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Hassle Return, Exchange, Refund and Price Protection Policy| EKRCOVER
International Return, Refund & Resolution Policy
This policy applies to orders delivered to Canada and destinations outside the 48 contiguous United States. Because we do not operate a physical retail return location in every country, please contact us before sending any product back. We will review your request and provide the most appropriate available resolution.
Contact us before returning
Voluntary returns: authorization required
Custom products: special rules apply
Statutory consumer rights preserved
Quick links: Scope Eligibility How to request help Available resolutions Customized products Regional rights Shipping & taxes
1) Scope and important legal notice
This International Policy is our general customer-care policy for eligible orders shipped outside the 48 contiguous United States. It does not limit, exclude, or replace any mandatory rights or remedies available to you under the consumer-protection laws that apply to your purchase. If local law gives you a longer period, a right to cancel, or a specific remedy, that right will apply to the extent required by law.
“Return” means sending a product back to us. “Resolution” means the solution we agree with you after reviewing the order and the issue. A physical return is not required for every approved resolution.
2) What may qualify for assistance
| Situation | How we review it |
|---|---|
| Defective, damaged, or unsafe product | Contact us promptly with your order number and clear photos or video. Stop using the product if continued use could cause damage or create a safety concern. |
| Wrong item, wrong configuration, or missing parts | We will compare the item received with your order and may request photos of the product, packaging, labels, and included parts. |
| Fitment or compatibility concern | We may review the vehicle information, measurements, product listing, and installation photos. Issues caused by incorrect information supplied at checkout or incorrect installation may not qualify under our voluntary policy. |
| Change of mind or ordering preference | Outside any mandatory legal right, this is handled under our voluntary policy and normally requires the product to be unused, uninstalled, and in reasonable resalable condition. Customized or personalized products are generally excluded where permitted by law. |
3) How to request a return or other resolution
- Contact customer service before shipping anything. Email support@ekrcover.com with your order number, delivery country, reason for contacting us, and photos or video where relevant.
- Allow us to review the request. We may ask for additional information about the product, installation, vehicle details, packaging, or delivery condition.
- Follow the instructions we provide. We will confirm whether a product must be returned and, if so, provide the approved return method and address.
- Do not send a product to an address found on an invoice, shipping label, or website unless we have confirmed that address for your case. Unauthorised shipments may be delayed or may not be traceable.
For our voluntary policy, please contact us within 30 calendar days after delivery whenever reasonably possible. This suggested timeframe does not reduce any longer period or remedy required by applicable law.
4) Available resolutions
Depending on the facts of the case, the product condition, shipping practicality, and applicable law, we may offer one or more of the following:
- troubleshooting or installation assistance;
- replacement parts or accessories;
- a remake or replacement product;
- a full refund, partial refund, price adjustment, or store credit;
- an authorised return for inspection; or
- another mutually agreed solution that is permitted by applicable law.
For some approved resolutions, we may confirm that no physical return is necessary. If this applies to your case, please follow the product-handling instructions provided by customer service and do not ship the product back unless instructed.
5) Customized, personalized, made-to-order, and Genuine Leather products
Customized or personalized products are generally not eligible for a change-of-mind return where applicable law permits this limitation.
This includes customized seat covers, products made to the customer’s specifications, and made-to-order items. If such a product is defective, materially different from the order, damaged in transit, missing parts, or otherwise covered by a mandatory consumer right, please contact us. We will review the issue and provide an appropriate remedy, which may include replacement parts, a remake, replacement, refund, partial refund, or an authorised return as required or permitted by law.
A product is not considered defective solely because the customer entered incorrect vehicle information, selected the wrong configuration, changed their mind, or installed or used the product contrary to the instructions, unless applicable law provides otherwise.
6) Regional consumer-rights supplements
Canada
Canadian law is administered through federal, provincial, and territorial rules. There is generally no universal change-of-mind return right, but defective-product rights, distance-sale rules, and other remedies may apply depending on the province or territory. This policy does not remove those rights.
For Quebec customers, additional distance-contract cancellation rules may apply in specific circumstances, including certain disclosure, contract-copy, and delivery issues.
European Union and United Kingdom
Where a statutory distance-selling withdrawal right applies, eligible consumers may generally have a 14-day period to cancel after delivery, subject to legal exceptions. Clearly personalized or made-to-order goods may be excluded from that right where the law permits. Return shipping, handling, refund timing, and deductions for use or damage will be handled in accordance with the applicable law.
This paragraph is a summary only and does not replace the rights provided by the law of the customer’s country.
Australia
Australian Consumer Law guarantees apply where applicable. A change of mind alone does not usually require a refund, but a product that fails a consumer guarantee may qualify for a repair, replacement, refund, or other remedy. We will not exclude or restrict any remedy that cannot lawfully be excluded.
For destinations not listed above, your local mandatory consumer rights still apply to the extent required by law. If you believe a local legal right applies, tell us when you contact customer service so we can review the request under the correct rules.
7) Return shipping, duties, taxes, and fees
- Do not purchase international return postage before contacting us unless applicable law requires immediate action. We may be unable to reimburse unauthorised costs.
- For a change-of-mind return under our voluntary policy, the customer is generally responsible for approved return shipping, customs charges, duties, taxes, and brokerage fees unless we agree otherwise.
- For a confirmed defect, wrong item, or our other error, we will provide the remedy and handle reasonable, pre-approved return costs when required by law or agreed in writing.
- Original shipping charges, import duties, VAT/GST, brokerage fees, and currency-conversion or bank fees may be treated differently by local law, customs authorities, payment providers, and the shipping method used.
8) Refunds and processing
- Approved refunds are normally sent to the original payment method.
- For voluntary resolutions, we generally process an approved refund within 2 business days after the resolution is confirmed or, where a return is required, after the return has been received and reviewed.
- Payment providers and banks may need additional time to post the refund.
- Where applicable law sets a different refund deadline or requires a particular refund amount, that legal requirement controls.
9) Order cancellation
Contact us as soon as possible if you want to cancel an order. Cancellation may be possible before shipment or before production begins, depending on the product and order status. Once a customized or made-to-order product has entered production, cancellation may not be available under our voluntary policy unless applicable law provides otherwise.
Send your order number to support@ekrcover.com for the fastest review.
10) Contact
Email: support@ekrcover.com
Please include your order number, delivery country, item name, and a short description of the issue.
Last updated: 2026-08-24 · Back to top