When ordering an EKENA BAY product, if the customer is not satisfied with it, he may return it within a period of 15 days, the return being accepted if the following conditions are met:
• The product does not show signs of use, washing or visible damage;
• The original label, brand label and hygienic protection have not been removed;
Exchanges/returns are carried out as follows:
1 – Send an email to email@example.com or contact us through our social networks, informing which product you want to return and the reason, or if you want to exchange, which product/size you want. You must also indicate the order number and IBAN of the account to which the bank transfer should be made;
2 – Place the product you want to exchange in the original packaging and the box inside the protective bag, sealing it with tape.
3 – Send the order back to the address of Ilustre Sereia, Lda, which is printed on the protective bag (shipping cost borne by the customer):
Rua das Camélias, n.º 22 – Regateiros
3080-760 Bom Sucesso
4 – Wait for the order to be delivered, and after delivery, you will be contacted within 2 days to inform whether the return has been accepted.
If it is accepted and it is a return, a credit note will be sent, which must be signed and resent by email.
If it is an exchange, you will also be informed if it has been accepted, and an invoice/credit note will be sent accordingly.
The cost of sending the new product will be borne by the brand.
To clarify any doubts, you can send an email or contact us through our social networks.