1. Introduction

At Ekshop, customer satisfaction and trust are at the heart of everything we do. We are committed to ensuring product authenticity and a safe shopping experience for all customers. While Ekshop provides the platform, each vendor is responsible for the quality of their products. All merchants selling on Ekshop are required to comply with applicable consumer protection, product safety, and intellectual property laws.

2. Eligibility for Returns

Customers may submit return requests only for items that qualify under Ekshop’s return policy. Please note that the following items are non-returnable:

• Perishable goods and food items
• Hygiene-sensitive products (e.g., cosmetics, undergarments)
• Unsealed or used products
• Any item not purchased directly through the official Ekshop platform

3. Return Window

Customers must initiate a return request within 7 days of receiving the item. Requests submitted after this period will not be eligible.

4. Proof of Purchase

To process any return or refund, customers must provide a valid proof of purchase (order confirmation, invoice, or transaction details).

5. Return & Refund Timelines

• Return requests must be submitted within 7 days of purchase.
• Once approved, items will be scheduled for pickup within 3 days.
• Upon successful return verification, refunds will be initiated within 2 working days.
• Refunds are always processed to the original payment method used at checkout.

6. Responsibilities

Merchant’s Responsibility: If the product is defective, counterfeit, damaged, or the wrong item, the merchant will bear all refund and return costs.

Customer’s Responsibility: If the return is due to customer error (e.g., wrong product ordered, change of mind, size mismatch), the customer will cover return shipping costs.

Delivery Partner’s Responsibility: If the order fails due to a delivery issue, the delivery partner is liable for refund costs.

7. Additional Notes

• All original packaging, accessories, and bundled gifts must be included when returning an item.
• For electronic devices, customers must remove all personal data, accounts, and passwords before return.
• Ekshop will not process returns or refunds for products purchased outside the official Ekshop platform.

8. Ekshop’s Commitment

Ekshop ensures a secure payment system where customer payments are held safely until delivery is confirmed. This protects buyers from fraud while holding merchants accountable for product authenticity and service quality. Our goal is to make online shopping safe, reliable, and worry-free.