REFUND POLICY

Returns & Exchanges

ECHí LONDON offers a 100% happiness guarantee, and we hope you love, and you are happy with the items. Thus, for any reason you are not happy with the items, or you wish to cancel your order - you may return the items in the original condition for a refund within 14 working days from delivery.

Return Conditions:

·      Customers have 14 working days from delivery to return items or notifying us of cancellation.

·      Items must be returned in original condition (NEW, UNOPENED, UNBROKEN SEAL, UNUSED) and original packaging.

·      Unless the items are incorrectly delivered or incomplete, customer is required to arrange and pay for the return of the items.

·      Please ensure to obtain a proof of postage when you return the goods to us.

**Important Note**

Should the returned items have any signs of usage or any signs of attempted tampering of the Seal, we cannot accept the return and we shall be entitled to withhold payment of any refund.

Refund Conditions:

·      We offer full refund or store credit option, which can be anytime for future purchases.

·      Refunds will only be made against the original payment methods (credit/debit card) used during the time of purchase.

·      We will refund the full price paid by you for the items or issues a store credit of the full price (not including delivery charges) within 10 working days of receiving the returned items, provided you meet the above Return conditions.  

·      If you have requested Store Credit instead of a Refund, the processing is 1-2 working days.

·      If you cancel your order, and do not return the items to us within 14 working days of cancellation, we shall be entitled to withhold payment of any refund.

**Important Note**:  We will not provide refund if the returned items show signs of usage, broken seal, tampering of the seal or missing the original packaging. In such cases, we reserve the right to withhold payment of any refund. You can arrange for the items to be returned back to you within 28 days.

Customers wishing to return nail polish items should have regard to any labelling and packaging guidelines produced by Royal Mail or any other courier that is used.

Incorrect/Damaged/Faulty/ Items:

·      If the items you receive are incorrect, damaged or faulty, we are more than happy to offer an exchange, refund or store credit. 

·      Please ensure to notify our Customer Service Team immediately by email via info@echilondon.com (Monday - Friday, 9:30am - 4:30pm, excluding Bank Holidays).

·      To ensure quick resolution, please provide your order number and keep the damaged items, the box, packing materials for inspection.

SALE ITEMS: 
We only offer refunds on regular priced items - unfortunately items on Sale cannot be refunded.

WHAT IF MY PARCEL IS LOST OR STOLEN?

If a shipment is verified delivered via Royal Mail with a confirmed delivery confirmation, unfortunately we are unable to replace the package or issue any refund.  

However, you may file a claim with Royal Mail for a lost or stolen package here: https://personal.help.royalmail.com/app/answers/detail/a_id/325/~/claims-centre

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The Returns Process:

Kindly follow the below steps to return items: 

Return the Products:

·      Return the items in their original condition within 14 working days of delivery or cancellation notice.

·      Ensure the parcel is properly sealed - customers wishing to return items should have regard to any labelling and packaging guidelines produced by Royal Mail or any other courier that is used.

·      Obtain and keep your Proof of Postage for your records. We cannot accept liability for returned goods lost in transit.

 

Return Address:

ECHi London Ltd
PO BOX 990
HAYES
UB1 9RS

 

Processing the Refund:

·      If you have requested a refund, we will process it within 10 days of receiving the returned items.

·      If you request Store Credit instead of Refund, we will process it in 1-2 working days.

·      You will be notified via email once your refund has been processed.

·      For exchanges or replacements, these will be processed within 5-7 working days of receiving the returned goods and will be sent via standard delivery.