All products or accessories (items) must be returned in good condition, in original box (es) (whenever possible), and with all accessories to ensure full credit. Below are the steps to return an item:
1. Please call 1-844-ECOVACS (326-8227), or contact us via ebay, or email CustomerService@EcovacsRobotics.com to receive a Consumer Return Authorization number (RGA #) and the Ship To address.
2. Pack the item securely in the original packaging to prevent damage to the product as a result of shipping.
3. Enclose a copy of the original sales receipt with the item being returned. Be sure to keep a copy of the sales receipt/packing slip for your records. If you do not have, or cannot send these documents, you must contact our Customer Service Department as listed in item (1).
4. Shipping costs will not be refunded unless the item is being returned because it is damaged or defective.
5. For your protection, we recommend that you use UPS, FedEx, or Insured Parcel Post for your return.
6. Keep the Return Tracking Number from the package you are returning to ensure that the package is returned to the address as specified, and received by ECOVACS Robotics, Inc.
Once the item is received, an ECOVACS associate will make an assessment of the product/accessory ensuring that all items included in the original packaging have been returned and are in usable condition. If any damage was incurred in return shipping, or items are missing, applicable repair and/or replacement costs will be deducted from your original purchase price. Excessive wear and tear may also be cause for applicable deductions. You will be notified of such deductions.
A refund will be processed either in the same form of payment originally used, or by Company check for the original purchase price minus (1) any charges as noted above, (2) original shipping and handling charges, and (3) any additional charges (taxes, duties, etc.) that may have been incurred but not charged at the original time of purchase. All refunds are made in USD currency (U.S. dollars).
If an ECOVACS product is being returned for warranty purposes, please refer to the Limited Household Warranty information for guidance.
If the product is being returned for service repair, please call Customer Assistance at 1-844-ECOVACS (326-8227), or email CustomerService@EcovacsRobotics.com for appropriate information.