Refund policy

This Return & Refund Policy applies to purchases made through this website, shop.jvl.ca, the official JVL ECHO checkout.

Last updated: July 23, 2026

We offer a 30-day return, refund, or replacement review period. This means you have 30 days after receiving your item to request a return, refund, or replacement.

All returns, repairs, replacements, and warranty requests must be approved by JVL before the product is shipped back. Items sent back without first requesting a return will not be accepted.

To start a return or support request, contact us at echo@jvl.ca. Please include your order number, the reason for your request, and any relevant photos or video if the item is damaged, defective, incorrect, or not working properly.

Customer-initiated returns

If the product is not right for you, you may request a return within 30 days after receiving your item.

To be eligible for a customer-initiated return, the item must be in like-new condition, undamaged, and returned in its original packaging with all included parts, accessories, manuals, and documentation. You’ll also need the receipt or proof of purchase.

If your return is approved, JVL will provide instructions on how and where to send your item. Approved returns must be shipped back within 7 days after return instructions are provided.

For customer-initiated returns where the product is not damaged, defective, or incorrect, the customer is responsible for return shipping, freight, and any required packaging or carrier handling costs.

Original shipping fees, express shipping fees, freight fees, and special handling fees are non-refundable unless the return is due to damage, defect, wrong item, or JVL error.

Damaged, defective, or incorrect items

Please inspect your order when it arrives. If the product or packaging appears damaged, if the item is defective, or if you receive the wrong item, contact us as soon as possible, preferably within 3 business days, at echo@jvl.ca.

Please include your order number, a short description of the issue, photos of the packaging, photos of the shipping label, and photos or video of the product if available. Please keep the original packaging until the issue has been reviewed.

JVL will first help diagnose the issue remotely when possible. If troubleshooting does not resolve the issue, JVL will determine the appropriate next step, which may include repair, replacement parts, a replacement unit, return instructions, or a refund according to this policy and our warranty terms.

If JVL requests that the product be returned for inspection, repair, replacement, or refund review, JVL will provide return instructions. If the issue is confirmed as covered by warranty, damage, defect, wrong item, or JVL error, JVL may arrange or cover the applicable return or replacement shipping.

Replacements

If your return or issue is approved for replacement, we will provide instructions for the replacement process. Replacement availability may depend on product availability and the nature of the issue.

Refunds

We will notify you once we have received and inspected your return. If the refund is approved, it will be processed to your original payment method.

Please remember that it can take time for your bank, credit card company, or payment provider to process and post the refund. If more than 15 business days have passed since we approved your refund, please contact us at echo@jvl.ca.

Warranty and support

JVL ECHO products include 1-year manufacturer warranty coverage and support. Warranty coverage starts from the date the shipping confirmation is sent to the customer.

Warranty support may require your order number, serial number, proof of purchase, photos or video of the issue, and product registration information if available. You can register your JVL ECHO device on our Warranty Registration page.

Product registration helps JVL verify your purchase and provide faster support, but it does not replace proof of purchase, extend warranty coverage, or reset the warranty start date.

Warranty coverage does not apply to damage caused by misuse, abuse, neglect, improper handling, unauthorized repairs or modifications, liquid exposure, power issues, accidents, improper environment, cosmetic wear from normal use, or failure to follow setup or support instructions.

For warranty questions, troubleshooting, or support requests, contact us at echo@jvl.ca.