Warranty
Last updated: September 2026
Warranty Period by Product Category
All our products come with a warranty against manufacturing defects under normal personal use. Warranty periods vary by product category:
| Product Category | Warranty Period | What's Covered |
|---|---|---|
| Pre-owned Laptops (Refurbished & Used) |
12 months | Hardware failures under normal use: motherboard, CPU, RAM, storage, screen, battery (below 70%), keyboard, trackpad, ports, fans. |
| Mascot Costumes | 90 days | Manufacturing defects in stitching, seams, and structural integrity. Built-in fans/pumps covered for 90 days. |
| PVC Inflatables | 90 days | Manufacturing defects causing air leakage under normal inflation and use. Included pumps/blowers covered for 90 days. |
| Home & Household | 90 days | Manufacturing defects affecting functionality. |
Pre-owned Laptops — Product Grading System
We clearly label every laptop with its condition grade. Please check the grade in the product description before purchasing:
| Grade | Condition | Cosmetic Description |
|---|---|---|
| Grade A — Refurbished | Refurbished | Thoroughly tested, cleaned, and faulty parts replaced. Minor cosmetic wear (light scratches or scuffs) that does not affect functionality. |
| Grade B — Like New | Used (Excellent) | Pre-owned unit in excellent condition. Very light signs of use, fully functional, tested and inspected. |
| Grade C — Good Used | Used (Good) | Pre-owned unit with visible cosmetic wear (scratches, dents, or keyboard shine) but fully functional. Tested and inspected. |
Refurbished vs Used: Refurbished units have undergone a full refurbishment process including testing, cleaning, and part replacement. Used units are sold in their original pre-owned condition but have passed our full functional inspection. Both grades carry the same 12-month warranty.
What Is NOT Covered (All Products)
- Commercial or rental use: Products used for commercial rental, hire, or high-frequency business use are not covered under warranty. Our warranty applies to normal personal use only.
- Accidental damage: drops, spills, impacts, tears, punctures
- Liquid damage of any kind
- Normal wear and tear (scratches, cosmetic imperfections, fabric fading, zipper wear)
- Damage from unauthorized repairs, modifications, or part replacements
- Damage from improper use, over-inflation, overloading, or use beyond intended purpose
- Damage from environmental causes: fire, water, extreme temperatures, prolonged sun exposure
- For laptops: software issues, viruses, malware, OS problems, data loss
- For costumes: zippers, Velcro, and elastic are considered wear items and not covered after initial 30-day DOA period
- For inflatables: punctures, tears, or damage from sharp objects, over-inflation, or improper storage
Warranty Claim Process
- Email info@ecolively.com or submit the contact form with your order number, product category, and a detailed description of the issue.
- We may ask for photos or a short video demonstrating the problem.
- Our team will review and diagnose the issue within 24–48 hours.
- If approved:
- We may provide troubleshooting steps to resolve remotely.
- If repair or replacement is needed, we will provide return instructions.
- We will repair, replace, or refund at our discretion, depending on the product and issue.
- Repaired or replaced items carry the remainder of the original warranty, or 90 days from repair date — whichever is longer.
Out-of-Warranty Repairs & Support
- We offer paid repair services for items outside the warranty period (laptops only).
- For costumes and inflatables outside warranty, we can provide repair guidance or recommend replacement parts.
- Contact us for a diagnosis and repair quote.
- Shipping costs for out-of-warranty repairs are the buyer's responsibility.
Important: Our warranty covers normal personal use only. Products purchased for commercial rental, hire, or high-frequency business use are not eligible for warranty claims. If you plan to use our products for rental purposes, please contact us to discuss commercial options. Need to file a warranty claim? Email info@ecolively.com with your order number — include photos or video if possible to speed up the process.