Refund policy
At eko, we want you to feel confident when shopping with us. If for any reason you’re not completely satisfied with your purchase, we’re here to help.
Returns
We happily accept returns on all products within 30 days of receiving your order.
To be eligible for a return, products must be:
- Returned within 30 days of delivery
- In their original packaging where possible
- Accompanied by proof of purchase.
Incorrect/Damaged Item on Arrival: If you received an order with an incorrect product or your order arrives damaged please take a photo or video and contact us within 48 hours of delivery. Be sure to keep all items exactly as they were delivered (packaging included) until you’ve heard from our team.
Change of Mind: If you’ve had a change of heart on a product it may be returned within 48 hours of delivery and only if it is received unopened, unused and in its original packaging.
Faulty Product: If you’ve received a product that you think may be faulty please contact Customer Care at relax@ekospa.com.au with a detailed description of the product fault and a photo or video.
Allergy Return: In the rare instance you feel you have had an allergic reaction to a product please discontinue use immediately and contact Customer Care at relax@ekospa.com.au with a photo or video of the skin. Our team of Experts will help you to understand whether you are experiencing a reaction or a response (a normal part of the process when skin is adapting to active ingredients and cosmedical skincare).
Refunds
Once we receive your returned item, we’ll inspect it and process your refund to your original payment method. Please allow a few business days for your bank or payment provider to process the refund.
Return Shipping
If you’ve simply changed your mind, return shipping costs are the responsibility of the customer.
If your item arrives damaged, faulty, or you receive the wrong product, we’ll happily cover the return shipping costs and provide either a replacement or a full refund.
How to Arrange a Return
To organise a return, please contact us at relax@ekospa.com.au with your order number and a brief description of your request. We’ll guide you through the process and make it as simple as possible.
What Happens After I Return a Product?
If asked by our team to return a product, please pack it carefully to ensure it reaches us safely. Returns from metro areas usually arrive to us within 7 business days and are often longer from regional or remote areas.
We will process your return within 5 business days of your return arriving back to us and be in touch as soon as your return is complete.
Thank you for supporting eko. We truly appreciate your trust and are committed to making your shopping experience a positive one.