At Ekena, we strive to ensure that every order meets our quality standards and your expectations. If you receive an item that isn’t quite right, we’re here to help — within the guidelines below.

🔁 Returns

• Returns must be reported within 24 hours of receiving your package.

• All return requests must be made via WhatsApp: 065 708 5443 and include:

  • Clear photos of the product and packaging.

  • Order number and reason for return.

• Products must be unused, unworn, and in their original packaging.

• Accepted returns will be collected from the client's or agent’s address by courier.

💳 Refunds

• No cash refunds are issued.

• Approved refunds are credited to your Ekena account and can be used toward future purchases.

• If a product is returned and Ekena finds no defect or issue, you may:

  • Request the item to be returned to you (at double courier cost), or

  • Choose not to have it returned (in which case, no credit will be issued).

🚫 Non-Returnable Items

For hygiene and safety reasons, the following products cannot be returned or refunded:

• Underwear & lingerie

• Swimwear

• Body jewellery

• Customised or personalised products

• Flash sale, clearance, or discounted items

🕒 Timeframe

• Returns reported within 24 hours will be reviewed within 3–5 business days.

• Replacement or credit will be processed after inspection and approval.

• Delivery fees are non-refundable, unless the return is due to a verified defect or dispatch error by Ekena.

🧾 Product Quality Guarantee

All products are checked before shipping. If a genuine manufacturing defect is found within 7 days of delivery, Ekena will replace or credit the item.
The guarantee does not cover:

• Normal wear and tear

• Misuse or accidental damage

• Altered or repaired items

📞 Contact Us

For all return or refund queries, please contact:
📱 WhatsApp: 065 708 5443
🕒 Mon–Fri, 09:00 – 17:00