Return & Refund Policy

At Ekoe, we believe in the quality of our formulations and want you to feel confident in your skincare journey. However, we understand that sometimes a product may not be the right fit, or things may happen during shipping.

Below is our policy on returns, refunds, and exchanges.

1. Return Window

You have 30 days from the date of delivery to request a return. If 30 days have gone by since your purchase arrived, unfortunately, we cannot offer you a refund or exchange.

2. Eligibility for Returns

To ensure the safety and hygiene of our customers, our return eligibility depends on the condition of the product:

• Unopened & Unused: Items that are in their original packaging, with the safety seal intact, are eligible for a full refund minus shipping costs.
• Opened or Gently Used (Satisfaction Guarantee): If you have used the product and are not satisfied with the results, we accept returns on items that are at least 50% full. Note: This is issued as Store Credit only.
• Sale Items: Only regular-priced items may be refunded. Sale items, bundles, and gift cards are final sale.

3. Damages and Issues

Please inspect your order immediately upon receipt. If the item is defective, damaged, or if you received the wrong item, please contact us within 48 hours of delivery so that we can evaluate the issue and make it right.

Please provide a photo of the damaged product and the shipping box.

We will send a replacement immediately at no cost to you.

4. Allergic Reactions

We formulate with care, but we understand that everyone’s skin is unique.

We recommend performing a patch test on the inside of your wrist before incorporating a new product into your routine.

If you experience an allergic reaction, please discontinue use immediately and contact us at contact@ekoe.co.th.

Returns for reactions are handled on a case-by-case basis. We may request a photo of the reaction or a brief description to help us improve our product information.

5. How to Initiate a Return

To start a return, please follow these steps:

• Email us at contact@ekoe.co.th with your Order Number and the reason for the return.
• If your return is accepted, we will send you instructions on how and where to send your package.
• Items sent back to us without first requesting a return will not be accepted.

6. Refunds

Once your return is received and inspected, we will notify you of the approval or rejection of your refund.

• Approved: If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 5-10 business days.
• Shipping Costs: Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund (unless the return is due to our error).

7. Exchanges

We only replace items if they are defective or damaged. If you need to exchange an unopened item for a different product variant, please return the original item for a refund and make a separate purchase for the new item.