At Ekena, we aim to provide a safe, clear and reliable shopping experience. By placing an order through Ekena.online, WhatsApp, social media or any approved Ekena sales channel, you agree to the policies below.

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Shipping & Delivery Policy

All orders are delivered directly to your door via Fastway Couriers.

Delivery Fees:

• Local (Nelspruit & surrounding areas): R100

• National (anywhere in South Africa): R250

• Free Delivery on all orders over R1000 *Free delivery applies to the product order value after discounts and before delivery fees.

Order Processing & Delivery Timeframes

• Orders are processed within 2–3 business days after payment confirmation.

• Delivery typically takes 6–10 business days, depending on product availability, supplier, courier schedules and delivery destination.

• Delays may occur during high-demand periods, sales, or due to courier service schedules.

• Ekena will keep clients updated if there are delays outside the normal delivery timeframe.

Stock Availability

Products listed on Ekena.online are subject to availability. If an item becomes unavailable after payment, Ekena will contact the client with one of the following options:

• Replacement item

• Store credit

• Refund for the unavailable item in store points

Delivery Address

• Clients must ensure that their delivery address, contact number and email address are correct before submitting an order.

• Ekena is not responsible for failed delivery caused by incorrect, incomplete or outdated delivery details provided by the client.

• If a parcel is returned due to incorrect details, missed delivery attempts or failure to collect, re-delivery fees will be charged to the client.

Order Tracking

• Once an order has been dispatched, the client will receive tracking details via email or WhatsApp.

• Clients can track their parcel directly through the courier’s tracking platform www.Fastway.co.za.

• Once a parcel has been handed to the courier, Ekena will assist with tracking and follow-up, but courier delays are outside Ekena’s direct control.

• Longer delivery periods may apply to rural, outlying or remote areas.

• If the courier is unable to deliver after multiple attempts, your parcel will be returned to Ekena. You will not receive store credit or a refund.

• Re-delivery can be arranged at the client’s expense.

Damaged or Missing Items

Clients must inspect their order immediately upon delivery.

If you receive a damaged or incorrect item:

The claim report must include:

• Order number

• Client name, Surname, Contact Number

• Clear photos of the outer parcel packaging

• Clear photos of the product

• Clear photos of the damage, defect or incorrect item

• A short description of the issue

Claims reported after 24 hours may be difficult to verify and may not be accepted unless the issue is a genuine product defect that only became visible later.

​Damage caused by misuse, incorrect care, normal wear and tear, accidental damage or failure to follow product instructions will not qualify as a defect.

Returns, Refunds & Exchange Policy

• Clients may request a return within 7 days of receiving their order, provided the item qualifies for return.

• Returned items must be: Unused/ Unworn/ Unwashed/ Undamaged/ In original packaging/ Complete with tags, labels, accessories and inserts where applicable

• Returned with proof of purchase. Return requests must be sent via WhatsApp to 065 708 5443.

• For eligible online purchases, clients may return an item within 7 days of receiving it, providing a reason.

• The client is responsible for the direct courier cost of returning the item unless the item is defective, damaged, incorrect or not as described.

• Refunds for approved returns will be processed after the item has been received and inspected.

• Approved refunds are processed back to the original payment method where possible.

• Refunds may take 7–10 business days to reflect after approval, depending on the payment provider or bank.

• Delivery fees are non-refundable unless the return is due to an Ekena error, defective item or incorrect item supplied.

Items That Cannot Be Returned Unless Defective or Incorrect

​For hygiene, safety, custom-order or product-specific reasons, the following items may not be returned for change-of-mind reasons:

• Opened beauty products​

• Used or opened hair products and hair extensions

• Worn clothing or shoes

• Personalised or custom-made items

• Custom photo products

• Printed or made-to-order items

• Mystery boxes or mystery gift bags where the products are not defective

• Items damaged through misuse, wear and tear or incorrect handling

• Sale, clearance or final-markdown items where stated as non-returnable

• Products without original packaging, tags or accessories

Exchanges

Exchanges are subject to stock availability.

If the requested replacement item is out of stock, Ekena may offer:

• A different product

• Store credit

• Refund where applicable

Courier fees for size changes, colour changes or change-of-mind exchanges are for the client’s account.

Order Cancellations & Changes

Before Dispatch

• Clients may request to cancel or change an order before it has been processed, packed or dispatched.

• Once an order has been processed, ordered from a supplier, personalised, packed or handed to the courier, cancellation may no longer be possible.

Custom, Personalised or Supplier-Ordered Items

• Orders for personalised, custom-made, printed, sourced-on-request or supplier-ordered items cannot be cancelled once production, ordering or processing has started, unless the item is defective, unavailable or incorrect.

Out-of-Stock Cancellations

• If Ekena cannot supply an ordered item due to stock unavailability, the client will be contacted and offered a replacement, store credit or refund.

Payment Policy

• Orders are only confirmed once full payment has been received.

• Ekena does not reserve stock until payment is confirmed.

• Clients must use the correct order reference when making payment.

• If payment is not received within the required timeframe, the order may be cancelled.

• Ekena will never ask clients to send card PINs, banking passwords or private banking login details.

• Cash payments via WhatsApp request only.

Product Information Policy

• Ekena aims to display accurate product descriptions, pricing, images and availability.

• Product colours may appear slightly different due to screen settings, lighting and supplier images.

• Some products may have small differences in packaging, shade, branding or design depending on supplier stock batches.

• If an error is found in price, description or availability, Ekena reserves the right to correct the error and contact the client before processing the order.

Promotions, Discounts & Free Delivery

• Promotions are valid only for the period stated.

• Discounts cannot be exchanged for cash.

• Promotions may not be combined unless clearly stated.

• Free delivery applies to qualifying orders over R1,000 after discounts and before delivery fees.

• Ekena reserves the right to cancel or amend promotions where errors, abuse or stock limitations apply.

Privacy & Personal Information Policy

• Ekena collects client information only for business and order-related purposes, including:

  • Processing orders/ Confirming payments/ Arranging delivery/ Providing tracking details/ Handling returns, exchanges and refunds/ Providing customer support/ Sending updates where the client has agreed to receive them

• Personal information may include the client’s name, contact number, email address, delivery address, order details and payment confirmation.

• Ekena will not sell client personal information.

• Client information may be shared only where necessary with approved service providers such as couriers, payment providers or suppliers involved in fulfilling the order.

• Clients may request correction or removal of their personal information where applicable by contacting Ekena.

Customer Support

For order support, delivery assistance, returns or tracking queries, contact Ekena via WhatsApp.

• WhatsApp: 065 708 5443

• Support Hours: Monday – Friday, 09:00 – 17:00

• Website: www.Ekena.online

Messages received outside support hours will be attended to on the next business day.

Important Legal Notice

• These policies are designed to be fair, transparent and compliant with South African consumer protection principles.

• Nothing in this policy is intended to remove or limit a client’s rights under South African law.

• Ekena reserves the right to update these policies from time to time. The latest version published on Ekena.online apply.

Ekena Sales Agent Policy

• Ekena works with approved sales agents who assist with product promotion, client referrals, order support and customer communication.

• Only approved Ekena agents may represent the Ekena brand, promote Ekena products, assist clients with orders or earn commission on sales.

• Agents must act professionally, honestly and in line with Ekena’s brand values at all times.

Agent Orders & Client Payments

• All client orders must be processed through an approved Ekena sales channel, including:

  • Ekena.online

  • Official Ekena WhatsApp 065 708 5443

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    Approved Ekena sales agents

• Clients must only make payments to the official Ekena payment details provided by Ekena.

• Sales agents may not use personal bank accounts to collect Ekena client payments unless written permission has been given by Ekena.

• Ekena is not responsible for payments made to unauthorised persons, incorrect accounts or unofficial payment channels.

Agent Commission

• Approved agents earn commission on successful sales linked to their agent name, code, referral link or approved sales record.

• Commission is calculated according to the current Ekena Agent Ranking System.

• Commission is only payable on completed and paid orders.

• Commission is not payable on cancelled orders, refunded orders, unpaid orders, fraudulent orders or orders returned due to client cancellation.

• Agent payouts are processed monthly, unless otherwise agreed in writing.

Agent Conduct

Ekena agents may not:

• Make false claims about products, pricing, delivery times or stock availability

• Promise discounts, refunds or free delivery without approval

• Misrepresent themselves as owners or directors of Ekena

• Use Ekena branding for personal businesses without permission

• Collect client payments into personal accounts without written approval

• Harass, pressure or mislead clients

• Damage the Ekena brand or reputation

Agents who fail to follow Ekena’s rules may lose commission, agent status or access to the Ekena sales programme.

Client Support Through Agents

• Clients may place orders through approved agents, but all policies on shipping, returns, refunds, exchanges, damaged items and cancellations still apply.

• If a client experiences an issue with an order placed through an agent, the matter must be reported to Ekena directly via WhatsApp: 065 708 5443.

Brand & Marketing Material

• Agents may only use approved Ekena marketing material, product images, links, pricing and promotional information.

• Agents may not edit official Ekena pricing, policies, logos or product descriptions in a misleading way.

• All social media promotions must clearly represent Ekena in a professional and honest manner.

Contact Us

📱 WhatsApp: 065 708 5443
🕒 Monday – Friday, 09:00 – 17:00