Refund Policy
Last updated: March 4, 2026
1. Our Return Policy
We want you to be completely satisfied with your purchase. If you're not happy with your order, we accept returns within 7 days of delivery. To be eligible for a return, your item must be in the same condition that you received it - unworn or unused, with tags, and in its original packaging.
2. Return Timeframe
You have 7 days after delivery to initiate a return. To complete your return, please contact our customer support team within this timeframe. Returns requested after 7 days from delivery date will not be accepted.
3. Condition Requirements
For a return to be accepted, the products must be in their original condition. This means:
- Items must be unworn and unused
- Original tags and packaging must be intact
- Items must be in the original box or container
- All accessories and free gifts must be included
- Products must not be damaged or altered in any way
4. Shipping Costs
Shipping costs will not be refunded. The original shipping fee paid for delivery is non-refundable. You will be responsible for paying the shipping costs for returning your item. Shipping costs are non-refundable.
5. Refund Process
Once we receive your returned item, we will inspect it and notify you of the status of your refund. If your return is approved, we will initiate a refund to your original payment method. Please note that it may take 5-10 business days for the refund to reflect in your account, depending on your payment provider.
6. Non-Refundable Items
The following items cannot be returned:
- Perishable goods (such as food, flowers, or plants)
- Intimate or sanitary goods
- Health and personal care items
- Items marked as final sale or non-returnable
- Customized or personalized products
7. Exchanges
We only replace items if they are defective or damaged. If you need to exchange an item for the same product, please contact our customer support team.
8. Damaged or Defective Items
If you receive a damaged or defective item, please contact us immediately. We will work with you to resolve the issue by offering a replacement or a full refund. Please provide photos of the damage or defect to help us process your claim quickly.
9. How to Initiate a Return
To initiate a return, please contact our customer support team at support@ekomall.shop or call us at +234 814 168 9864. Our team will guide you through the return process and provide you with return shipping instructions.
10. Contact Us
If you have any questions about our Refund Policy, please contact us at support@ekomall.shop or write to us at 21 Kelin Close, Lekki Phase 1, Lagos.