Refund policy

Returns & Refunds Policy

Last updated: 28 July 2026

We hope you are happy with your ekck order. If an item is not right for you, this policy explains how to cancel an online purchase, return an item and request a refund.

14-day right of withdrawal

Consumers may withdraw from an online purchase without giving a reason within 14 days after the day on which the order is received.

If one order is delivered in multiple parcels or consists of multiple items delivered on different dates, the withdrawal period begins on the day after the final item or parcel is received.

To use your right of withdrawal, you must clearly inform us within the 14-day withdrawal period. You can do this by emailing info@kckgroupbv.com.

Please include:

  • Your full name;
  • Your order number;
  • The item or items you wish to return;
  • A clear statement that you wish to withdraw from the purchase.

You do not have to provide a reason for exercising your statutory right of withdrawal.

Returning your order

After informing us that you wish to withdraw from the purchase, you must send the products back within 14 days.

Unless we provide different return instructions, returns should be sent to:

ekck — KCK Group B.V.
Kreekweg 16
3133 AZ Vlaardingen
The Netherlands

Please do not send a return without clearly including your name and order number. We recommend contacting us before shipping the parcel so that we can provide the correct return instructions and reduce the risk of delays.

The customer is responsible for ensuring that the return is packed securely and reaches us. We strongly recommend using a tracked shipping method and keeping the shipping receipt until the return has been completed.

Return shipping costs

For an ordinary return under the right of withdrawal—for example because the size is not right or you have changed your mind—the direct cost of returning the parcel is paid by the customer.

Original shipping charges are handled as follows:

  • If you return the complete order within the statutory withdrawal period, we will refund the standard outbound delivery charge paid for that order.
  • If you selected a more expensive delivery method than our standard delivery option, the additional delivery cost is not refunded.
  • If you return only part of an order, the original outbound delivery charge is not refunded.

If an item is damaged, defective or incorrectly supplied, contact us before returning it. Where ekck is responsible for the issue, we will provide an appropriate solution and cover reasonable return costs where required by law.

Condition of returned products

During the withdrawal period, you may inspect and try on a product in the same way that you reasonably could in a physical store.

Returned products should, where reasonably possible:

  • Be unworn, other than for fitting;
  • Be unwashed and unaltered;
  • Be free from stains, odours, make-up, deodorant, hair and other signs of use;
  • Include the original labels and tags;
  • Be returned with the original packaging where reasonably possible.

The absence of original packaging does not automatically remove your statutory right of withdrawal. However, you are responsible for any reduction in value caused by handling the product beyond what is necessary to establish its nature, characteristics and fit.

Where legally permitted, we may deduct a reasonable amount from the refund if the product has been used, damaged, washed, altered or handled more than necessary.

Trying on clothing

Clothing may be carefully tried on indoors for fit and appearance. It should not be worn for an extended period, worn outdoors, washed, stained or otherwise used as your own clothing before being returned.

Please take particular care to avoid make-up, perfume, deodorant, smoke, pet hair and other marks or odours.

Sale and promotional items

Normal sale and discounted items purchased online remain covered by the statutory right of withdrawal unless a specific legal exception applies.

Promotional discount codes will be recalculated when necessary after a return. If returning part of an order means that the remaining order no longer satisfies the stated conditions of a promotion, the refund may be adjusted in accordance with the original promotional terms and applicable law.

Complimentary gifts

If your order included a complimentary promotional gift, such as a free tote bag, the gift should also be returned unused when the complete qualifying order is returned.

When only part of an order is returned, the conditions of the applicable promotion determine whether the gift may be retained. Your statutory consumer rights are not affected.

Exchanges

We currently do not guarantee direct exchanges because stock may change while a return is in transit.

To receive a different size, colour or product, we recommend returning the original item for a refund and placing a new order through our website.

A new order is processed separately and is subject to the price, availability, delivery charge and promotional conditions applicable at the time it is placed.

Refunds

When you validly withdraw from the complete purchase, we will refund the eligible payments received from you, including the cost of our least expensive standard delivery method.

Refunds will be made using the same payment method used for the original purchase, unless another method is expressly agreed. We do not charge a separate fee for issuing the refund.

We will process the refund without undue delay and no later than 14 days after receiving your withdrawal notice. For physical products, we may withhold the refund until:

  • We have received the returned products; or
  • You provide reliable proof that the products have been sent back,

whichever occurs first.

After we have issued a refund, your bank or payment provider may need additional processing time before the amount appears in your account.

Damaged, defective or incorrect products

Please inspect your order after delivery. Contact us as soon as reasonably possible if:

  • The product arrives damaged;
  • The product has a defect;
  • You receive a different product or size from the one ordered;
  • An item is missing from your order.

Email info@kckgroupbv.com and include your order number, a description of the problem and clear photographs showing the product, packaging and shipping label where relevant.

Please do not return a damaged, defective or incorrect product before receiving instructions from us. Depending on the circumstances and applicable law, we may offer repair, replacement, reimbursement or another appropriate solution.

Reporting an issue later than requested does not automatically remove any statutory rights you may have.

Legal guarantee

Products supplied by ekck must conform to the purchase agreement and possess the qualities that a consumer may reasonably expect.

The right of withdrawal is separate from your legal rights when a product is defective, damaged or not as described. Nothing in this policy limits any mandatory consumer guarantee or other statutory right.

Cancelling an order before dispatch

If you wish to cancel or change an order before dispatch, contact us immediately at info@kckgroupbv.com.

We will make reasonable efforts to assist, but we cannot guarantee that an order can still be changed or cancelled once it has entered processing.

If the order has already been dispatched, you can use the return procedure described in this policy after receiving it.

Refused and uncollected parcels

Refusing a parcel or failing to collect it does not necessarily constitute a clear exercise of the right of withdrawal.

Please contact us if you wish to cancel the purchase. Parcels returned because of an incorrect address, refusal or failure to collect may take additional time to process.

Reasonable additional costs caused by circumstances attributable to the customer may be taken into account where permitted by law.

Items that cannot be returned

The statutory right of withdrawal may not apply to products that fall within a legal exception, including:

  • Products made to the customer's specifications or clearly personalised;
  • Sealed products that are not suitable for return for health-protection or hygiene reasons after the seal has been broken;
  • Products that, because of their nature, have become inseparably mixed with other goods.

An exception applies only where the legal requirements for that exception are satisfied. Regular clothing and sale items are not automatically excluded from return.

Model withdrawal form

You may use the form below, but its use is not mandatory. Copy the information into an email and send it to info@kckgroupbv.com.

To: KCK Group B.V., trading as ekck
Kreekweg 16, 3133 AZ Vlaardingen, The Netherlands
Email: info@kckgroupbv.com

I hereby give notice that I withdraw from my contract of sale for the following products:

Products:
Order number:
Ordered on:
Received on:
Customer name:
Customer address:
Date:

Contact

For questions about a return, refund, damaged item or cancellation, contact:

ekck
Operated by KCK Group B.V.
Email: info@kckgroupbv.com

Please include your full name and order number so that we can assist you efficiently.