Returns & Refunds

At Echoserein, we want you to feel confident when placing an order. Electric tricycles are an important purchase, and we believe return policies should be clear, fair, and easy to understand.

If you experience an issue with your order, please contact us at support@echoserein.com. Our support team responds within 1–2 business days.

1. Return Window

We accept eligible return requests within 30 days of delivery.

Your return request must be submitted within 30 days from the date your order is marked as delivered by the carrier. Requests submitted after this period cannot be accepted.

2. Return Eligibility

To qualify for a return, the item must meet all of the following conditions:

  • Unused, unridden, and in the same condition as received
  • Returned in the original packaging
  • Includes all original components and accessories
  • Accompanied by proof of purchase such as an order confirmation or order number

This includes chargers, manuals, adapters, keys, and any included accessories.

Because electric tricycles are large freight items, partial returns cannot be accepted.

3. Non-Returnable Items

Returns cannot be accepted for:

  • Items showing signs of riding, use, or wear
  • Products modified or altered from original condition
  • Returns sent without prior authorization
  • Return requests submitted after the 30-day return window

If you are unsure whether your item qualifies, please contact us before sending anything back.

4. How to Start a Return

Please do not ship any item back without contacting us first. Unauthorized returns may be refused.

Step 1 — Contact Our Support Team

Email support@echoserein.com with:

  • Your order number
  • Reason for the return
  • Photos of the item and packaging

Our team will respond within 1–5 business days with return instructions and, when applicable, a return authorization.

Step 2 — Ship the Item Back

Once approved:

  • Ship the item only to the return address provided by our team
  • Do not send returns to our corporate mailing address
  • Use a trackable shipping service whenever possible
  • Keep your tracking information until the refund process is complete

Because electric tricycles are large freight shipments, we strongly recommend shipping insurance for returns.

5. Return Address

Returns are processed through our designated US fulfillment warehouse. The correct return address will be provided during the authorization process.

Please do not send returns to our business mailing address unless instructed to do so.

6. Return Shipping Costs

Return shipping responsibility depends on the reason for the return.

We Cover Return Shipping Costs If:

  • The item arrived damaged
  • The item arrived defective
  • You received the wrong product

In these situations, please arrange return shipping with a carrier of your choice and provide us with the shipping receipt or invoice. Verified return shipping costs will be reimbursed together with your refund after inspection approval.

Customer Covers Return Shipping Costs If:

  • You changed your mind
  • The wrong model was ordered
  • The item is no longer wanted
  • The product met the description but did not match personal expectations

Restocking Fees

We do not charge restocking fees.

Please note that return freight costs for large electric tricycles can be significant. We encourage customers to review product details carefully before ordering and contact us with any pre-purchase questions.

7. Refund Processing

After we receive and inspect the returned item, we will notify you by email regarding approval status.

If Approved

  • Refunds are issued to the original payment method within 3–5 business days after approval
  • Banks or card providers may require additional processing time
  • A confirmation email will be sent once the refund has been processed

If Denied

If the returned item shows signs of use, damage, missing components, or does not match the original return request, we will explain the reason by email and discuss available next steps.

8. Exchanges

We currently do not offer direct exchanges.

If you would like a different model or configuration, we recommend:

  1. Submitting a return request for the original item
  2. Placing a new order separately once the return is approved

This process helps avoid additional delays.

9. Order Cancellations

If you need to cancel an order, please contact us as soon as possible.

Orders cancelled before shipment are eligible for a full refund.

Please note:

  • Orders already dispatched cannot be cancelled in transit
  • If the order has already shipped, the standard return process will apply
  • Refunds for approved cancellations are typically processed within 3–7 business days

If you are unsure whether your order has shipped, contact our support team and we will check for you.

10. Damaged or Incorrect Items

If your order arrives damaged or incorrect, contact support@echoserein.com within 48 hours of delivery.

Please include:

  • Your order number
  • A description of the issue
  • Photos of the packaging
  • Photos of the damaged or incorrect item

Our team will review the issue promptly and arrange an appropriate resolution, which may include replacement parts, a replacement product, or a refund.

11. Inspect Your Package Upon Delivery

Electric tricycles are shipped as large freight packages. We recommend inspecting the package when it arrives.

If you notice visible shipping damage:

  • Note the damage on the carrier’s delivery receipt before signing
  • Take photos of the package before opening
  • Contact us immediately if significant damage is present

These steps help speed up shipping claims and support resolution.

12. Contact Information

Questions about returns or refunds? We are happy to help.

Company Name: NEAP TIDE BARN LLC
Address: 1500 N GRANT ST NUM 10509, DENVER, CO 80203
Email: support@echoserein.com
Website: Echoserein

Support Hours: Monday through Friday, 9 AM – 6 PM MST
Response Time: Within 1–2 business days