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Returns & Refunds Policy

Last updated: 18 June 2026

Important: EKN Marketplace sells products from multiple suppliers. Return windows and conditions vary by product type. Please check which type applies to your order below.

Your UK Consumer Rights

Under the Consumer Contracts Regulations 2013, you have the right to cancel most online orders within 14 days of receiving them, without giving a reason. You then have a further 14 days to return the goods. This applies to all physical products sold directly through EKN Marketplace.

Under the Consumer Rights Act 2015, if your item is faulty, not as described, or unfit for purpose, you are entitled to a full refund within 30 days of purchase, or a repair/replacement after that.

Direct Ship AliExpress & CJ Dropshipping Products

These are products shipped directly from our suppliers.

  • Return window: 14 days from delivery
  • Condition: Unused, in original packaging
  • Return shipping: Buyer pays return shipping unless the item is faulty or not as described
  • Refund: Issued within 14 days of receiving the returned item
  • Faulty items: Contact us within 30 days — we will arrange a replacement or full refund at no cost to you
Due to international shipping, return postage costs for change-of-mind returns can be significant. We recommend checking product dimensions and specifications carefully before ordering.

Made to Order Printful / Print-on-Demand Products

These products are custom-made to order and cannot be returned for change of mind, as they are personalised items exempt from the Consumer Contracts Regulations.

  • Faulty or misprinted items: Contact us within 30 days with a photo — we will send a free replacement or issue a full refund
  • Wrong size ordered: We are unable to accept returns for incorrect size selection — please check the size guide before ordering
  • Damaged in transit: Contact us within 7 days with photos of the damage

Partner Deal Affiliate / Partner Products

Partner Deal products are sold by third-party retailers (such as Amazon). When you click a Partner Deal link you are redirected to the retailer's own website to complete your purchase.

  • Returns are handled entirely by the retailer — not by EKN Marketplace
  • Please refer to the retailer's own returns policy at the point of purchase
  • We have no access to your order details or payment information for these products

How to Return a Direct Ship Item

  1. Contact us first — email EKN Marketplace <support@eknconsultant.co.uk> with your order number and reason for return. Please do not send items back without contacting us first.
  2. We will respond within 2 business days with return instructions and the return address.
  3. Pack the item securely in its original packaging where possible. Include your order number inside the parcel.
  4. Use a tracked service — we cannot be responsible for items lost in return transit.
  5. Refund processed within 14 days of receiving your return, to your original payment method.

Items We Cannot Accept Back

  • Items that have been used, worn, or damaged by the customer
  • Items without original packaging where packaging is part of the product
  • Perishable goods
  • Personalised or custom-made items (Printful products)
  • Hygiene-sensitive items (underwear, swimwear) that have been opened

Contact Us

For any returns or refund queries, please contact us at:
EKN Marketplace <support@eknconsultant.co.uk>
We aim to respond within 2 business days.

This policy does not affect your statutory rights under UK consumer law. For more information visit Citizens Advice .