RETURNS & EXCHANGES

Ordered something that isn't quite right? Not a problem! At Ekster, items can be returned for a full refund within 100 days from the date of delivery. If you exceed this timeframe, unfortunately, we won't be able to offer a refund, store credit, or exchange. Please note: Returns are free, although a small $15 shipping fee will be deducted from your refund for larger items such as the GRID Backpack, The Weekender, and the GRID Duffel Backpack. Ekster Return Policy Returns must be unused, must be returned in their original packaging and in a sellable condition to qualify for a refund. Returns that are used or are not in the original received state will not be received for a refund. If your item is defective, please complete a Warranty Claim form. Defective items will not be processed for a refund at our warehouse. If you are returning a Tracker Card, please make sure you have removed it from your Chipolo app. Pack the items in a secure package and attach your return label to the outside. *If you do not have access to a printer, you can return your items using the QR code in your return email. *(US, CA and UK) Drop the package off to your nearest postage point before the return label expiration date. Once your return is received and checked at our warehouse, we will issue a refund to your original payment method. Please allow 5-10 business days for your return to be processed once it arrives to our warehouse. *Customers outside of the United States, Canada and the United Kingdom: You are responsible for covering the return costs to our warehouse in Florida. Please make sure to send your package with track and trace as Ekster does not take responsibility for any returns unless they are delivered to our warehouse. Returning a bundle All items inside a bundle must be returned in order to qualify for a refund. If you would like to exchange an item from a bundle then please reach out to our team via a Contact Form Orders less than $50 in value Orders that are less than $50 in value are not able to be returned for a refund however it is possible to receive a store credit or exchange the item. Sweatcoin Purchases Orders placed via a Sweatcoin discount are not eligible for returns. Sale is final. How do I return my items? I didn't get a return label, what should I do?

It's no problem to return your order. Returning for a Refund or an Exchange Returning for a refund or an exchange is simple and can be done via the Return Portal on our website. Please note you will need: Your order number (EKSTER-XXXXXX) Your zip code from the order

If you feel like the product you ordered is not right for you, our Customer Support team are available to help you find the right product. Feel free to contact us at any time for advice on what product would best suit your lifestyle and needs. If you already know which item you would like to exchange your product for, head to our returns portal to arrange your own exchange. Your new order will be shipped out to you as soon as we have received your order back in our warehouse. Items can be exchanged for another product within 100 days from the date of delivery. If you exceed this timeframe, unfortunately, we won't be able to offer a refund, store credit, or exchange. Please note: products that are being exchanged must be unused, in the state you received them and with the full original packaging. Returns that are used or are not in the original received state will not be received for an exchange. How do I exchange my item(s)? To return your item, simply log into our Exchange Portal with your order number and zip code. Step by step instructions: 1. To request an exchange, it is done via our online portal which is linked HERE 2. You enter your order number and zip code (Example order details shown below) 3. Then when your order comes up, you select which items (or all of them) you'd like to return 4. The return portal will then ask you some questions as to WHY you are returning e.g. the fit and feel isn't right 5. You'll then be asked whether you'd like to exchange the items 6. From here, you select the new item(s) you'd like Please note: Once we have received your return item(s) in our warehouse, your exchange product will be processed and sent out to you. A small $15 shipping fee will be deducted from your refund for larger items such as the GRID Backpack, The Weekender, and the GRID Duffel Backpack.

Our return fees differ depending on your location: Region Return Costs Return Window United States Free Returns* 100 day return window United Kingdom Free Returns* 100 day return window Canada Free Returns* 100 day return window Rest of World n/a** 100 day return window *Please note: Returns are free, although a small $15 shipping fee will be deducted from your refund for larger items such as the GRID Backpack, The Weekender, and the GRID Duffel Backpack. **Customers outside of the United States, Canada and the United Kingdom are responsible for covering their own return costs to our return warehouse in Florida. Please make sure to send your package with track and trace as Ekster does not take responsibility for any returns unless they are delivered to our warehouse.

Items that are not eligible for a return include: A replacement product Free gifts Products bought from a third party outside the 1 year warranty (e.g. IndieGoGo, Amazon, eBay, etc.) Products bought via a Sweatcoin offer Any order below $50 (not including shipping fees) Any product under the value of $30 Individual items from any gift bundle Engraved items/bundles

Once your item(s) have been returned, please allow 5 - 14 business days for them to be assessed. A member of our staff will then issue your refund and notify you via email. A credit will automatically be applied through the original method of payment within 10 business days. Please note that a small $15 shipping fee will be deducted from your refund for larger items such as the GRID Backpack, The Weekender, and the GRID Duffel Backpack.

If you didn't receive a return label after processing a request via our return portal, we are reviewing your return request as it consists of items that require additional attention. You’ll receive an email from us as soon as your return has been reviewed. Please allow 2-3 business days for this. If the items you are returning are defective or damaged, please complete a Warranty Claim for instead. Defective items will not be processed for a refund at our warehouse.

After a refund has been processed, it may take a few business days for the transaction to reflect on your credit card statement. Please monitor your credit card activity, and let us know if you require further assistance or if there are any concerns regarding the refund.