Refunds & returns
We hope that you'll love everything you order from Ekouaer. But if you're not 100% satisfied, you can return it. Our return policy explains everything you need to know.
Make sure you contact us before sending your order back to us. We aren't able to accept returns unless they have been authorized by our Customer Service team. Read the instructions below to learn more about returning items.
We accept order cancellation before the product is shipped or produced. If the order is cancelled you will get full refund. We cannot cancel the order if the product is already shipped out.
We accept return of products. Customers have the right to apply for a return within 14 days after the receipt of the product.
You must contact our Ekouaer customer service team before you deliver the returned merchandise. Our customer service team will inform you the return address through e-mail. You must return all original packaging boxes, manuals/accompanying documents and packaging materials, gifts (if any) and returned goods together. To complete your return, we require a receipt or proof of purchase.
We do not accept returned products that are not in the same state as the products when they are delivered, or products that have traces of use and exceed the packaging only. The requirements for goods that can be returned and exchanged are:
1. The returned product must be unworn, used, washed, modified, damaged, odor-free, pollution-free, the price tag and washing mark have not been removed, and the complete state of the secondary sale will not be affected, otherwise Ekouaer has the right not to accept the product Return.
2. There are quality problems in accessories, underwear, socks and other related personal clothing. If there are quality problems in accessories, underwear, socks and other related personal clothing, you agree to deal with them in accordance with national laws and regulations.
We do not offer Freight To Collect (FTC) service for the packages returned to us. The returns will be made at your own cost. The specific fee should be based on the express company you choose.
If the return is due to our reasons, (i.e. defective or damaged item, the wrong size or the wrong product), then we will bear the shipping fee.
Once your return is received and inspected, we will email you a notification of receipt. We will also notify you of the approval or rejection of your refund. If it is approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 30 days.
If you participate in the "full reduction" or other preferential activities of the returned goods when you purchase, the amount of refund is limited to the amount you actually paid;
If you used a coupon when purchasing the product, it will automatically become invalid;
If you haven’t received a refund within 30 days after the approval of refunds. Please contact email@example.com