Returns & Refunds

This Return Policy applies to eligible products purchased directly from ekocommercial.com. Products purchased through an authorized distributor, retailer, or other third party must be returned through the original seller and are subject to that seller’s return policy.

Return Eligibility

Return requests must be submitted within 21 days from the recorded delivery date provided by the carrier.

All returns require prior approval from EKO Commercial and a valid Return Merchandise Authorization (RMA). To qualify for return, products must be:

New and unused
In resalable condition
In their original packaging
Complete with all original parts, accessories, manuals, and inserts

Products that have been used, installed, assembled, altered, or damaged for reasons unrelated to a confirmed product defect, EKO order error, or eligible freight-damage claim are not eligible for return.

EKO Commercial will review each request to determine eligibility and provide return instructions for approved returns.

Return Merchandise Authorization

An RMA is required before any product may be returned. Products returned without prior authorization may be refused or returned to the customer at the customer’s expense.

To request an RMA, contact support@ekonorthamerica.com and provide:

Purchase order, invoice, or order number
Product name or item number
Quantity being returned
Reason for the return
Customer name and contact information
Photos, videos, or other supporting documentation, if applicable

If the return is approved, EKO Commercial will issue an RMA number and provide return instructions. Issuance of an RMA authorizes the return process but does not guarantee final approval. All returned products remain subject to inspection.

Restocking Fees

Approved non-defect returns are subject to a 20% restocking fee.

Large-volume, palletized, LTL freight, or project orders may be subject to a restocking fee of up to 25%.

The applicable restocking fee will be determined based on order size, handling requirements, and return condition.

Additional handling or repackaging charges may apply if a returned product or its packaging does not meet the approved return conditions but EKO Commercial agrees to accept the return.

Restocking fees will be waived when EKO Commercial confirms that the return is due to a product defect or EKO order fulfillment error.

Shipping and Freight Charges

Original shipping, freight, handling, and delivery charges are non-refundable.

For non-defect returns, including returns resulting from customer preference, ordering error, or quantity changes, the customer is responsible for all return shipping and freight charges.

Customers must package returned products properly and follow the shipping instructions provided with the RMA. EKO Commercial is not responsible for loss or damage occurring during customer-arranged return shipment.

When EKO Commercial confirms that a return is due to a product defect or EKO order fulfillment error, EKO Commercial may cover or arrange the applicable return freight, subject to approval.

Non-Returnable Products

The following products are not eligible for non-defect returns:

Custom, private-label, or made-to-order products
Final-sale products identified as non-returnable
Used, installed, assembled, altered, or modified products
Products missing their original packaging, parts, accessories, manuals, or inserts
Products damaged for reasons unrelated to a confirmed product defect or eligible freight-damage claim

Claims involving defective, incorrect, incomplete, or freight-damaged products will be reviewed under the applicable sections below.

Return exclusions will be identified on the product listing, quotation, purchase order, order acknowledgment, invoice, or other order documentation. By placing an order, the customer accepts the return restrictions disclosed for that order.

Defective, Incorrect, or Incomplete Products

A product may be considered defective if it has a defect in materials or workmanship under normal commercial use and has been used, installed where applicable, cleaned, and maintained according to the applicable product instructions.

The following conditions are not considered defects in materials or workmanship:

Minor cosmetic imperfections, slight color variations, or natural variations in materials
Normal wear and tear, including dents, scratches, scuffs, fading, or cosmetic deterioration occurring over time
Misuse, abuse, neglect, accidents, or intentional damage
Improper installation, assembly, operation, cleaning, care, storage, or maintenance
Failure to follow the applicable setup, operating, cleaning, or maintenance instructions
Unauthorized modifications, alterations, repairs, or disassembly
Damage caused by unauthorized accessories, replacement parts, or repair services
Use of an incorrect voltage, power source, or non-standard or incompatible battery
Damage or performance issues caused by hard-water scale, unsuitable liquids or contents, residue buildup, prolonged dampness or condensation, pests or insect infestation, or other unsuitable operating conditions
Damage caused by outdoor exposure, extreme heat or cold, fire, or other environmental conditions beyond the product’s intended use
Customer dissatisfaction unrelated to a confirmed defect in materials or workmanship

To report a defective, incorrect, or incomplete product, contact support@ekonorthamerica.com promptly and provide:

Purchase order, invoice, or other dated proof of purchase
Product name or item number
Quantity affected
Description of the issue
Clear photos or videos showing the product and issue
Photos of the packaging and labels, if applicable

EKO Commercial may request additional information or require the affected product or component to be returned for inspection, verification, repair, or quality-control purposes. Claims may be denied if the affected product, part, or component has been lost, stolen, discarded, or is otherwise unavailable for inspection.

If EKO Commercial confirms that a product is defective, incorrect, or incomplete, EKO Commercial will determine the appropriate remedy. At its discretion, EKO Commercial may:

Provide a replacement part
Repair the product
Replace the product
Issue an account credit for use toward a future EKO Commercial order
Issue a refund

Confirmed product defects and EKO order errors will not be subject to a restocking fee.

Freight Damage

Customers must inspect shipments at the time of delivery and before signing the Proof of Delivery (POD) or Bill of Lading (BOL), where applicable.

If visible damage, missing cartons, or a shipment shortage is identified, the customer must:

Note the damage or shortage clearly on the POD or BOL, where applicable
Take photos of the shipment, pallet, packaging, shipping labels, and affected products
Preserve the product, packaging, pallet, and shipping materials
Report the issue promptly to EKO Commercial

If concealed damage is discovered after delivery, stop using the affected product, retain all packaging and shipping materials, and notify EKO Commercial promptly.

A freight-damage claim should include:

Purchase order, invoice, or order number
Product name or item number and quantity affected
Description of the damage or shortage
Photos of the product, packaging, pallet, and shipping labels
A copy of the POD or BOL showing any noted damage or shortage, where applicable

Failure to document visible damage, preserve the packaging, or report the issue promptly may affect EKO Commercial’s ability to submit a carrier claim or provide a remedy.

EKO Commercial will review the documentation and support the applicable carrier claim, replacement, or other approved resolution based on the order’s shipping terms.

Return Inspection and Refunds

All returned products will be inspected after receipt.

If a return is approved following inspection, EKO Commercial will issue the applicable refund or account credit, less any restocking fees, non-refundable freight charges, return freight charges, or other approved deductions.

When applicable, refunds will be issued to the original payment method. Approved refunds may take up to 10 business days to process after approval. Additional time may be required for the refund to appear, depending on the customer’s financial institution.

Products that do not meet the approved return conditions may be refused or returned to the customer at the customer’s expense.