Refund Policy ekaia Store — Last updated: July 27, 2026
At ekaia Store, operated by Arvilous S.A., your satisfaction is our priority. This policy explains the conditions for returns, cancellations, and refunds for your orders.
1. Return Period You have 7 days from the date of receipt of your order to request a return or refund, unless otherwise specified by the seller or required by law.
2. Eligibility Conditions To be eligible for a return, the item must:
• be unused, in its original condition, and undamaged;
• be returned in its original packaging, with all accessories and tags;
• be accompanied by proof of purchase (order number or receipt).
3. Non-Refundable Products Certain items cannot be returned, including:
• digital and downloadable products;
• perishable goods and food items;
• personalized or made-to-order items;
• unsealed personal care and hygiene products;
• items on promotion or clearance that are clearly marked as non-refundable.
4. Defective or Incorrect Products If you receive a damaged, defective, or incorrect item, contact us within 48 hours of receipt, along with supporting photos. We will arrange a replacement or refund at no cost to you.
5. How to Request a Refund
1. Contact us or open a return request from your account, under "My Orders."
2. Provide the order number, the item concerned, and the reason for the return.
3. Our team will review your request and let you know the next steps.
6. Return Shipping Costs Return shipping costs are the customer's responsibility, except when the return is due to an error on our part or a defective product, in which case we cover the costs.
7. Processing and Refund Timeline Once the return is received and verified, your refund will be processed within 3 to 10 business days. Refunds are issued to the original payment method or, in some cases, as credit to your ekaia Store account.
8. Order Cancellation You may cancel an order as long as it has not yet been shipped. Once shipped, the order follows the return procedure described above.
9. Marketplace As ekaia Store is a marketplace, some returns and refunds may be subject to the specific conditions of the relevant seller. We will assist you throughout the process.
10. Delivery Area Please note that ekaia Store currently operates in Haiti only, and this policy applies to orders placed and delivered within Haitian territory.
11. Contact
• Company: Arvilous S.A.
• Email: twiz.support@arvilous.com
• Address: 2, Bonnay Dugal, Cap-Haïtien, Haiti