Exchange & Return policy

Last updated: February 2026

1. Return & Exchange Period

EKANA offers a 30-day window from the date of delivery for all returns and exchanges. Requests made after this period will not be accepted.

2. Eligibility Requirements

To qualify for a return or exchange, products must meet the following mandatory criteria:

• Original Condition: Items must be unworn, unwashed, and in their original state.
• Tags & Packaging: All original tags, labels, and packaging must be intact and included.
• Non-Returnable Items: For hygiene and safety reasons, we cannot accept returns or exchanges on water bottles, underwear, or swimwear if the original hygiene seal or packaging has been opened or tampered with.
• Proof of Purchase: A valid order number or receipt is required for all transactions.

3. Exchange Procedure

EKANA facilitates size exchanges subject to inventory availability:

• Customers must specify the desired replacement size when initiating the request.
• If the requested item is out of stock, EKANA will issue a full refund or store credit at the customer’s discretion.
• Replacement items are dispatched only after the original product has undergone quality control inspection at our facility.

4. Refund Policy

Upon receipt and approval of a return, refunds are processed as follows:

• Method: Funds will be credited strictly to the original payment method used at checkout.
• Timeline: Please allow 5–10 business days for the transaction to be finalized by financial institutions.

5. Return Shipping & Costs

• Defective Goods: If a product is delivered damaged or incorrect, EKANA assumes responsibility for return shipping costs.
• Voluntary Returns: For returns based on preference or sizing, the customer is responsible for the direct cost of shipping the item back to our logistics center in Madrid, Spain.
• Liability: EKANA is not responsible for items lost or damaged during return transit. The use of a tracked shipping service is highly recommended.

6. How to Start a Return

To ensure a smooth process, please follow these steps:

• Email Us: Contact [email protected] with your Order Number and the reason for the return/exchange.
• Pack Securely: Place the items in their original packaging with all tags attached.
• Ship: Send the package to our facility. We recommend using a tracked service as we cannot process returns for items that do not arrive at our warehouse.

7. Final Provisions

EKANA reserves the right to refuse returns that do not meet the conditions outlined above. Items returned in non-compliant condition may be sent back to the customer at their expense.