Returns Policy

Context

In line with best practices for heavy and delicate products, and to reduce unnecessary shipping expenses, customers are encouraged to refuse visibly damaged shipments at the time of delivery rather than accept and initiate a return. At Ekaara, we are committed to your satisfaction and stand behind the craftsmanship of every stone artwork we ship. Given the unique, delicate, and high-value nature of our products we maintain a transparent, fair, and comprehensive returns and refunds policy.

General Returns Eligibility

We do not accept returns for reasons such as change-of-mind or buyer’s remorse.

Returns are only permitted under the following specific circumstances:

A wrong item is delivered due to an order fulfillment error.
A genuine manufacturing defect is present upon delivery.
The item arrives visibly or materially damaged during shipping.
The order has a major missing components or is prooved to be incomplete.

Important:

All return requests must be raised within 24 hours of delivery with clear, timestamped photographs and/or a short video showing the issue.
The product must remain unused, uninstalled, and returned in its original condition and packaging.

Returns Procedure

If your order meets the above eligibility criteria:

Contact Us within 24 hours of receiving your order at customerservice@ekaara,co,in with:
- Your Order ID
- Description of the issue
- Camera/phone photos or video clearly showing the problem
Review & Approval:
Our quality assurance team will evaluate the submitted documentation. If your case is approved:
- We will issue a return authorization and provide a prepaid return shipping label (if applicable).
- You must repack the product securely in its original form with all accessories and tags.
Inspections & Refunds/Replacement:
Once received by us, we inspect the item. If damages or issues are consistent with the claim raised:
- We issue either a replacement, store credit, or a full refund (excluding original shipping unless it was our fault).
- Refunds are typically processed within 7–14 business days to the original payment method.

Non-Returnable Items

The following categories of products are strictly non-returnable unless proven to be defective due to an error on our part:

Custom orders, personalized pieces, installed products, or made-to-order artworks.
Items showing natural variations in stone, such as color tone, grain patterns, veining, or minor surface irregularities. These are inherent characteristics of handcrafted stone products and are not considered flaws or defects.
Items returned without original packaging or protective materials.
Any item reported after the 24-hour return window post-delivery.

Extreme and Edge Case Scenarios

We understand that specific, rare circumstances may impact deliveries or product condition. Here's how we handle them:

Scenerio	Our Policy/Resolution
Product arrives visibly damaged	Refuse delivery and notify us immediately. We will coordinate with the delivery partner and arrange a replacement or refund.
Concealed damage found post-delivery	Report within 24 hours with photos/video. Reviewed for possible replacement or partial refund.
Wrong item delivered	Return at our cost. You will receive the correct item or a full refund.
Shipment lost in transit	Full refund or replacement issued upon verification by the carrier.
Delay or non-delivery due to force majeure (disasters, acts of nature, pandemic, war, or customs delays)	Refund/replacement subject to carrier policy and safe retrieval. Ekaara is not liable for uncontrollable logistics events.
Orders with incorrect or incomplete address provided by the customer	Customer bears additional costs or loss. Ekaara is not liable.
Product unclaimed or refused for non-valid reasons	May be considered abandoned. No refund will be issued unless the return is due to verified product damage.
New damage occurs during customer's return shipping	If improperly packed by customer, replacement/refund may be denied. Care must be taken to pack items securely.
Natural variations in color or material	Not considered a defect. No return or refund permitted. See full disclosure below.

Key Material & Custom Art Policy

Please note:

Every product is carved from natural stones like marble, onyx, granite, sandstone or more. Slight variations in color, veining, texture, or minor indentations occur naturally and are part of what makes each piece unique. These are NOT defects and do not qualify for a refund or return.
Custom-made products, personalized engravings, special measurements, colors, finishes, or installed pieces are non-returnable. These items are created exclusively for your order and cannot be resold or restored.

Return Shipping Responsibility

If the return is due to our verified error (wrong item, damage in transit, or manufacturing defect), return shipping costs will be borne by Ekaara.
If the return is ineligible or denied upon evaluation, the product will be returned to the customer at their own cost.

Refunds:

Refunds (where approved) are processed internally within 5 business days after claim validation and product inspection.
Once processed, the refund is credited back to your requested source (in applicable scenarios) or to the original mode of payment within 7–14 business days, following the completion of all internal refund procedures and system filings.
If banking or payment gateway delays occur, Ekaara will provide a transaction reference to help facilitate timely follow-up with your financial institution.
Please note: We do not currently offer store credits. This feature may be reviewed in the future as our platform capabilities evolve.

Cancellations

Once an order is confirmed and production or packaging has begun, it cannot be canceled, especially in the case of custom-built or made-to-order items.

Contact for Return Assistance and Dispute Resolution

If you believe your situation qualifies for a return, please contact:

Email: customerservice@ekaara.co.in

This Returns Policy is designed to balance transparency, logical fairness, and business sustainability while protecting the artistic and operational integrity of Ekaara’s stone creations.