Refund policy

Returns & Replacement

Not quite right?

No worries — here's everything you need to know about a defective or damaged order, explained simply.
[48–72h] to raise a claim from delivery Video required for every claim [3] days for your replacement to arrive [12–24h] we typically reply within

01 — Before You Order

We show you everything upfront.

Every product on Ekatramall comes with clear photos and an unedited video right on the listing page — so what you see is exactly what arrives. Because of this, we're not able to offer returns, refunds, or exchanges for change of mind, size, fit, or preference once an order is placed.

Why so firm? We work directly with small manufacturers at low order quantities to keep our prices fair. Since every product is already shown in full detail before you buy, we ask you to take a moment with the listing video before ordering — it makes all the difference.

02 — What We Can Help With

Eligibility, simply.

We step in when something's genuinely gone wrong on our end. A claim qualifies when:

  • The item arrived defective, damaged, or different from what you ordered
  • You raise it within [48–72 hours] of delivery
  • You share a clear, unedited unboxing video, filmed continuously from the sealed package being opened

A few things we sadly can't act on:

  • Requests based on change of mind, size, or preference (see Section 01)
  • Claims without a valid unboxing video
  • Claims raised after the reporting window has closed

03 — Why We Ask for a Video

One video, no back-and-forth.

The unboxing video is the only proof we're able to accept for a defective or damaged claim — without it, we have no way to confirm what happened, so we won't be able to process the request. We know this feels like an extra step, and we appreciate you taking it.

Filming it is simple: start recording before you open the sealed package, and keep it running until the product is fully unboxed. Send it to us along with your order ID and a quick note about the issue on our whatsapp support. 

04 — How Your Replacement Works

Here's exactly how it goes once your claim is approved:

  1. We review your video Our team checks your unboxing video and order details, usually within [24-48] hours.

  2. Your replacement ships once approved, A brand-new unit of the same product is packed and dispatched within [2] business days of approval.

  3. A small shipping charge applies Replacement shipping (₹[91]) is payable by you at the time of dispatch — this covers the courier cost of getting the new unit to you.

05 — What's Not Covered

  • Damage from misuse, negligence, or wear after use
  • Claims without an unedited unboxing video
  • Claims raised after the reporting window
  • Change of mind, size, fit, or preference-based requests (see Section 01)

Ready to Raise a Claim?

  • Attach a clear, unedited unboxing video showing the issue
  • Add a short description of what went wrong
  • We'll Message you back

Still Have Questions?

Our team is here [Mon–Fri, 10 AM – 6 PM]. Reach out anytime.

💬 WhatsApp us: [+91 93284 63125 – Whatsapp Only]

Ekatramall reserves the right to update this policy at any time; changes will be reflected on this page. This policy works alongside, and does not override, any statutory rights available to you under applicable Indian consumer protection law.