RETURNS AND POLICIES
WARRANTIES & RETURNS
All new products come with a warranty and are part of the 30-day return policy. There are no restocking fees for returned products. Certain products have inspection fees. Please read the return guidelines for each product. We do not refund the initial shipping paid to ship the product to the customer unless the product was defective upon arrival. If a new replacement product is issued, the warranty restarts from the replacement date. Any product returned, must be in new or like new condition. We reserve the right to reject any returned product if it is not returned in new or like new condition. Like new condition means there are no signs of use, damage, missing box, owner’s manual, missing parts, etc. Some of our products are personal in nature and are not returnable if used. For example the Echo Go and Synergy Sauna are not returnable if they are used because they are personal products and can not be resold.
All warranties are valid for the original purchaser only. The warranty covers defective parts, labor, and return shipping of the product to the customer. The cost of the shipping from the customer to Synergy Science™ is the responsibility of the customer (unless otherwise stated below). If the product cannot be repaired or replaced, the purchase price paid for the machine will be put toward the price of a current, new, or refurbished machine.
Warranties do not cover improper use of the product, issues caused by a lack of basic maintenance (including timely filter changes and preventive cleaning with the Echo Cleaning Cartridge), any damage caused by misuse or abuse to the product or improper wiring in the home, acts of God (including storms, flooding, fire, electrical damage from power surges, power spikes, lightning, etc.), and any physical damage to the product by the owner.
If a product is sent in and is not covered under warranty or is found to be working correctly, there will be a minimum $50 charge to inspect the product. If the inspection takes longer than an hour or labor is required for a non warranty repair, the hourly labor fee is $50.
To view product-specific warranties, follow the links below:
Echo Water® Machines
To view general warranties and return policies for our remaining products, please view the information below:
Open-Box & Certified (Refurbished) Products
All open-box and refurbished products come with a manufacturer defects warranty. Please see their respective product pages for duration. All purchases of open- box and certified (refurbished) products are final. There is no 30-day return period.
All devices purchased as new are new. The products undergo testing and are inspected before being shipped out. Any accounts of fingerprints or dust would be because of the quality inspection. If the product is damaged during shipping, Synergy Science™ must be notified immediately and images of the damage must be provided to firstname.lastname@example.org. If desired, the account holder can assign a representative to speak on their behalf. The account holder must let Customer Experience know via email or phone call if this is the case.
If the customer receives a damaged product, please contact Synergy Science™ at 1-800-337-7017 or at email@example.com to obtain Return Merchandise Authorization number (RMA#). Synergy Science™ will issue a product replacement. A return label with a Return Merchandise Authorization number (RMA#) will be shipped with the replacement product. The customer must then return the defective product within 30 days of the original shipment date or they will be charged for the replacement product.
All consumable and personal items must be unused and received within the 30 days from date of shipment in new condition. Supplements and consumables must be in the original package, unopened and unused.
Echo Machine Warranty
- Echo Ultimate Machine has a 7 year warranty. The warranty is only valid for the original purchaser in our records. The warranty covers parts, labor, and return shipping of the repaired unit as long as the issue was due to a manufacturer defect. This does not include normal wear and tear and lack of maintenance.
- Echo H2 Machine has a 5 year warranty. The warranty is only valid for the original purchaser in our records. The warranty covers parts, labor, and return shipping of the repaired unit as long as the issue was due to a manufacturer defect. This does not include normal wear and tear and lack of maintenance.
- Echo 7 Machines™, Echo 9 Machines™, and Echo 9 Ultra Machines™ that were purchased brand new carry a Forever Warranty. The warranty is only valid for the original purchaser in our records. The warranty covers parts, labor, and return shipping of the repaired unit as long as the issue was due to a manufacturer defect. This does not include normal wear and tear and lack of maintenance.
- Return shipping costs will be covered for any repairs needed due to a manufacturer’s defective part.
- If the issue was due to a defective part and the parts are no longer available, we will credit the original price paid towards the retail price of a replacement machine of your choice. If you choose a machine of a lesser value than your original machine, we will not refund you the difference.
- All returns must be accompanied by a Return Merchandise Authorization number (RMA#) provided by Customer Experience only after all proper troubleshooting via phone or video has been successfully completed.
- If you are not the original purchaser, the warranty is void.
Replacement filters can only be returned or exchanged if they are brand new and unused and have not been removed from their original packaging.
It is strongly recommended to insure the shipment. Synergy Science™ is not responsible for any loss or damage during transit for returned products. Upon return of the machine, it must be un-installed correctly without causing damages to the product. All returned merchandise must have a Return Merchandise Authorization number (RMA#). To request a Return Merchandise Authorization number, contact Customer Experience at 1-800-337-7017 or at firstname.lastname@example.org. In order to be refunded, the account holder must be the one to communicate with Customer Experience either via phone or email. If desired, the account holder can assign a representative to speak on their behalf. The account holder must let Customer Experience know via email or phone call if this is the case. The initial shipping paid by Synergy Science, Inc. will not be refunded for any return.
If the customer purchases a product through a webinar special, please refer to that webinar recording for the return policy and any applicable return fees associated with that webinar, as they may differ from standard Synergy Science™ policies.
We have not intended to imply any medical or curative claims with any of our products or the wording on our website, videos, or literature. There are many individuals that feel better or whose health condition has improved simply after being properly hydrated.
We are saying that water from an Echo Water® Machine can hydrate you more effectively than other types of water when consumed appropriately. Diet, exercise, and relationships also play an important role in overall well-being.
We make every reasonable effort to include accurate and up-to-date information in our website. We make no warranties or representations as to its accuracy. We assume no liability or responsibility for any errors or omissions in the content of the site.
Do not drink alkaline water when consuming time-release medication. Please consult with your doctor if you have any questions. If you or your doctor have any questions or concerns with you consuming alkaline water, follow your doctor’s recommendations. You can encourage your doctor to contact us. When taking time-release medications, please consume neutral pH water.
Source water used with Echo Water® Machines should be potable water. If the source water is deemed microbiologically unsafe or not potable, it should not be used with Echo Water® Machines. The EPA standards for drinking water are less than 500 TDS. Water tests are available. Please contact Customer Experience at 800-337-7017.
Consuming Hydrogen-Enriched Water
Millions of people all over the world have consumed hydrogen-enriched water for many years. Consumption of hydrogen-enriched water is safe for all ages and demographics, including your pets. There are over 1,000 studies showing benefits of hydrogen-enriched water. There have been no contraindications for drinking hydrogen water in these studies. We encourage you to review the studies at www.hydrogenstudies.com.
When Purchasing Products or Services Outside of the USA
All our products are shipped worldwide from the Utah, USA. The prices listed on our website do not include any duties or taxes. The customer is responsible for payment of any such incurred charges based on the requirements of the country of import.