Return and Exchange Policy

This Returns and Exchanges Policy applies to purchases made on the websites managed by EKIEKO: https://ekieko.es, https://ekieko.com and its territorial versions .fr, .de, .it and .pt.

Owner: Karina Vázquez Fernández (NIF ES71521834E)
Contact email: contact (at) ekieko.es

EKIEKO markets mainly organic food products, natural cosmetics and hygiene and wellness items. Due to the nature of these products, there are specific restrictions for the return of unsealed or damaged items.

1. Right of withdrawal (14 days)

If you buy as a consumer, you have the right to withdraw from the order within 14 calendar days of delivery, without having to justify the reason.

To exercise this right, you must send an email to contact (at) ekieko.es communicating your decision, or use the form available at the end of this policy.

The right of withdrawal is subject to the exceptions set out in the current regulations, especially in Article 103 of the Consolidated Text of the General Law for the Protection of Consumers and Users.

2. Products that cannot be returned

For reasons of health protection and hygiene, we do not accept returns of the following products once unsealed or opened:

• Food products of any kind.

• Unsealed or used natural cosmetics.

• Unsealed or used personal hygiene products.

• Products susceptible to deteriorate or expire quickly.

• Customized products or products prepared specifically upon request.

These limitations do not affect warranty rights if the product is defective or is received damaged.

3. Products that can be returned

Returns will be accepted for:

• Products that have not been opened or unsealed.

• Non-food items in perfect condition and with their original packaging intact.

• Defective items or items sent in error, as indicated in section 6.

4. Return costs

For returns due to withdrawal, the customer shall bear the cost of return shipping.

If the return is due to a defective product, damaged during transport or sent by mistake, EKIEKO will bear the costs and arrange for collection.

5. Return procedure

1. Request the return by sending an email to contact (at) ekieko.es, indicating order number and products to be returned.

2. You will receive instructions within 48 working hours.

3. You must send the products in perfect condition, with the original packaging and properly protected.

4. Once the goods have been received and their condition has been verified, the corresponding refund will be processed.

6. Defective or damaged products

If you receive a defective, damaged or incorrect product, you must notify EKIEKO within 48 hours of delivery, attaching photographs of the item and its packaging.

After reviewing the incident, one of the following solutions will be offered:

• Replacement of the product.

• Exchange for another item of equivalent value.

• Full refund of the amount paid.

EKIEKO will assume the costs of collection and replacement in these cases.

7. Refunds

The refund will be made using the same payment method used for the purchase.

The amount will be refunded within a maximum period of 14 calendar days from receipt of the returned products, or from the time the consumer provides proof of their return, whichever period is met first.

The refund will include the amount of the product and, if applicable, the standard shipping costs of the original order. No additional costs will be reimbursed for express shipping or non-standard delivery methods.

8. Refused or undelivered packages

If an order is returned to EKIEKO due to incorrect or incomplete address, repeated non-delivery or unjustified refusal of the package, additional logistics or re-delivery charges may apply.

9. Contact

For any questions related to returns or exchanges, you can write to:
contact (at) ekieko.es
Recommended subject: "Return + order number".

Attachment: Withdrawal form

You must send it only if you wish to exercise your right of withdrawal.

To the attention of EKIEKO - Karina Vázquez Fernández
Email: contact (at) ekieko.es

I hereby give notice that I withdraw from the contract of sale of the following order:

Order number: _____________________
Date of receipt: _____________________
Producto(s): ____________________________
Consumer name: __________________
Consumer's address: _______________
Email used in purchase: _______________

Date: _______________
Signature (only if delivered on paper): _______________