Refund policy

Returns and Refunds

30-day returns
You can return unused, uninstalled products within 30 days of delivery. Items must be in their original boxes and packaging. Standard packs and roof kits, including quantities from our custom-size calculator, follow this policy.

Installed products
Products that have been installed cannot be returned. Defects that appear after installation are covered by our 20-year limited warranty (see the Warranty section on each product page).

Restocking fee
A 20% restocking fee is deducted from the refund for returned items.

Return shipping
We do not pay for return shipping. Return shipping costs are paid by the customer in all cases, including for damaged, defective or wrong items. The original shipping charge is not refunded.

How to start a return
Email contact@ecothatch.com with your order number and the items you want to return. We will send you return instructions and the return address. Please do not send items back before your return is approved: unapproved returns cannot be accepted.

Refunds
When we receive and inspect your return, we will email you to confirm whether it is approved. Approved refunds are issued to your original payment method within 10 business days, minus the 20% restocking fee. Your bank or card issuer may take a few more days to post the refund.

Damaged, defective or wrong items
If an item arrives damaged or defective, or you receive the wrong item, email us within 48 hours of delivery with photos. We will replace it or refund it in full, with no restocking fee. If we ask you to send the item back, return shipping is paid by the customer.

Special orders
Custom colors and other special orders made to your specifications are final sale.

Exchanges
To exchange an item, return it under this policy and place a new order.

Questions
Email contact@ecothatch.com or call +1 561-260-8333.