Refund Policy
EKOME CARE LTD — RETURNS & REFUND POLICY
Last updated: 14 September 2026
At Ekome Care, we want you to be confident when purchasing from us. This Returns & Refund Policy explains our voluntary 30-day returns policy as well as your statutory rights when shopping online.
Nothing in this policy affects your rights under applicable UK consumer law.
1. Ekome Care 30-Day Returns Policy
In addition to your statutory rights, we offer a 30-day return period on eligible products.
You have 30 days from the date you receive your order to request a return.
To qualify under our voluntary 30-day returns policy, an item must normally:
- be unused and in the condition in which you received it;
- have any original seals, tags or protective packaging intact;
- be returned in its original packaging where reasonably possible; and
- be accompanied by your order number or other proof of purchase.
Additional restrictions apply to certain hair, skin, beauty and personal-care products for health and hygiene reasons. Please see Section 5.
2. How to Request a Return
Before returning an item, contact:
Please provide your:
name, order number, product being returned and reason for the return.
If the product is damaged, faulty or incorrect, we may also ask for photographs or other reasonable information to help us investigate the problem.
If your return is eligible, we will provide instructions explaining where and how to return it.
Please do not send products to an address shown on Companies House or elsewhere on our website unless we have specifically instructed you to use that address for returns.
Products returned to an unauthorised address may experience delays in processing.
Returns address: Provided after your return request has been accepted.
This is particularly useful while you're replacing the private registered-office address and deciding how customer returns will eventually be handled.
3. UK Online Cancellation Rights
If you are a UK consumer purchasing online, you normally have a statutory right to cancel an eligible order without giving a reason.
For goods, the cancellation period generally ends 14 days after the day on which you, or a person nominated by you other than the carrier, receives the goods, subject to statutory exceptions.
You can exercise this right by contacting us at sales@ekomecare.com with a clear statement that you wish to cancel.
After notifying us of your cancellation, you normally have a further 14 days to return the goods.
Certain products are excluded from statutory cancellation rights in particular circumstances, including certain sealed goods that are not suitable for return for health-protection or hygiene reasons once they have been unsealed after delivery.
Your statutory rights relating to faulty, damaged, unsafe, incorrect or misdescribed goods are separate from these change-of-mind cancellation rights.
4. Change-of-Mind Returns
For an eligible change-of-mind return under our voluntary 30-day policy, the product should be returned unused and in a condition suitable for resale.
For statutory cancellation rights, you may inspect and handle eligible goods to the extent reasonably necessary to establish their nature, characteristics and functioning.
Where handling goes beyond what would reasonably be permitted when examining the product and reduces its value, we may make a deduction from the refund where the law allows us to do so.
Unless we state otherwise, you are responsible for the direct cost of returning an eligible product where you have simply changed your mind.
We recommend using an appropriate tracked or otherwise evidenced delivery service when returning goods.
5. Hair, Skin, Beauty & Personal-Care Products
Because Ekome Care specialises in hair, skin, beauty and personal-care products, some products require additional return restrictions for health and hygiene reasons.
Where a product is supplied sealed and is not suitable for return for health-protection or hygiene reasons, we cannot accept a change-of-mind return once that seal has been broken after delivery, where the statutory exception applies.
This may include certain opened or unsealed:
- hair-care products;
- skin-care products;
- cosmetics;
- personal-care products; and
- other products where opening the seal makes resale unsuitable for genuine health or hygiene reasons.
An unopened and otherwise eligible beauty or personal-care product is not automatically excluded merely because it is a beauty product.
This restriction does not affect your statutory rights if a product is faulty, damaged, unsafe, incorrect, misdescribed or otherwise fails to conform to the contract.
6. Damaged, Faulty, Incorrect or Misdescribed Products
Please inspect your order after delivery and contact us as soon as reasonably possible if a product is damaged, defective, incorrect or not as described.
Contact:
Please provide your order number and details of the problem. Photographs may help us investigate physical damage or an incorrect item.
Products supplied to UK consumers must meet applicable statutory requirements, including requirements concerning satisfactory quality, fitness for purpose and conformity with description.
Where goods do not conform to the contract, you may have statutory remedies under the Consumer Rights Act 2015, including the short-term right to reject qualifying goods within 30 days and, depending upon the circumstances, rights concerning repair, replacement, price reduction or refund.
Where we are legally responsible for reasonable return costs relating to faulty, damaged, incorrect or misdescribed goods, Ekome Care will bear those costs.
7. Products Damaged During Delivery
If your order arrives damaged, please contact us as soon as reasonably possible at sales@ekomecare.com.
Where helpful, please retain:
- the product;
- external packaging;
- internal packaging; and
- photographs showing the damage.
This can help us investigate the matter with the delivery provider.
Your statutory rights are not dependent upon our ability to recover compensation from the carrier.
8. Sale and Promotional Items
Products purchased during a sale or promotion are not excluded from statutory consumer rights merely because they were discounted.
Unless a particular promotion clearly states otherwise, eligible sale products will also be covered by Ekome Care's voluntary 30-day returns policy.
Where a product was specifically discounted because of a clearly disclosed defect, your rights concerning that particular disclosed defect may differ from a defect that was not disclosed before purchase.
9. Gift Cards
[REVIEW BEFORE PUBLICATION: Ekome has not yet confirmed its gift-card arrangements.]
Gift cards are normally non-refundable under our voluntary returns policy except where required by law.
This section should be retained only if Ekome actually offers gift cards.
10. Exchanges
We do not currently operate a direct exchange system.
If you would like a different eligible product, size, variation or item, the simplest method is normally to return the original eligible product and place a separate order.
This does not affect any statutory right to repair or replacement that may arise in relation to faulty goods.
11. Refunds
Once we receive a return, we will inspect it and notify you of the outcome where appropriate.
Approved refunds will normally be made to the original payment method.
For statutory distance-selling cancellations, we will make the reimbursement within the period required by applicable law. Where we are entitled to wait for returned goods, this will generally be no later than 14 days after we receive the goods back or, if earlier, after you provide evidence that you have sent them back.
Banks, card providers and payment services may take additional time to display a refund after we have processed it.
12. Original Delivery Charges
For a qualifying statutory cancellation of the entire order, we will refund the standard outbound delivery charge where required by law.
If you selected a more expensive delivery method than our least expensive standard delivery option, we are not required to refund the additional cost of the premium service.
Different rules may apply to partial returns or returns made solely under Ekome Care's additional voluntary 30-day policy.
13. Return Shipping Costs
For clarity:
Change of mind: You normally pay the direct cost of returning the goods.
Faulty, damaged, incorrect or misdescribed goods: Ekome Care will cover reasonable return costs where we are legally responsible for doing so.
Ekome error: If we send the wrong product or otherwise make a fulfilment error requiring a return, we will provide appropriate return instructions without requiring you to bear a return cost for our error.
Please contact us before returning a faulty or incorrect product so that we can arrange the appropriate return method.
14. Orders Shipped From Different Locations
Ekome Care may fulfil products from different locations, including the United Kingdom and Ghana.
Do not return a product directly to the location from which it appears to have been dispatched.
Contact sales@ekomecare.com first. We will provide the appropriate returns instructions and authorised return destination.
This avoids customers unnecessarily sending returns internationally.
15. International Returns
Different consumer rights may apply depending on the customer's location and the destination to which we supplied the goods.
Where mandatory consumer laws apply to an international sale, nothing in this policy is intended to remove rights that cannot legally be excluded.
Return instructions and applicable costs will be provided according to the circumstances of the order.
16. Refund Delays
After we issue a refund, your bank, card issuer or payment provider may require additional processing time.
If you have received confirmation that Ekome Care has processed your refund but it has not appeared after a reasonable period, please contact your payment provider first.
You can also contact us at:
and we will check the status of the refund from our side.
17. Contact Us
For returns, refunds, damaged products and order-related enquiries:
Ekome Care Ltd
Company No. 11822389
Returns & Sales: sales@ekomecare.com
General enquiries: info@ekomecare.com
Telephone: 07862 072991
Registered office: [TO BE UPDATED FOLLOWING REGISTERED-OFFICE CHANGE]
Returns address: Provided when your return is authorised.
18. Your Statutory Rights
This Returns & Refund Policy provides additional information about Ekome Care's returns procedure and voluntary 30-day return offer.
Nothing in this policy excludes, restricts or otherwise affects rights or remedies available to consumers under applicable law.