returns

Returns & Exchanges

We want you to love your EKO-ZENT purchase. If something isn’t right, we’re here to help with easy returns and exchanges.

Overview Eligibility Non-returnable Items How to Start Exchanges Damaged/Defective Refunds & Timelines Return Shipping

Overview

Returns are accepted within 15 days of delivery for eligible items. Items must be unused, in original condition, and include all packaging, tags, manuals, and accessories. Please start your return using the button below.

Start a Return / Exchange

If you already have a tracking number, you can track your order here.

Eligibility

Return Window

Eligible within 15 days of delivery. For holiday gifts, we may extend this period — contact Support for options.

Condition

Items must be unused and in original condition, with all components and packaging. Wear, damage, or missing parts may reduce or void the refund.

Proof of Purchase

Order number or receipt is required. Orders placed under an account can be found in My Account.

Approval

Returns require prior approval (RMA). Unapproved returns may be refused.

Non-returnable Items

  • Final sale or clearance items marked “Non-returnable”.
  • Gift cards, downloadable/digital products.
  • Perishable goods or items with hygiene seals once opened (e.g., certain personal care items).
  • Customized, personalized, or made-to-order items.
  • Items returned beyond the return window or not in original condition.

If you’re unsure whether your item is eligible, please contact Support before sending it back.

How to Start a Return

  1. Click Start a Return / Exchange above and provide your order number, item(s), and reason.
  2. We’ll email you return instructions and, if applicable, a prepaid label.
  3. Pack items securely with all original packaging. Include the RMA/return reference in or on the parcel.
  4. Ship the parcel using the provided label or your preferred tracked carrier (as instructed).
  5. Once received and inspected, we’ll process your refund or exchange per your request.

Exchanges

To exchange an item, start a return and select Exchange. We’ll reserve the replacement once the return is in transit or after inspection (depending on stock and item type). If an exchange is unavailable, we’ll offer alternatives or a refund.

Damaged or Defective Items

If your item arrives damaged, defective, or incorrect, contact us within 48 hours of delivery via Support & Contact with photos/videos and your order number. We’ll make it right as quickly as possible.

Refunds & Timelines

  • Method: Refunds are issued to the original payment method or as store credit (EKO-ZENT Wallet). Store credit is automatically available at checkout as a payment option when you’re signed in with the same email.
  • Processing time: After we approve and inspect the return, please allow 3–5 business days for processing. Your bank/card issuer may take an additional 5–10 business days to post the credit.
  • Partial refunds: May apply for items not in original condition, missing parts, or returned beyond the window.

Note: Shipping fees are typically non-refundable unless the return is due to our error.

Return Shipping

  • Our error / defective item: We cover reasonable return shipping costs or provide a prepaid label.
  • Change of mind: Return shipping may be the customer’s responsibility. We recommend a tracked service.
  • Lost parcels: Keep your receipt and tracking; we can’t refund items lost in transit without proof of shipment.
Contact Support

This policy applies to purchases made directly at EKO-ZENT. For third-party marketplace orders, please follow the marketplace’s return process if applicable.