Refund policy
At Ekiva, we want you to love what you receive. Each piece is handcrafted by artisans in Jaipur and carefully packaged to ensure safe delivery. If something is not right with your order, we are here to help.
Return Rules Summary
- Returns are accepted only for damaged, broken, or incorrect items
- Return requests must be raised within 48 hours of delivery
- An unboxing video is required for verification
- No returns on sale, discounted, or coupon applied products
- Approved cases will receive a replacement or refund
1. Return Window
If you receive a damaged, broken, or incorrect item, you must notify us within 48 hours of delivery.
Requests submitted after 48 hours of delivery will not be eligible for return or refund.
2. Eligibility for Returns
Returns are only eligible under the following circumstances:
• You received a damaged product
• You received a broken product
• You received the wrong product
To qualify for a return:
• An unboxing video must be provided
• The video must clearly show the sealed package being opened and the product inside
• The issue must be clearly visible in the video or photos
• The request must be submitted within 48 hours of delivery
Requests submitted without an unboxing video may not be eligible for return or refund.
3. How to Initiate a Return
To request a return, please email us at:
Please include the following details:
• Your order number
• The item(s) involved
• A short description of the issue
• The unboxing video
• Clear photos showing the damage or issue
Returns must be approved by our team before being shipped back.
Items sent without prior approval will not be accepted.
4. Return Shipping Address
Approved returns must be sent to:
Axon
Disha Darshan, Nadiyawala Colony 2
Malad West
Mumbai, Maharashtra 400064
India
+91 98998 00230
Return shipping instructions will be shared once your return request is approved.
5. Damaged, Defective, or Incorrect Items
Please inspect your order immediately upon delivery.
If you receive:
• A damaged item
• A broken item
• The wrong product
Contact us within 48 hours of delivery with your order number, photos, and the required unboxing video so we can resolve the issue quickly.
Once verified, we will arrange a replacement or refund.
6. Non Returnable Items
The following items are not eligible for return:
• Products purchased during sale or promotional events
• Products where any discount or coupon code has been applied
• Gift cards
• Personalized or custom made products
• Perishable goods
• Personal care products
• Hazardous materials or flammable items
If you are unsure whether your item qualifies, please contact us before initiating a return.
7. Exchanges
We do not offer direct exchanges.
If you would like a different product, please return the original item (subject to approval) and place a new order once the return process is completed.
8. Refund Process
Once we receive your returned item, it will be inspected.
You will be notified via email whether your refund has been approved or rejected.
If approved:
• Refunds will be processed to your original payment method
• Refunds will be completed within 14 days of approval
Banks and payment providers may take additional time to reflect the amount in your account.
If 14 days have passed since refund approval and you have not received the amount, please contact us at shikha.deshmukh@ekiva.co.
9. European Union Customers
If your order is shipped to the European Union, you have the right to cancel or return your order within 14 days of delivery without providing a reason.
Items must be unused, in original packaging, with proof of purchase.
10. Important Notes
Due to the handcrafted nature of pottery, slight variations in color, glaze, texture, shape, or finish may occur. These variations are a natural part of the handmade process and make each piece unique. Such variations are not considered defects and are not eligible for return or refund.
Outer packaging may occasionally show minor dents or wear during transit. This does not qualify as damage if the product inside is intact and usable. Returns or refunds will only be processed if the product itself is damaged or broken.
Ekiva is not responsible for damage caused after delivery due to misuse, mishandling, accidental drops, improper storage, or normal wear and tear.
Shipping charges are non refundable unless the return is due to our error.
Ekiva reserves the right to refuse returns that do not meet the conditions outlined in this policy.
