Refund & Cancellation Policy

At Ekanga (a unit of Ekanga Trust), we strive to ensure a smooth and transparent shopping experience for all our customers. Each order placed through our Storefront is carefully processed, packed, and shipped to deliver your products on time and in perfect condition.

Please read this policy carefully to understand your rights and obligations regarding cancellations, refunds, and related matters.

 

 

1. Order Cancellation by Customer

  • Full Refund Before Acceptance:
     You are eligible for a 100% refund if your order is cancelled before it is accepted by our team.
     (Orders are typically accepted within a few hours of placement during working hours.)

  • No Cancellation After Acceptance or Dispatch:
     Once your order has been accepted, packed, or shipped, it cannot be cancelled or refunded, as processing and courier charges are already incurred.
     Please ensure to review your order details carefully before confirming payment.

  • How to Request Cancellation:
     To request cancellation, please reach out to us immediately via the WhatsApp icon on the website or through the contact details provided in the “Reach Out to Us” section.
     Requests made after acceptance or dispatch will not be eligible for cancellation.

 

 

2. Order Cancellation by Ekanga

We reserve the right to cancel an order under certain exceptional circumstances, including but not limited to:

  • Product out of stock or unavailable.

  • Pricing or inventory errors on the Storefront.

  • Inability to verify payment or shipping details.

  • Orders flagged as fraudulent, suspicious, or violating our Terms of Use.

In such cases, your order will be cancelled, and a full refund will be issued to your original payment method within 7–10 working days.

 

 

3. Refund Timelines & Method

  • Refund Mode:
     All refunds are processed directly to the original payment source (e.g., bank account, card, or wallet) used at the time of purchase.

  • Refund Timelines:
     Once a refund is approved, it will be initiated within 3–5 working days and may take 7–10 working days to reflect in your account, depending on your bank or payment provider’s processing time.

  • Refund Confirmation:
     You will receive an automated confirmation via email or WhatsApp once your refund has been initiated.

 

 

4. Prepaid Orders – Undelivered / RTO (Return to Origin)

If a prepaid order is undelivered due to:

  • Incorrect address,

  • Repeated delivery attempts without response, or

  • Customer unavailability at the delivery location,

the parcel will automatically be marked for Return to Origin (RTO) by the courier.

Refunds in such cases will be processed only after the parcel reaches back to our warehouse and the RTO confirmation is received from the courier partner.
 Please note that this process may take 10–15 working days from the date of courier’s first delivery attempt.

 

 

5. Non-Refundable Scenarios

Refunds or cancellations will not be applicable in the following cases:

  • Orders already accepted or dispatched.

  • Orders delayed due to courier transit issues, natural calamities, or force majeure events.

  • Cash-on-Delivery (COD) orders refused at the time of delivery.

  • Products returned without authorization or outside approved timelines.

 

 

6. Queries & Support

If you have any questions about your order status, refund, or cancellation, please reach out to our customer support team using the contact details provided in the “Reach Out to Us” section on our website.

We are always here to help you and ensure a fair resolution in line with our policies and applicable laws.

 

 

⚖️ Legal Disclaimer

  • Ekanga reserves the right to revise, modify, or update this policy at any time without prior notice.

  • Refunds, replacements, or cancellations are subject to final verification by our team.

  • All disputes are subject to the exclusive jurisdiction of the courts in Gwalior, India.

By placing an order on our Storefront, you acknowledge and agree to this Refund & Cancellation Policy, along with our Terms of Use and Privacy Policy.