Usually protected
- The item arrived damaged or defective.
- The item is significantly different from the listing.
- The order did not arrive after the expected delivery window.
Returns and refunds
When something is wrong, you have a clear route.
Start from the order, show us what happened, and keep every update connected to the purchase.
Usually limited
- Opened perishables, food, and consumables.
- Custom or made-to-order items without a defect.
- Opened personal-care products for hygiene reasons.
How it works
Keep the resolution tied to your order.
- 1
Open the order
Sign in, go to My Orders, and select the item you need help with.
- 2
Describe the problem
Choose the issue, explain what happened, and add clear supporting photos.
- 3
Review and resolve
The vendor can respond. EKO support steps in when the issue is not resolved directly.
Approved refunds are returned to the original payment method. Your bank or payment provider controls the final processing time.