return & refund
RETURN & REFUND
Sweden
You have 14 days to return an order after receiving it. If 14 days have gone by, unfortunately we can’t offer you a refund. The return is valid on unopened, untested and unused product/s only.
For health hygienic reasons, we are unable to offer refunds, replacements or exchanges on any opened, tested or used product/s.
Our Return & Refund right is only valid for full priced product/s and does not apply for discounted or special promo offer product/s.
Hence we regret we cannot accept returns on sale & special offer items. As an exception in some cases we can offer a "credit receipt" e-gift card voucher even on sale & special offers products. You do not get the money back at the sale & special offers exchange right. With your voucher you can buy a new product at our web-shop, but at a later time.
If you decide you no longer wish to keep the product/s you have purchased, we will refund it if you return it at your own expense within 14 days of receiving your order.
Please return your product/s using our original postal packaging.
All returned products will be examined upon receipt. We reserve the right to refuse your refund if items are non-saleable.
We will process your return as quickly as possible and will notify you by email once your refund has been processed, no later than 7 working days after we have received the goods.
Please note that delivery charges are non-refundable on all orders.
Without exception, we can not accept returns on open, tested or used items, unless the item is faulty.
Before sending the product back to us, please contact us by email shop@ekolyx.com so we can confirm how & where to post your return.
All returns should be sent with your invoice (or a copy) or your printed order confirmation email. If none of these are available, please contact us.
When returning your products, please ask your shipping company for tracking number. Regrettably we are not responsible for lost goods in transit.
All returns are handled by our logistic partner:
EKOLYX.COM - 1337 Logistics AB
Bredastensvagen 20
33144 Värnamo
SWEDEN
Our natural organic products are free of the most common allergens such as artificial colour and synthetic fragrance. However some people may find they are sensitive to essential oils. Any substance, natural or chemical, is capable of triggering sensitivities - we are all unique and individual! For your protection, we always write a complete list of INCI ingredients next to the products we stock. If you are unsure of possible sensitivities, please chat with us, call us or email us for a product advice. We regret that we are unable to offer refunds, credit or exchange, if the product unsuitable for your needs and has been opened.
Your rights to return goods are protected under the EU Distance Selling Directive and Svensk Distanshandellagen.
Wrong or faulty product
To process a claim for faulty or damaged product please contact us as soon as possible, but not later than 14 days after receiving your order. Always check the package to verify that the product hasn't been damaged during transport. If the claim is received after 14 days of arrival, we have the right to deny return or exchange.
Send an e-mail to shop@ekolyx.com describing the problem and enclosing pictures. Upon approval of your request, you will receive our reply on next steps.
Damage during shipping
If your package has been damaged during shipping, please contact your local post office or a shipping agent to fill out a damage report. Please contact us in case you need assistance in the procedure.
Cancelling / Modifying your order
If you want to cancel or modify your order, please contact us immediately via email or chat. If your order is already in transit, you may return it at your own cost for international orders - contact us for next steps.
If you fail to pick up your order, unfortunately you will be debited unclaimed parcel fee of 250 SEK.
Refunds
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days. The shipment cost will not be refunded.
Exchanges
We regret we cannot administrate exchange/s of purchased product/s. If you want to change the product or color, please return your product as described above and then place a new order at our web-shop.
Complaints
We only replace items if they are defective or damaged. Please send us an email at shop@ekolyx.com and wait for our reply.
Unclaimed packages
Unclaimed packages will be charged with an unclaimed parcel fee of 250 SEK. This covers the cost of administration, return of goods and any other handling. If you change your mind and want to cancel your purchase after the parcel has been dispatched, you have to claim your parcel at your designated delivery point and send it back to us at your cost. Should the parcel not be claimed, it will automatically be registered as unclaimed and will be debited as such.
Returns International
For customers outside of Sweden the Return & Refund terms are same as written above and the return shipping cost is paid by the customer.
Always register your return with our customer support shop@ekolyx.com before sending items back. Please provide us with order number, your name, item number/s of the articles that you want to return. We will email you where to post your return.
If returned items are shipped internationally, clearly mark the package RETURNED GOODS to avoid any custom charges.
Always make sure that the products are in the same condition as when you got them. Please post your return in our original posted box.
Please note that delivery charges are non-refundable on all orders.
Contact us
If you have any questions, send an email to shop@ekolyx.com