Politique de remboursement

Returns and exchanges

We do not offer returns and exchanges, but if there is something wrong with your order, please let us know by contacting us at support@ekuumehope.com. Our products are made only when an order is placed and not in bulk, which means each product is custom made specifically for each order. If the wrong size, colour or product was chosen or if you (the customer) had a change of mind, we do not accept returns and exchanges at this time, and you won’t be refunded or receive a reprint for this. Please ensure to check out our sizing charts—we have one for every item listed on our store, in the product description section.

Refunds

Refunds are only offered to customers that receive the wrong items (manufacturing mistake) or damaged items. Please contact us at support@ekuumehope.com immediately with the necessary details and photos stated below in Damages and issues.

Mislabelled

Though rare, it’s possible that an item you ordered was mislabelled and a wrong size/colour has been sent to you. If this is the case, please let us know immediately at support@ekuumehope.com within a week after receiving your order. Remember to include your order number and photos of the mislabelled item, and we’ll send you a new one or issue a refund.

Damages and issues

Please check your order upon receiving it and contact us immediately if the item is damaged or has a manufacturing error, so that we can examine and evaluate the issue in order to resolve it as best as possible.

If the product is damaged upon delivery or has a manufacturing mistake, we offer a free reprint of the product and reship it to you or a refund, as long as you contact us within 7 days of delivery. For art pieces, please contact us within 48 hours of delivery.

For this, please reach out to us immediately at support@ekuumehope.com with a detailed description of the issue and proper quality images/photos where we can see the problem clearly, along with order details and the receipt or proof of purchase from us. Please note that this must be done within a week of receiving delivery. Our team would then examine and evaluate your submission, and we will notify you if it has been approved or not. Once it is approved by our team, we will notify you and start the process of reprinting or refunding. 

Reprints/replacements will be reshipped to the address provided in the order. For refunds, you’ll be refunded on the original payment information/method you provided. 

Please remember it may take some for you to receive the reprint as we would have to remake and reship the product to you; as well as, it can also take some time for refunds to be processed and posted into your account due to the bank or credit card company. If more than 15 business days have passed since we’ve approved your reprint/replacement or refund, please reach back out to us at support@ekuumehope.com to let us know so we can check in with our team and resolve it as soon as possible.

There is no need to return the damaged product back to us since we do not accept returns as mentioned above.

You can always contact us if you have any questions about this at support@ekuumehope.com. Thank you for your understanding and we also thank you again for your support and thoughtful purchasing decisions.