Return & Refund Policy
Return & Refund Policy
Last Updated: January 1, 2026
At ETTBOX, we want every customer to shop with confidence. This Return & Refund Policy explains our policies regarding returns, exchanges, refunds, order cancellations, product issues, and transportation-related damage.
Please carefully review this policy before placing an order.
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1. General Return Policy
Customers may request a return within 30 days of receiving the order, subject to the conditions of this policy and applicable law.
For a voluntary return, the product should be:
- Unused and unworn
- In substantially the same condition as received
- Returned with the original packaging and accessories where reasonably possible
- Accompanied by valid proof of purchase
Products that have been used, modified, repaired, disassembled, or damaged after delivery may not qualify for a voluntary return.
To start a return request, please contact:
support@ettbox.com
Please do not send any product back before receiving return instructions from ETTBOX.
Once a return has been approved, the product should normally be shipped back within 14 days.
2. Return Shipping Costs
For voluntary returns or returns based on personal preference, the customer is responsible for all return shipping costs.
ETTBOX does not generally provide prepaid return labels for voluntary returns.
Return-related costs may include:
- International return shipping
- Local return postage
- Packaging costs
- Shipping insurance
- Customs or brokerage charges
- Other costs associated with returning the product
Customers should carefully consider the potential cost of international return shipping before requesting a return.
ETTBOX will not reimburse voluntary return shipping costs unless otherwise agreed or required by applicable law.
3. International Transportation Risk
ETTBOX ships products internationally through multiple transportation and logistics providers.
International transportation may involve vibration, impact, pressure, repeated handling, temperature changes, loading and unloading, customs inspection, and other transportation conditions.
These conditions may occasionally cause internal components to move, loosen, become detached, or require minor adjustment after delivery.
Customers should understand that international transportation involves inherent transportation risks.
A transportation-related issue does not automatically mean that the product has a manufacturing or product-quality defect.
Each reported issue will be reviewed based on the available evidence and the actual condition and functionality of the product.
4. Transportation-Related Damage
If a product is damaged during international transportation, customers should contact ETTBOX before attempting to repair, modify, disassemble, or return the product.
Please provide clear photographs or videos showing:
- The affected product
- The damaged or displaced component
- The external packaging
- The internal packaging where applicable
- The product's current functionality
For example, screws, fasteners, brackets, wires, covers, or other internal components may become loose or displaced during transportation.
Such transportation-related movement or damage is not automatically considered a manufacturing defect or product-quality issue.
Where possible, ETTBOX may provide installation instructions, troubleshooting assistance, replacement components, or another reasonable solution without requiring the entire product to be returned.
If the customer chooses to return the product because of transportation-related damage, the customer may be responsible for the return shipping costs unless otherwise required by applicable law.
5. Product Issues & Troubleshooting
Some ETTBOX products contain electronic, mechanical, lighting, motorized, remote-control, voice-control, or other functional components.
If a product does not appear to function correctly after delivery, ETTBOX may first provide troubleshooting or installation guidance.
Customers may be asked to provide:
- Photos
- Videos
- Battery or power information
- Product settings
- Remote-control information
- Packaging information
- Other information required to identify the cause of the issue
In some situations, an issue can be resolved without returning the entire product.
Customers should not attempt unauthorized repairs or modifications before contacting ETTBOX.
6. Defective Products
If a product appears to have a manufacturing or assembly defect when received, please contact ETTBOX as soon as reasonably possible after delivery.
ETTBOX may request photographs, videos, packaging information, or other evidence to determine the cause of the issue.
An internal component becoming loose or detached during transportation does not automatically establish a manufacturing defect.
If a manufacturing or assembly defect is verified, ETTBOX will determine an appropriate solution based on the circumstances.
Depending on the situation, the solution may include:
- Troubleshooting or installation assistance
- Replacement parts
- A replacement product
- A partial refund
- A full refund
- Another reasonable remedy
7. Exchanges
Customers may request an exchange within the applicable return period, subject to product availability.
The replacement product will normally be shipped after the returned product has been received and inspected.
For voluntary exchanges, the customer is responsible for return shipping costs and any other applicable transportation costs unless otherwise required by law.
If the requested replacement is unavailable, ETTBOX may offer an alternative solution.
8. Order Cancellations
Before Shipment
Customers may contact ETTBOX to request cancellation before the order has been shipped.
If the cancellation is accepted before shipment, a refund will normally be issued to the original payment method.
After Shipment
Once an order has been shipped, it generally cannot be canceled as a pre-shipment cancellation.
Customers may request a return after delivery in accordance with this policy.
9. Refunds
Once a returned product has been received and inspected, ETTBOX will review the return and notify the customer of the refund decision.
Approved refunds will normally be issued to the original payment method.
ETTBOX generally processes approved refunds within 10 business days after approval.
Additional processing time may be required by the customer's payment provider, bank, or card issuer.
If a refund has been approved but has not appeared after a reasonable processing period, customers may contact ETTBOX for assistance.
10. Returned Product Condition
Customers are responsible for taking reasonable care of products while they are in their possession.
Returned products should be in substantially the same condition as when received.
ETTBOX may review the condition of returned products before approving a refund.
A refund may be reduced or denied where permitted by applicable law if the product has been damaged, modified, disassembled, repaired, or materially altered after delivery.
This does not affect any mandatory consumer rights under applicable law.
11. Lost Return Shipments
Customers are responsible for a voluntary return shipment until it is delivered to ETTBOX.
We strongly recommend using a trackable shipping service and keeping the tracking information.
If a return package is lost during transportation, ETTBOX may request valid tracking information or proof of shipment.
ETTBOX is not responsible for losses caused by the customer's selected return carrier, except where otherwise required by applicable law.
12. Refused Delivery
Customers should contact ETTBOX before refusing delivery whenever possible.
If a customer refuses delivery because of personal preference, customs charges, taxes, incorrect shipping information, failure to complete customs procedures, or another reason attributable to the customer, the shipment may be returned to the sender or otherwise handled according to carrier procedures.
Any reasonable costs incurred by ETTBOX may be deducted from an applicable refund where permitted by law.
Such costs may include:
- Return transportation costs
- Carrier handling fees
- Customs-related charges
- Additional transportation expenses
13. Customs & Import Charges
Customers are responsible for any customs duties, import taxes, VAT/GST, brokerage fees, or other charges imposed by the destination country where applicable.
These charges are determined by the destination country's authorities and are generally outside ETTBOX's control.
If a customer refuses delivery because of unpaid customs duties, taxes, import fees, or other customs-related charges, the shipment may be returned to the sender.
Any return shipping costs, carrier fees, customs charges, or other reasonable expenses incurred by ETTBOX may be deducted from any applicable refund where permitted by law.
14. Custom & Made-to-Order Products
Certain products may be handmade, customized, made-to-order, or produced according to customer-selected specifications.
These products may have different cancellation, return, or exchange conditions depending on the stage of production and the nature of the customization.
Any special conditions will be stated on the relevant product page where applicable.
15. Return & Refund Claims
ETTBOX reviews return and refund requests individually based on the information provided by the customer.
To help us process a claim efficiently, customers should provide accurate information and clear supporting evidence where requested.
This may include:
- Order number
- Photos
- Videos
- Product condition
- Packaging condition
- Tracking information
- Description of the issue
Claims involving false information, manipulated evidence, intentional damage, unauthorized modifications, or abuse of the return process may be rejected where permitted by applicable law.
16. How to Request a Return
Before returning any product, please contact ETTBOX Customer Support:
support@ettbox.com
Please provide:
- Order number
- Customer name
- Product name
- Reason for the return
- Photos or videos where applicable
- Photos of the shipping package where relevant
- Any other information needed to review the request
After reviewing the request, ETTBOX will provide return instructions where applicable.
Please do not send a product to any address without receiving return instructions from ETTBOX.
17. Important Notice
International transportation involves inherent risks.
Products may experience vibration, impact, pressure, repeated handling, or other transportation conditions during international delivery.
Internal components may occasionally become loose, displaced, or detached during transportation, even when the external packaging does not show obvious damage.
Transportation-related damage or internal component movement does not automatically constitute a manufacturing or product-quality defect.
Customers should contact ETTBOX before attempting repairs, modifications, disassembly, or returning the product. Where possible, ETTBOX may provide troubleshooting assistance, installation instructions, or replacement components.
By placing an order with ETTBOX, customers acknowledge that international transportation involves certain inherent risks and agree to review this Return & Refund Policy before purchasing.
Nothing in this policy is intended to exclude or restrict any consumer rights that cannot legally be excluded or restricted under applicable law.
18. Contact Us
If you have questions regarding returns, refunds, exchanges, cancellations, or product issues, please contact:
ETTBOX Customer Support
Email: support@ettbox.com
Website: ettbox.com
We will review your request and respond as soon as reasonably possible.
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