All Whole Home Water Heater purchases will be shipped with SIGNATURE REQUIRED. If you wish to remove SIGNATURE REQUIRED from your shipment please contact Customer Service immediately to have it removed. Please Note: By opting out of SIGNATURE REQUIRED you release Eccotemp Systems, LLC from all liability of lost or stolen packages. Call 1-866-356-1992 or chat with us here to speak with a customer service agent.
Typically orders ship within 1-6 business days, although most orders are shipped within 1 business day. If you selected expedited shipping at checkout this does not guarantee shipping that same day or the following business day. If you require your order by a certain date please contact customer support for information.
Eccotemp Return Policy – Effective December 15, 2017
6 month satisfaction guaranteed returns!
Our policy below extends to purchases made on Eccotemp.com.
• If at any time, within 6 months of your purchase, you may return new or unopened products for a refund. In the event you used a promotional coupon on your order that was item specific or required a shipping threshold, your refund will be reduced accordingly to the coupon that was used at the time your order was placed. Returning your order partial may subject your refund to being reduced less the amount of the current full retail cost of the item you are retaining. Customer is responsible for all shipping related costs. Partial returns for BOGO (Buy One Get One) sales are prohibited. All items must be returned to be considered for refund. Any seasonal promotional offers including but not limited to Black Friday and Cyber Monday are excluded from the Free Returns Policy stated above.
• If your purchase falls within 45 days you may return new or used products. Items must be in their original packaging with all original included accessories. Used items may be returned and will be subject to a 15% restocking fee if the item cannot be sold as new. Eccotemp will provide a prepaid shipping label for qualifying orders within this 45 day window. To complete return please have proof of purchase and serial number ready and contact customer service at 1-866-356-1992.
• For any non-functioning or damaged items due to shipping, please call 1-866-356-1992 immediately and speak with a customer service representative. To speed up the process, please gather your proof of purchase and serial number prior to calling. Customer service will determine if an RGA (Return Goods Authorization) is necessary and give you further instructions. Furthermore, customer service will then replace your non-functioning or damaged items immediately.
• For any defective items within 45 days of purchase please contact tech support immediately at 1-866-356-1992 or visit www.eccotemp.com to schedule an appointment call to troubleshoot your issues. Please gather your proof of purchase and serial number prior to calling or setting up your appointment. If your product is deemed defective and the issue cannot be resolved through troubleshooting, Eccotemp will issue an RGA for the defective product to be returned and a replacement or refund will be issued upon product return.
*Customer Support will only provide help once the proof of purchase and serial number have been validated. You must provide this information to receive adequate and quick help from our team.
RSL labels are only provided to the United States, excluding Hawaii and Alaska.
Please allow up to 3 weeks for a refund. For any damaged/defective products outside of the 45 day return window please refer to the warranty policy located in the product manual. You may download copies of product manuals by visiting www.support.eccotemp.com
For any inquires on product warranty and what is covers please reference the product manual included or go to support.eccotemp.com to find a digital copy.