Refund policy
At EkoaIndia, we prioritize the safe arrival of our artisanal creations. Since our products are handcrafted and delicate, we have outlined these terms to ensure a transparent experience for our customers.
1. Damage & Replacement Guidelines
Should your order arrive broken or defective, we provide a replacement under these specific terms:
Mandatory Unboxing Proof: A continuous, clear video of you opening the package is required to qualify for a replacement.
Submission Window: Please send this footage to us within 24 hours of receipt. We cannot honor claims made after this timeframe.
Resolution: Once our team verifies the damage via your video, a new item will be shipped to you at no extra cost.
No Cash Refunds: We offer product exchanges only for damaged goods to ensure you get the item you intended to purchase.
2. Missing Items
If a portion of your order is absent, notify us with unboxing video proof within 24 hours.
We will ship the omitted item immediately upon verification.
If that specific piece is no longer in stock, we will issue a refund for the cost of that individual item.
3. Failed Delivery & Returns to Office (RTO)
If a package is sent back to our facility because it couldn't be delivered, a refund is available after deducting the original shipping and handling fees.
For a second delivery attempt, the customer will be responsible for new shipping costs.
Important: We do not provide refunds for inaccurate addresses or if the recipient declines the parcel after three attempts.
4. Standard Returns
If you choose to return an item for personal reasons:
Logistics: The buyer is responsible for arranging the return pickup and covering all reverse shipping expenses.
Product State: Reimbursements or swaps are only processed once the item reaches us in its original, pristine state.
Deductions: For all standard returns, the final refund will exclude the initial shipping and boxing charges.
Fragility Note: Because our ceramics are brittle, we generally only accept returns for items that were faulty upon arrival.
5. Final Sale & Restrictions
Discounted Goods: Items bought during promotional events or from our "Stock Clearance" section are final sale. No returns or swaps are permitted unless the item arrives damaged or is missing.
COD Advance: For Cash on Delivery orders, the 30% down payment is non-reimbursable if the parcel is rejected at the door.
Prepaid Refusals: If a prepaid shipment is turned away at the time of delivery, it will not be eligible for a refund.
6. Our Commitment
EkoaIndia sources directly from local artisan hubs and specialized units. We conduct thorough quality inspections to ensure every piece meets our high standards.
We stand by the authenticity and craftsmanship of every shipment.
For assistance with how to use or care for your ceramics, please reach out within 15 days of delivery.
Beyond this 15-day period, we are unable to address concerns regarding the product's condition or performance.
Commitment to Craftsmanship & Guarantee
At EkoaIndia, we take pride in bridging the gap between local artisans and your home. Our products are sourced directly from skilled manufacturing units and traditional vendors. To ensure you receive only the best, every item undergoes a rigorous quality certification process before it is cleared for dispatch.
Our Promise: We stand behind the authenticity and quality of every piece we deliver. We are here to support you with any questions regarding product usage, material integrity, or functionality.
Resolution Window: Due to our rotating seasonal stocks and high volume of unique orders, we require that any concerns regarding product performance or quality be reported within 15 days of delivery.
Finality: Please note that once this 15-day period has passed, we are unable to process complaints or functional claims. We encourage you to inspect your beautiful new ceramics as soon as they arrive!
Important Note on Fragile Items
Because our collections consist of delicate, high-fired ceramics, returns are exclusively reserved for items that are defective or damaged during transit. To initiate a claim for a fragile product, please reach out to us within 12 hours of receipt with the necessary video proof mentioned in our policy.