Cancellations, Refund and Returns Policy

Ekastore Refund & Return Policy

At Ekastore, we are committed to providing high-quality products and a seamless shopping experience. We understand that sometimes things don’t go as planned, so we’ve created a straightforward Refund & Return Policy to ensure your complete satisfaction. Please read the following guidelines carefully to understand how we handle returns, refunds, and exchanges.

1. Eligibility for Returns:

We want you to be completely satisfied with your purchase. Returns are only accepted under the following conditions:

Unused products: Products must be unused, undamaged, and in the same condition as when you received them.
Returns must be initiated within 3 days of receiving the order.
Opened kits are not eligible for return. Once a kit is opened, we cannot accept it back, as it may compromise the integrity of the contents.

2. How to Initiate a Return:

If you meet the criteria for a return, the first step is to contact our support team:

Email: Reach out to us at ekastore.in@gmail.com.
Customer Support Number: Call us at +91 9355970998 / 8409980883.
Chat Support Agent “Sarthi”: You can chat with our support agent Sarthi, who is available directly on our website.

Upon contacting us, our support team will require the following information:

Order number and product details.
Reason for return or the issue you’re facing with the product.
Any relevant photos (if applicable, e.g., damaged items).

Once we receive your request, our team will review your case and initiate the return process.

3. Investigation and Approval:

After receiving your return request, our customer support team will thoroughly investigate the issue. This may include verifying product condition and reviewing your provided details. Once the investigation is complete:

Approval of Return: If the return is approved, we will proceed with either a full refund or a partial refund (if only a part of the order is missing or defective).
Decision: In cases where a product is found to be defective or damaged, we will ensure a fair resolution — either replacement or refund, depending on the situation.

4. Return Shipping:

At Ekastore, we believe in making the return process as easy as possible for our customers. Therefore, we will cover the return shipping costs for eligible returns. Once your return is approved, we will send you a prepaid return shipping label that you can use to send the product back to us.

Please ensure that the product is securely packed to prevent damage during return shipping. We are not responsible for items lost or damaged in transit that were not returned using our provided shipping label.

5. Refund Process:

Once your returned product is received and inspected, we will initiate the refund process. Refunds will be issued to the original payment method used for the purchase. Please allow 3-5 business days for the refund to be processed, depending on your payment provider.

Full Refund: If the product is returned within the eligible period and is in original, unused condition, you will receive a full refund of the purchase price.
Partial Refund: If only part of the order is missing or defective, we will process a refund for only the missing or defective product(s).

Please note, the original shipping charges will not be refunded, unless the return is due to a mistake on our part (e.g., wrong or defective product shipped).

6. Non-Returnable Items:

For hygiene and safety reasons, the following products cannot be returned:

Opened kits: Any kits or products that have been opened and used are non-returnable.
Personalized products: Custom or personalized products are not eligible for return unless defective.
Perishable items: Products that have an expiration date or are perishable in nature cannot be returned.

7. Damaged or Defective Products:

If you receive a damaged or defective product, we apologize for the inconvenience. We want to make things right for you. Please follow these steps:

Contact us within 3 days of receiving the product with detailed information and supporting photos of the damage or defect.
Our support team will investigate and assess the situation. If the product is confirmed to be defective, we will either send you a replacement or issue a full refund.

8. Exchange Policy:

Currently, we do not offer direct exchanges. If you need a different product or size, please initiate a return for the original item and place a new order for the replacement item.

9. How Long Will It Take to Process My Return?

Once we receive the returned product, we will inspect it within 3-5 business days. After the inspection, we will process your refund promptly. Refunds will be issued to the original payment method used for the order.

10. Contacting Us:

If you have any questions about our refund and return policy, or if you need assistance with your return, please don’t hesitate to reach out to us:

Email: ekastore.in@gmail.com
Customer Support Number: +91 9355970998 / 8409980883
Chat Support: Connect with our live chat support agent, Sarthi, on our website.

Cancellation Policy:

At Ekastore, we understand that plans can change. We offer a simple and transparent cancellation process for our customers.

Free Cancellations Before Shipping:
You may cancel your order free of cost at any time before the item is shipped. To initiate a cancellation, please contact our customer support through any of the following:
- Email: ekastore.in@gmail.com
- Phone: +91 9355970998 / 9266398387
- Chat Support Agent “Sarthi” on our website
Order Update Notifications:
Customers receive order status updates via WhatsApp, SMS, and email, and we also confirm orders through a call before processing them. This ensures you are always informed about your order’s current status.
No Cancellations After Shipping:
Once an order has been shipped, cancellation is no longer possible. In such cases, customers may refer to our return policy if eligible.

Final Notes:

At Ekastore, our goal is to ensure you have a smooth and pleasant shopping experience. We value your trust and will always do our best to resolve any issues promptly and fairly. Thank you for shopping with us!