We want you to love your Ejom purchase. If something isn't right, here's how returns and refunds work.
1. Return Window
You have 14 days from the date of delivery to request a return. After 14 days, unfortunately we can't offer a refund or exchange.
2. Eligible Items
To be eligible for a return, an item must be:
- In its original condition (unused, with tags attached if applicable)
- In the original packaging
- Accompanied by proof of purchase (order number)
3. Non-Returnable Items
The following cannot be returned:
- Perishable goods (food, beverages)
- Personal care items that have been opened (skincare, beauty)
- Custom-made or personalized products
- Digital products
- Gift cards
- Items marked as "final sale"
4. How to Request a Return
- Go to your Orders page and find the order
- Click "Get Help" on the order detail page
- Submit a return request describing the reason
- We'll review your request and respond within 2 business days with return instructions
5. Return Shipping
Buyer pays return shipping for change-of-mind returns or items that fit as described. We recommend using a trackable shipping service — we cannot guarantee we'll receive your returned item.
If you receive an item that is defective, damaged, or incorrectly described, Ejom will cover return shipping. Please provide photos of the issue when submitting your return request.
6. Refund Processing
Once we receive and inspect your returned item, we'll email you to confirm. If approved, your refund will be processed to your original payment method within 5-10 business days. Depending on your bank or card issuer, it may take additional time to appear in your account.
What is refunded: The product price. Original shipping fees are non-refundable except when the return is due to our error.
7. Exchanges
We currently do not offer direct exchanges. If you'd like a different size, color, or variant, please return the original item for a refund and place a new order.
8. Damaged or Defective Items
If your item arrives damaged or defective, contact us within 48 hours of delivery at hello@ejom.app with:
- Your order number
- Clear photos of the damage or defect
- A brief description of the issue
We'll arrange a replacement or full refund at no cost to you.
9. Lost or Stolen Packages
If tracking shows your package was delivered but you didn't receive it, please check with neighbors and your local delivery office first. If you still can't locate it, contact us within 7 days of the delivery date and we'll investigate with the carrier.
10. Late or Missing Refunds
If you haven't received your refund within 10 business days after we confirmed processing:
- Check your bank account again
- Contact your credit card company — processing times vary
- If still missing, email us at hello@ejom.app
11. Questions?
Reach out anytime at hello@ejom.app. Our team typically responds within 24 hours on business days.