Refund Policy
We want to see you satisfied and visiting us frequently. It’s the only way luxury works. All the same, we do understand there are those rare occasions where an item may just not work out. If an item is in its original condition, we accept returns, subject to guidelines below.
If you return an item within 15 days of it being delivered to you, we will give you a full refund by way of your original payment method. If you return an item 16 to 28 days of it being delivered to you, we will give a KVL e-gift voucher for the equivalent value at purchase. We do not offer exchanges for orders. If you want to alter specifics, such as size or color, we advise returning your unwanted item and placing a new order.
You are responsible for any charges of return shipping. Also, you are responsible for the item until it reaches us so please ensure it is packaged appropriately to maintain its quality and safety. Aforementioned, an item must be in its original condition to be acceptable for return. However, there are exceptions. The safety, hygiene, and well being of customers are top priorities, as such certain items cannot be returned or refunded including:
- Beauty, Cosmetics, Face + Body products if opened, used or protective seal is not intact
- Undergarments that are opened or used
- Customized/personalized products (those that were made to order, altered upon request) unless items are faulty or damaged.
Once we receive your return, we ask that you allow us 5-7 days of processing time. Upon completing return processing, you will receive an email confirmation, indicating a pending refund. Dependent on the payment provider, it will usually take between 5-14 days to credit you via your original form of payment. If you should have any questions or need further assistance, please contact us (info@test.ekwura.com).