and place a separate order.

To request an order change or cancellation, contact us within 24 hours of purchase. We will help if fulfillment has not progressed too far. Approved cancellation refunds are returned to the original payment method within 5 business days. If the order has shipped, follow the return process above.

Your rights
This policy does not limit remedies or protections available under applicable consumer law.