Making a Purchase
How do I create an account?
Just go to the sign-up option at the top right of the website and you should be able to log in/sign up with your email ID and/or mobile number.
What payment methods do you accept?
We accept a variety of payment methods including Debit, Visa, MasterCard, American Express, Unionpay, Payme, Wechat Pay, and Alipay. For any other payment methods, please drop a note on WhatsApp.
Are there different grades or conditions for devices (e.g., fair, good, superb)?
Currently, all our phones are graded as "like new" condition. Please note that the battery levels will be 80% and higher.
What does "like new" mean?
When we say a phone is "like new," we're referring to devices that are in great shape, with a battery health of 80% or more and no visible damage. These phones haven't been altered in any way and are just as they were originally.
Are accessories (e.g., chargers, cases) included with the purchase?
We’ve got the essentials covered—every purchase comes with a charging cable.
Can I exchange my old device for a new one?
We currently don’t have trade-ins available, but we do have an e-waste recycling program. Please reach out to us on WhatsApp or at help@ekkohk.com if you would like to recycle/donate your phone.
What countries do you ship to?
Our operations are currently limited to Hong Kong.
After Purchase
How can I verify the condition of a used item before purchasing?
We want you to feel confident! You can try the device for 5 days, and if you’re not satisfied with the quality, we will replace the product for you.
Does the item come with a warranty? How long is the warranty period?
Yes, we’ve got you covered with a 4-month warranty. If anything goes wrong, we’ll step in to fix it. Just so you know, this covers defects from normal use—not accidents or wear and tear. Check our warranty page for all the details.
What is the refund policy?
If your purchase doesn't meet your expectations, you can return it to us for a replacement with a new device. Please be aware that we exclusively offer replacements for items returned within 5 days of purchase. Our aim is to ensure a fair and seamless experience for you. However, in cases where we are unable to provide a replacement, we will issue a refund for the amount paid.
How long does shipping take?
We’ll get your order to you quick—shipping typically takes just 1-4 days.
Can I track my order?
You’ll find your tracking ID in the email with your invoice, so you can keep an eye on your order every step of the way.
What happens if my item gets lost or damaged during shipping?
If something goes wrong like a lost or damaged shipment, you are fully insured.
What do I do if my delivery is delayed?
If your order’s taking a little longer than expected, don’t hesitate to get in touch—we’re here to sort it out and keep you updated.
General
What checks are performed on second-hand items?
Every device goes through key checks to ensure it’s ready for you. These include testing the screen for scratches or dead pixels, checking the battery health, inspecting buttons and ports for functionality, verifying the camera and speakers work perfectly, and making sure the software runs smoothly with no glitches. It’s all about giving you a device you can trust from day one.
Can I get a repair service if my purchased device stops working?
If your device acts up within the 4-month warranty, reach out, and we’ll handle the repairs to get it back in action.
Can I exchange my old device for a new one?
We currently don’t have trade-ins available, but we do have an e-waste recycling program. Please reach out to us on WhatsApp or at help@ekkohk.com if you would like to recycle/donate your phone.
Can I leave feedback or reviews for transactions?
We’d love to hear your thoughts! After your purchase, do drop us a quick review on Google or Trust Pilot—your feedback helps us grow and keeps our community thriving.
How do I contact customer support?
You can contact us via WhatsApp on the right corner of the website or drop an email to help@ekkohk.com.
How do I cancel an order or sale?
Just reach out to us via WhatsApp or email before it ships, and we’ll cancel it for you—quick, easy, and stress-free.
Is there a mobile app for Ekko?
Currently, we don't have a mobile app, but stay updated by signing up to our newsletter.