Refund and Returns Policy

At Ekiess, we value your satisfaction and take great care to ensure our products meet the highest standards of quality. Each fragrance is carefully packed and shipped with love and attention. However, if there’s ever an issue with your order, we’re here to help.

1. Eligibility for Returns

Due to the nature of our products (perfumes and personal care items), we only accept returns or exchanges in the following cases:

You received a damaged, leaked, or defective product.
You received the wrong item or fragrance.
Your order was incomplete or missing an item.

To be eligible for a return, your item must:

Be unused, unopened, and in its original packaging.
Be reported within 48 hours of delivery.

Unfortunately, we cannot accept returns for products that have been opened, tested, or used — due to hygiene and authenticity concerns.

2. How to Request a Return or Exchange

If your order qualifies for a return or exchange:

Contact us at support@ekiess.shop or via WhatsApp at +92 3290884201 within 48 hours of receiving your order.
Provide your order number, photos of the item(s), and a brief description of the issue.
Our team will review your request and guide you through the return or exchange process.

Please do not send back any product without prior confirmation from our team.

3. Refunds

Once your return is approved and received, we will:

Inspect the product.
Notify you about the approval status.

If approved, a refund will be processed within 5–7 business days via your original payment method or store credit (depending on your preference).

Refunds are not issued for:

Change of mind after purchase.
Opened or used products.
Orders reported after the 48-hour window.

4. Exchange Policy

If you received the wrong item or a damaged product, we’ll happily send you a replacement at no additional cost.
Exchanges are subject to stock availability. If the item is out of stock, you may opt for a different product or a store credit of equal value.

5. Order Cancellations

Orders can only be canceled before they are shipped.
Once an order has been dispatched, it cannot be canceled or modified. Please reach out to support@ekiess.shop immediately if you wish to cancel.

6. Shipping Costs for Returns

If the return is due to a mistake on our part (e.g., wrong or damaged item), Ekiess will cover all return shipping costs.
If the return is for any other reason, the customer will bear the return shipping charges.

7. Contact Us

For any questions, concerns, or return requests, please reach out to our support team:

📧 support@ekiess.shop
📞 +92 3290884201
📍 Lahore, Pakistan
🕒 Monday – Friday: 10 AM to 6 PM