Returns / Refunds / Cancellation

CANCELLATION POLICY

TILL WHEN CAN CANCELLATION BE MADE?
Since the nature of the products is customized, we start the design as soon as the order is received by us. Full refunds are made when the customer cancels the order within 24 hours of placing it.

HOW CAN A CANCELLATION BE MADE?
Please write a mail to us at care@ektho.com within 24 hours with a copy of the receipt and we will cancel your order. Please keep the subject as cancellation of order(your order no)

I HAVE CANCELLED THE ORDER. HOW LONG SHOULD I WAIT FOR THE REFUND?
We process the refunds within 24- 96 hours.

TERMS OF RETURN/REFUND POLICY

If after delivery, the customer reports that there is an issue with the product, we try to sort the issue on high priority. Because these are customised, no refunds are made if the design & size is as per the instructions of the customer and they still want to refund it.

In case of reporting about an incomplete order or damaged product, please share an unboxing video within 24hours of receiving the product. Defective products need not be sent back to us, unless confirmed by the Customer Experience Team. If you have received a defective product, send us images at care@ektho.com with a receipt of poof and we will get back to you. Once confirmed by the Customer Experience Team the refund will be provided either into your bank account or exchanged as per your convenience.

Below are the terms:

  • The return would be accepted only in the case of error, provided the products have not been used and are in the same condition they were sold into.
  • Customers can return or exchange their defective products within 7 days after an order has been delivered. However, you need to notify us by email within 3 working days of you receiving the order on what the issue is. If this time period has gone by after you received your item unfortunately, we can’t offer a refund or exchange.
  • You will have to self -ship the product (if required) and more details are given below in the self -ship section.
  • Cost of shipping­ the corrected garment to you will be borne by us. 
  • FULL REFUNDS WILL ONLY BE APPLICABLE IF THE ITEM RECEIVED IS DEFECTIVE OR MISPRINTED.
  • In the interests of hygiene, we may refuse returns where it’s obvious that the item has been worn, washed or soiled.
  • You can also connect with us about any issue through our Contact page.

SALE ITEMS

  • Sale items can be only exchanged, returned or refunded if they are defective. The terms of refund/return policy also applies to them also.

REFUNDING COURIER CHARGES

  • If you have to send a product for us to after our confirmation you will have to self- ship it to us, as we do not have a reverse pickup facility yet. For this we will provide you with a coupon worth 100 Points on your email ID used during the purchase for your next purchase.
  • Please make sure your courier costs do not exceed the amount stipulated above. We recommend using ‘Speed Post’ as your courier service. Speed Post is a Government of India owned entity and has the most widely distributed postal network in India.

HOW DO I SELF SHIP THE PRODUCTS

  • Please pack the items securely to prevent any loss or damage during transit. All items must be in unused condition with all original tags attached and packaging intact with the reciept
  • You can courier the product(s) to the address mentioned below:
    ektho
    A-181, Belvedere Towers, DLF Cyber City,
    DLF Phase 2, Sector 24, Gurugram,
    Haryana 122002
  • On receiving the product and if everything is found to be in order as per terms of return policy, a coupon code worth 100 Points be shared on your email id which was used at the time of purchase for your next purchase.
  • PLEASE NOTE: We request that you use a trusted courier with tracking as it getting lost will not be our liability. Please make sure your courier costs do not exceed the amount stipulated above. We recommend using ‘Speed Post’ as your courier service. Speed Post is a Government of India owned entity and has the most widely distributed postal network in India.