Refund policy

Satisfaction Guaranteed

At Ekko Maison, we strive to ensure you love every purchase, but we understand that sometimes things don’t work out. We offer a hassle-free, 14-day free return policy for items returned in their original, unused condition. Here’s how our return process works:

Return Process:

  1. Time Frame: You have 14 days from the date of delivery (as shown on the tracking receipt) to initiate a return.
  2. Condition: Products must be returned in their original, unused condition.
  3. Return Shipping: While returns are free, Ekko Maison is responsible only for the cost of the returning service that Ekko Maison works with. Ekko Maison is not responsible for any additional fees created during the process.
  4. Initiating a Return: To start your return, please contact our customer service team at support@ekkomaison.com, and we will guide you through the steps.

Exclusions:

  • Custom and made-to-order items, discounted, and sale items are final sale and cannot be returned.
  • Items purchased with a discount code are eligible for return unless otherwise specified.

Shipping Costs:

  • Original shipping costs are non-refundable.
  • Return shipping fees are waived by Ekko Maison.
  • The safe arrival of returned products is also the responsibility of the customer. Products returned damaged may not be eligible for a refund.

Items Not Eligible for Return:

  • We cannot accept returns on products damaged through normal wear or misuse.
  • If an item is returned without prior approval or does not meet our return policy requirements, we reserve the right to deny the return.

Damaged or Lost Items:

  • If your item arrives damaged, please immediately email support@ekkomaison.com with photos of the damage to initiate a return or exchange.
  • For items lost in transit, please contact the carrier directly to file a claim. Ekko Maison is not responsible for items lost after dispatch.

Order Changes and Cancellations:

  • Once an order is placed, we cannot guarantee changes or cancellations, but please contact us as soon as possible at support@ekkomaison.com if you need to discuss order modifications.

We’re committed to making your experience with Ekko Maison as seamless and satisfying as possible. If you have any questions or need further assistance, our dedicated customer service team is here to help.