Refund policy

Refund, Return and Exchange Policy

1. Overview

At EKTHA, we carefully select and prepare our collections to provide customers with a satisfying shopping experience.

We encourage customers to review product descriptions, size information, fabric details and product images before placing an order.

If you receive a damaged, defective or incorrect product, please contact our customer support team according to the conditions outlined below.

2. Return Eligibility

Returns or exchanges may be considered under the following circumstances:

Damaged Products

If your order arrives damaged, please notify us within 48 hours of receiving the package.

Defective Products

If a product has a manufacturing defect or quality issue, contact us with clear supporting photographs or an unedited unboxing video.

Incorrect Products

If you receive a product different from the one ordered, notify our support team within 48 hours of delivery.

All requests will be reviewed by our team before approval.

3. Unboxing Video Requirement

To help us verify delivery-related issues, customers are requested to record a clear, continuous and unedited unboxing video.

The video should:

  • Show the original sealed package.

  • Clearly display the shipping label.

  • Show the package being opened.

  • Capture the entire product and the reported issue.

  • Clearly show any damage or incorrect item received.

The video should be submitted along with the order number and supporting photographs when raising a complaint.

Missing or incomplete evidence may make verification difficult. However, each complaint will be assessed fairly and in accordance with applicable consumer rights.

4. Non-Returnable Products

Returns or exchanges may not be accepted for the following reasons, except where the product is defective, damaged, incorrect or otherwise covered by applicable law:

  • Products purchased correctly but later disliked by the customer.

  • Change of mind after order confirmation.

  • Incorrect size selection by the customer.

  • Colour preferences or differences caused by screen display settings.

  • Customized or personalized products.

  • Made-to-order products where production has already started.

  • Products damaged through improper handling, washing or usage after delivery.

Products must be unused, unwashed and returned with their original packaging, tags and accessories where applicable.

5. Order Cancellation

Customers should contact us immediately if they wish to cancel an order.

Cancellation requests may be considered before processing, customization, stitching or dispatch begins.

Once an order has entered production or has been dispatched, cancellation may not be possible, subject to applicable law.

6. Return Request Process

To request a return or exchange:

  1. Contact our customer support team within the applicable reporting period.

  2. Provide your order number and registered contact details.

  3. Explain the issue clearly.

  4. Submit the required photographs or unedited unboxing video.

  5. Wait for our team to review and confirm the next steps.

Please do not send products back without receiving return instructions from our team.

7. Refund Process

Refunds will be considered after the reported issue has been reviewed and the returned product, where required, has been received and inspected.

If a refund is approved:

  • The refund will generally be issued to the original payment method.

  • Refund processing will normally take 7–14 business days after approval.

  • Actual credit timelines may depend on the payment provider or bank.

  • Customers will be informed once the refund has been initiated.

If the original payment method cannot receive the refund, our support team will coordinate an appropriate alternative in accordance with applicable requirements.

8. Exchanges

Exchanges may be offered for eligible damaged, defective or incorrectly supplied products, subject to stock availability and approval.

If the replacement product is unavailable, an appropriate refund or alternative resolution will be offered.

9. Return Shipping Charges

Where a return or replacement is approved because of a verified defect, damage or incorrect item supplied by EKTHA, we will coordinate the appropriate return or replacement shipping arrangements.

For other approved return requests, shipping costs will be communicated before the return is arranged, subject to applicable law.

10. Delivery-Related Complaints

Customers are requested to inspect their package upon delivery.

Any visible package damage should be reported to our support team as soon as possible, preferably within 48 hours.

Please retain the original packaging until the complaint has been resolved.

11. Contact Us

For return, refund or exchange enquiries, contact:

Brand: EKTHA
Email: [CUSTOMER SUPPORT EMAIL]
Phone / WhatsApp: +918136986999
Business Address: EKTHA QMF4+F9G, Parakkunnam, Palakkad, Kerala 678001
Website: [EKTHA WEBSITE URL]