Return & Refund Policy
Contact and scope
This policy covers purchases made directly from the ECAN online store. For a return, exchange, incorrect item, delivery issue, or product fault, email info@ecan-audio.com with your order number or other proof of purchase.
Nothing in this policy limits rights or remedies that cannot be excluded under applicable consumer law. Where the law requires a different return process, refund, cost allocation, or remedy, that requirement takes priority.
Choose the right return route
- Product-related issues: a suspected fault, transit damage, an incorrect item, or a material mismatch with our description. Contact us for assessment under the fault process, warranty, and applicable consumer rights.
- Personal-choice returns: changing your mind, no longer needing the product, or choosing the wrong version where the product was correctly supplied and described. These requests are assessed under the 30-day voluntary return conditions below.
A product-related claim will not be treated as a personal-choice return merely because the product has been opened or installed.
30-day personal-choice returns
You may request a voluntary return within 30 days after receipt. An eligible item may be returned for a refund or exchange if it remains in its received condition and is suitable for resale. Installation, misuse, or deterioration affecting resale may result in refusal or a 10% handling fee, subject to applicable law.
We assess the condition of each item as follows:
- Unopened: keep the product complete, undamaged, and suitable for resale. Unopened packaging does not by itself establish that every other return condition has been met.
- Opened but not installed: we check completeness, damage, packaging, and resale condition. Opening the box alone does not automatically trigger a handling fee.
- Installed or used: installation evidence and actual condition may lead to refusal of a personal-choice return or the conditional 10% handling fee described above, where legally permitted.
This condition assessment does not create a general 20% depreciation charge. Suspected faults are assessed through the product-related route.
Please follow the contact and approval process below before sending a return. The sender address on the original parcel may not be a return location.
Customers pay postage for a voluntary return. The conditional 10% handling fee is calculated on the amount actually paid for the product being returned. It is not combined with the 20% no-fault inspection fee. We will explain any proposed condition-related deduction and its reason and amount in writing before you agree to the charge. This process does not allow an undisclosed fee to be imposed retrospectively.
Contact, troubleshooting, and return approval
- Email info@ecan-audio.com with your order number or proof of purchase, product model, reason for return, and relevant vehicle details. For a suspected fault, describe when it occurs and provide photos or a short video if reasonably available.
- We will review the information and may guide you through proportionate, safe remote checks. We may ask for further information relevant to identifying the issue; we will not require unnecessary evidence or unsafe testing. If you cannot provide a video or perform a suggested check, tell us so another reasonable assessment method can be considered.
- If a return is approved, we will provide a return form, the designated address, and packing/shipping instructions. Include the form with the parcel and retain proof of postage.
These steps help identify and resolve the issue. They do not make completion of every troubleshooting request a condition of exercising mandatory rights, or permit those rights to be delayed or refused unreasonably.
Vehicle compatibility and installation
Before ordering, check the vehicle and infotainment requirements on the product page. The correct version may depend on the model year, trim, factory screen, original system, amplifier, connectors, and other equipment. If unsure, send us the relevant vehicle details and photos before purchasing.
Before fitting the product, check the supplied components against your order. If something appears incorrect, contact us before cutting wiring, altering trim, forcing connectors, or changing firmware. An incorrectly selected version may be considered under the voluntary return conditions above. An incorrect product supplied by ECAN, a material error in our description, or another issue giving rise to a mandatory remedy will be handled according to your applicable rights.
Damaged, incorrect, or faulty products
Contact us as soon as you notice a problem. For transit damage, keep the packaging and take photos of the parcel, label, product, and affected components. For a functional issue, describe the symptoms and include a video if practical. Do not continue installation or testing if doing so could cause damage or be unsafe.
We will review the available information and explain the appropriate next step. We will not treat a short reporting request as automatically removing a valid warranty claim or mandatory consumer right. The two-year commercial Warranty Policy below describes repair support after the voluntary return period.
Where the law requires ECAN to bear the costs of remedying a defect or our error, the voluntary-return postage and handling rules will not be used to shift those costs to you.
Inspection, refunds, and exchanges
We will assess the returned product and notify you of the result. Any refusal or proposed deduction will be explained. We will process an approved refund to the original payment method within 10 business days after the returned product passes inspection. We will confirm the amount and processing information by email. This is our refund-processing timeframe, not a guarantee of when the credit will appear in your bank or payment account. Your payment provider may need additional time. Any shorter deadline required by applicable law takes priority.
If you request an exchange, we will confirm the available product, compatibility, any price difference, and applicable shipping costs before proceeding. No paid replacement order will be created without your agreement.
The separate 20% no-fault inspection fee in the Warranty Policy applies only to the stated no-fault assessment situation. It is not a standard deduction from every return or refund.
Preparing a return
Pack the product securely and include the items identified in your return instructions. Keep tracking and proof of postage. Remove personal SIM or memory cards, back up any information you need, and sign out of personal accounts. Erase personal information where possible; tell us if the fault prevents a reset. Do not send account passwords.
Two-Year Limited Warranty
What the warranty provides
ECAN provides a two-year limited repair warranty, starting on the date of receipt, for the complete product kit purchased directly from the ECAN online store. The kit includes the main unit and the components originally supplied with that unit. This commercial warranty is for the original purchaser and is not transferable.
Repair labor for covered product faults is free. The buyer pays for required repair materials, replacement parts, and transportation under this commercial warranty, except where applicable law requires ECAN to bear those costs.
This is a product-repair commitment. It does not automatically include free replacement parts, a new unit, a model upgrade, or reimbursement of an independent installer's charges. Any alternative remedy required by applicable law remains available.
Requesting support
Email info@ecan-audio.com before sending a product. Include your order number, purchase date or other proof of purchase, product details, a description of the fault, and the vehicle and infotainment configuration. Photos, a short video, and details of installation or previous troubleshooting can help us identify the issue.
We use the contact, proportionate remote-check, and return-approval process described in the Return & Refund Policy. After a service return is approved, we will provide the return form, designated service address, packing instructions, and applicable timing. Contact us early enough to arrange the return within the warranty period. If there is a delay in our instructions, contact us so the timing can be addressed; statutory rights remain unaffected.
Before paid work begins, we will provide the proposed parts/materials charges and relevant transportation costs for your approval. The quoted repair labor for a covered repair will be zero. We will not add unspecified additional charges or carry out chargeable work without your agreement.
Coverage after repair or replacement
A repair, or a replacement separately approved as the resolution of an existing claim, continues the remaining period of the original product warranty. It does not start a new two-year period. Any extension or new period required by applicable law takes priority. This provision does not itself promise a free replacement or change the parts and transportation cost rules above.
No-fault inspection
A product reported as faulty but found fully functional after inspection is subject to a 20% inspection fee and applicable return postage under this commercial policy, where legally permitted. The inspection fee is calculated on the amount actually paid for the product being returned and is not combined with the 10% handling fee. We will explain the test findings and proposed charge. The amount must be disclosed before you authorize chargeable inspection; it will not be imposed as an undisclosed surprise charge.
An unresolved or intermittent problem is not, by itself, evidence that a product is fully functional. Please tell us how to reproduce the issue and what vehicle or configuration is involved.
Commercial warranty conditions
Professional installation by a suitably qualified installer is a condition of this commercial warranty. The warranty excludes faults or damage resulting from accidents, neglect, misuse, or improper handling; routine maintenance; cosmetic damage; pixel faults; and firmware changes that ECAN did not approve. These commercial exclusions do not remove mandatory rights relating to defective goods, inaccurate descriptions, or other non-excludable obligations.
The components supplied as part of the original kit share its two-year repair-labor coverage. They are not reduced to a separate 90-day period merely because they are accessories. Normal consumption or wear does not, by itself, establish a product fault. Parts and materials needed during repair remain chargeable under the cost rules above unless applicable law requires otherwise.
Installation services and stored data
ECAN provides remote technical guidance and does not provide an on-site installation service. Free product-repair labor does not mean free vehicle diagnosis, product removal, installation, reinstallation, or vehicle coding by a third party. We do not promise reimbursement of those charges under this commercial warranty; any reimbursement required by law takes priority.
Back up data and remove personal cards or accounts before service where possible. Servicing may erase settings or stored information. Tell us if the fault prevents access, and do not include passwords with a return.
Your statutory rights
This warranty is additional to applicable consumer rights. If the law requires a free repair, replacement, refund, associated shipping, or another remedy, ECAN will not rely on the buyer-paid parts or transportation provisions to deny it. Neither the warranty period nor the voluntary return window shortens any longer protection that applicable law provides.
For assistance, contact info@ecan-audio.com.