Ekster® | Return & Exchange Policy

We take our quality control very seriously, but rarely there may be a manufacturing defect. In this case, we are happy to assist you with an exchange of your product without having to send back the original defective product! 


Moreover, if you are not 100% satisfied with your purchase, you can return your item(s) for a full refund within 14 days of receiving your order (only US & EU orders). Returns must be unused, in the state you received them, and in the original packaging. Please note that our leather is authentic and it can therefore receive usage marks quite easily, therefore be wary when testing our products if you intend to return it.


Our guarantee does not cover product damages that may have resulted from normal wear and tear, accidental damage caused by the user, faults as a result of willful or negligent operation, or any other handling. Additionally, Ekster will not be liable for any damages that may result from the use of any Ekster product. Our 1-year warranty does not cover the repair or replacement of property such as electronic devices and/or other personal property.

If you would like to request an exchange/refund of your item, follow the instructions on our Exchange Page and (if applicable) send back the item within 14 days of receiving your product. Any returned items received by Ekster without prior notification and approval cannot be processed. Therefore, please always give us prior notice and wait for our approval so that we can assist fully.

After we handle your request, we will inform you of the steps to finalize your return. Please keep in mind that all returns/exchanges must be sent back to us no later than 14 days after your order was delivered. 


Non-Defective Product(s)

When can items can be returned?
All non-defective items must be sent back to us within 14 days after your order was delivered in its original shape, unused, and in its original packaging.

What items cannot be returned?
  • A replacement product
  • Free gifts or promotional items
  • Items that are damaged by the customer
  • Leather items with usage marks (leather wears with use and naturally develops marks)
  • Products bought from a third party (e.g. IndieGoGo Marketplace, eBay, etc.)
What conditions must be met for an exchange?
  • Items in original condition (unused)
  • Items in the original packaging
  • Any order above $50
Are there any charges on exchanges?
Returning items to Ekster is free for all US and EU customers. All return costs from countries situated outside the US and EU are, unfortunately, not covered by our policy and will need to be covered by the customer.
As long as the shipment is sent back to our warehouse correctly according to our shipment instructions within 14 days, the above-stated policy is in place.

How do I exchange my product?
Please go to our Exchange Page and follow the instructions:
  • Enter your order number (EKSTER-#...) (e.g. EKSTER-#12345) and email address in the fields above and click "Start a Return".
  • Follow the on-screen instructions and select the items you want to return
  • You will get a confirmation email with further details; shipping guidelines, if necessary.
  • Any returned items received by Ekster without prior notification and approval of exchange cannot be processed or exchanged.
  • Ekster is not responsible for losses or damages to returned goods during transit.
How soon will I get my replacement? 
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. If the returned item is approved in perfect condition then we will ship a replacement which should arrive in 5-10 working days. If it is not approved, the original item will be shipped back and the costs will be incurred by the buyer. To get a replacement can take anywhere between 14 and 21 days, from when you request a return to the point at which you receive it.

How soon will I get my refund? 
If you are approved, then your refund will be processed, and a credit will automatically be applied through original method of payment, within 10 business days. You will be updated as soon as you are refunded

 
Defective Product(s)

Ekster offers all customers 1 year warranty on their purchase. The conditions under which this warranty holds are mentioned below:
Do I need to return my defective product?
A defective product does not need to be returned. Once the proof (photo/video) has been inspected and approved, we will process your request for an exchange/store credit/refund.
Please note; for difficult cases we may request a return of your item, which we will cover.

Can I get a refund for my defective item?
You can get a refund for your defective item if requested within 14 days of receiving your product. Beyond 14 days we only offer an exchange or store credit equivalent to the value of your product.

What items cannot be exchanged?
  • Items that are damaged by the customer
  • Leather items with usage marks (leather wears with use and naturally develops marks)
  • Products bought from a third party (e.g. IndieGoGo Marketplace, eBay, etc.)

Are there any charges on exchanges of defective items?
No, we will send you a brand-new product at our own cost.

How do I exchange my product?
Please go to our Exchange Page and follow the instructions:
  • Enter your order number (EKSTER-#...)(e.g. EKSTER-#12345) and email address in the fields above and click "Start a Return".
  • Follow the on-screen instructions and select the items you want to return
  • You will get a confirmation email with our approval of your defective item.
  • We will then ship you a new product

How soon will I get my replacement? 
Once your exchange request is received and inspected, we will send you an email to notify you that we have approved/rejected your defective product. If the defective item is approved then we will ship a replacement which should arrive within 5-10 working days. If it is rejected we can, unfortunately, not help any further. From the time at which the request is made in the return portal, and the exchange item is received, it can take anywhere between 14-21 days.


Limited Warranty

This Limited Warranty gives you specific legal rights. You may also have other legal rights that vary by state, province or jurisdiction.The disclaimers, exclusions, and limitations of liability under this Limited Warranty will not apply to the extent prohibited by applicable law. For a full description of your legal rights, you should refer to the laws applicable in your jurisdiction and you may wish to contact a relevant consumer advisory service. 

Ekster Wallets BV (“Ekster”), located in Amsterdam, The Netherlands warrants to the owner of the enclosed product that the product contained in this box (“Product”) will be free from defects in materials and workmanship for a period of 12 months from the date of delivery following the original retail purchase (the “Warranty Period”). If the Product fails to conform to this Limited Warranty during the Warranty Period, Ekster will, at its sole discretion, either (a) repair or replace any defective Product or component; or (b) accept the return of the Product and refund the money actually paid by the original purchaser for the Product (given it is requested within 14 days of receiving). Repair or replacement may be made with a new or refurbished product or components, at Ekster’s sole discretion. If the Product or a component incorporated within it is no longer available, Ekster may replace the Product with a similar product of similar function, at Ekster’s sole discretion. This is your sole and exclusive remedy for breach of this Limited Warranty. Any Product that has either been repaired or replaced under this Limited Warranty will be covered by the terms of this Limited Warranty for the longer of ninety (90) days from the date of delivery or the remaining Warranty Period.

Warranty Conditions
Before being able to claim under this Limited Warranty, the owner of the Product must (a) notify Ekster of the intention to claim by e-mailing nest@ekster.com during the Warranty Period and providing a description of the alleged failure, and (b) comply with Ekster’s return shipping instructions. Ekster will have no warranty obligations with respect to a returned Product if it determines, in its reasonable discretion after examination of the returned Product, that the Product is an Ineligible Product (defined below). 

Disclaimer for Warranties 
Pictures on the website may not always directly portray the exact same proportions as in real life. The dimensions per product are clearly stated under the "features" tab on each product page.

Except as stated above in this limited warranty, and to the maximum extent permitted by applicable law, Ekster disclaims all express, implied, and statutory warranties and conditions with respect to the product, including the implied warranties of merchantability, and fitness for a particular purpose. To the maximum extent permitted by applicable law, Ekster also limits the duration of any implied warranties or conditions to the duration of this limited warranty.

Limitation of Damages
In addition to the above warranty disclaimers, in no event will Ekster be liable for any consequential, incidental, exemplary, or special damages, including any damages for lost data or lost profits, arising from or relating to this limited warranty or the product, and Ekster’s total cumulative liability arising from or related to this limited warranty or the product will not exceed the amount actually paid for the product by the original purchaser. You acknowledge and understand that the disclaimers, exclusions and limitations of liability set forth herein form an essential basis of the agreement between you and Ekster governing your use of the product and they apply without regard to whether the terms of this limited warranty have proven ineffective or if a remedy fails of its essential purpose.