We want to be upfront with you: ETCO does not offer a formal, written warranty on our products. That said, we stand behind what we sell, and if something genuinely goes wrong shortly after you receive it, we'll work with you to make it right.
No Formal Warranty
We don't issue warranty cards, certificates, or have a structured warranty program tied to specific product categories. This policy is simply meant to explain, in plain terms, how we handle situations where a product turns out to be faulty.
Goodwill Replacement
If you notice a genuine manufacturing defect or fault with a product within 1 month of receiving your order, reach out to us and we'll review the issue. If we agree that the product is genuinely defective — not damaged through misuse or mishandling — we will replace it for you as a goodwill gesture, free of charge.
This isn't a formal contractual warranty; it's simply how we choose to do business and stand behind the products we sell.
What's Not Covered
We're not able to offer a replacement in situations such as:
- Damage caused by misuse, mishandling, accidents, or improper installation
- Normal wear and tear from regular use
- Issues reported after the 1-month window has passed
- Products that have been opened, altered, or tampered with by the customer or a third party
- Issues arising from external factors (power surges, water damage, etc.), where applicable to the product
How to Report an Issue
If you believe your product has a genuine defect, please contact us on WhatsApp within 1 month of receiving your order. To help us assess the issue quickly, please share:
- Your order details (name, date of order)
- A clear photo or video showing the fault
- A brief description of the problem
Our team will review the information and let you know how we'd like to proceed.
How Replacement Works
If we confirm the issue is a genuine defect, we'll arrange a replacement of the same product. Depending on the situation, we may ask you to send the defective item back to us before or alongside dispatching the replacement — we'll guide you through this over WhatsApp.
Our Discretion
Since this isn't a formal warranty, decisions on whether an issue qualifies for a replacement are made on a case-by-case basis by our team, based on the information and evidence provided. We aim to be fair and reasonable, and we genuinely want our customers to be happy with what they've purchased from us.
Get in Touch
If you run into any issue with a product, reach out to us through:
We've been doing business since 2009, and we'd rather sort a genuine issue out with you directly than leave you stuck with a faulty product.
