Privacy Policy

1. Refunds by Echotomato

1.1. Echotomato is committed to refund you as soon as possible for all order item returns and cancellation processed through our platform. Refunds are usually made through the payment method used at the point of purchase.

1.2. Your eligibility for a refund and how soon it is issued may be different depending on several factors, including but not limited to, cancellation and return policy, conditions of returns, refunds processing by Echotomato, and your payment method.

2. Refund Processing & Receiving Refund

2.1. It is important to understand the difference between the time it is required for Echotomato to process (“Processing Time”) and the time taken for successfully refunded orders to be reflected as credit in your account or Statement of Account provided by your Financial Institution (“Receiving Refunds”).

2.2. Refund Processing. This is the time required by Echotomato to review your return and refund requests made through Customer Service.

2.3. Receiving Refund. For customers who transact with Echotomato through a facility issued or administered by a Financial Institution (electronic wallets, credit, or debit card holders), your Financial Institution may require an additional period of time to process and for the refund to be reflected in your Statement of Account or credit balance provided.

2.4.Echotomato reserves the right to modify the mechanism of processing refunds at any time without notice.

3. Refund Processing

3.1. When you raise a return or cancellation request for your order, Echotomato strives to complete processing as soon as possible, and for refund to be issued and be confirmed in your account.

Figure 1: Refund Processing & Confirmation

3.2. Echotomato and Sellers may take up to ten (10) business days to receive and process your request for a refund.

4. Receiving Refunds (After Refunds Approval either by Seller or Echotomato)

4.1. We strive to process your refund as soon as possible. Your refund processing time might also be affected by your Financial Institution which issues or administers your payment method.

4.2. Refund Amount. The amount refunded to your account shall be calculated based on the actual amount paid during checkout. Shipping fee may be pro-rated for partial refunds.

4.3. Vouchers, Discounts, and Promotions. The sum of value of vouchers, discounts, and any promotions may not be refunded in cash or in kind, and may not be reinstated to your account, subject to additional terms and conditions of each promotion.

4.4. Refund to Credit & Debit Cards Account. Depending on your mode of refund, your Financial Institution it may require additional five (5) to ten (10) business day for you to receive your refund in your account. You may enquire with your Financial Institution if you have not received your refund.

5.Disputes & Claims

5.1. If you believe you have satisfied all conditions to be eligible for a refund and you have not received a refund confirmation, or if you disagree with the outcome proposed by the Seller, you may raise a dispute with Echotomato within 5 business days.

5.2. In the event of a dispute, Echotomato shall have investigate and review your case based on supporting documentations and evidence submitted by all parties. Echotomato strives to arrive at a fair resolution and Echotomato’s decision will be final and conclusive.

5.3. Upon conclusion of the dispute, all parties will receive an email notification from Echotomato of the status of the case.

Returns Policy

1. Returns to Echotomato

1.1. You can return selected items purchased directly from the Platform, and these requests can be made through the Echotomato Platform. This Returns Policy helps you understand the conditions for such returns and how Echotomato will process your request.

1.2. Sellers’ Returns Policies. Returns may be provided directly by sellers, suppliers of items, brands’ principals, contractors, or any programs offered by any company (collectively, “Sellers”). In such circumstances, you should get in touch directly with the Sellers. Echotomato will not be able to assist or provide assurance on behalf of Sellers.

1.3. Refunds. For any returns that entitle you for a refund, please refer to our Refunds Policy to understand the conditions for such refunds.

2. Returns Eligibility Period

2.1. You must fulfil a set of conditions to be eligible for a return. Echotomato is committed to provide our customers with a pleasant returns process.

2.2. Unless otherwise stated, Echotomato provides our customers with a 7 days free returns period for items from the date of delivery.

2.3. The Return Period begins from the date in which it is successfully delivered to the address indicated in your order. Under circumstances which the actual date of delivery is different from the date of delivery displayed in your App, you must retain records and provide it to Echotomato upon request.

2.4. Echotomato will not accept any returns beyond the Returns Period. For any returns beyond the Returns Period, please contact the Sellers directly.

2.5. Returns requests are subject to Echotomato’s and/or Sellers’ verification and approval. In the event of a dispute regarding any return, Echotomato’s decision is final.

3. Standard Return Period

3.1. The Standard Return Period shall be applicable on all products, unless otherwise stated on the Product Description Page (PDP), or had been excluded under Non-Returnable and Non-Refundable Policy. The Conditions for Returns shall apply.

4. Conditions for Returns

4.1. Items and packages returned to Echotomato must be in a condition that is acceptable in order to be eligible for a refund. Unless otherwise stated or provided in writing, depending on the type of return, you must ensure:

(a) All items are returned in original condition. This means that all original labels, tags, security seals, serial numbers, must be intact and not tampered with;

(b) Items are returned in original packaging. Product packaging, including but not limited to, protective shields, protective plastic, protective covers, product boxes, dust bag, accessories and peripherals to secure products for shipping must be included in the return package;

(c) Items are unworn, unwashed, unaltered and unused, where applicable;

(d) Items, if received as a set, must be returned as a complete set (i.e. no incomplete returns). All free gifts, accessories, documentation and peripherals provided within the product package (e.g. product accessories, warranty cards, certificates of authenticity, etc.), or provided together with the product as an independent singular item (e.g. free gifts), must be not missing; and/or

(e) Items, accessories and peripherals are in good and/or working condition, do not contain missing parts, and are not damaged, altered or found to be in unsellable condition while under your care (e.g. due to customer negligence, misuse or tampering).

5. Returns Shipping

5.1. Our Logistics partners may decline to accept or receive your parcel if it is not labeled or secured for return shipment. For ease of processing and to ensure that our logistics partners collect the correct item, you are encouraged to label the product appropriately with the item and order number.

5.2. Unless otherwise stated, Echotomato provides free returns shipping for our customers. Please adopt the following shipping guidelines so as to provide a seamless return experience and fast refund.

(a) Ensure that your parcel is properly secured and packed for handing over to our appointed logistics partners. Parcels must be secured with adhesive tapes.

(b) Ensure any labels (if applicable) are securely attached to the parcel.

(c) Ensure that the correct and complete item is packed into a single parcel.

6. Incorrect or Incomplete Returns

6.1. It is your responsibility to ensure the correct item is packed and returned, and where applicable, ensure complete set of gifts, accessories or peripherals. You may not receive compensation or refund in the event Echotomato receives incorrect or incomplete returns.

6.2. Incomplete Returns. Echotomato may require you to bear the costs of the return of your incomplete parcel and you will not be reimbursed, and you may not claim against Echotomato for any costs incurred, whether directly or indirectly.

6.3. Incorrect Returns. Any items or any foreign object (collectively “Foreign Objects”) incorrectly returned and sent to Echotomato may not be returned:

(a) Echotomato does not store such Foreign Objects and any Objects may be disposed or handled appropriately at the sole discretion of Echotomato without notice.

(b) You may not receive compensation of any kind from Echotomato.

(c) You may not claim against Echotomato arising out Foreign Objects incorrectly included in your returned parcel.