Return & Exchange Policy

EXCHANGE AND RETURN POLICY


Exchanges
Your satisfaction is of utmost importance to the Ekatrra Team. As all products are made to order, we offer exchanges in size only. Upon the  receipt of your package, it is suggested that you check and make sure the dress has been made in accordance with the size mentioned in your order specifications. If there is any discrepancy, we accept exchanges within 5 working days of the receipt of the product by the customer with reasons for exchange and photographic proof. We will try to send you the correct product for such exchange and if it is not possible, we will offer store credit.
WE ACCEPT EXCHANGES AND RETURNS ONLY IF THE PRODUCTS ARE IN THEIR ORIGINAL CONDITION - unworn, unwashed, unaltered, undamaged, clean, free of lint and hair and with tags intact and attached. The company reserves the right to reject exchanges if above conditions are not met.
We do not accept exchanges for accessories unless there is a proof of transit damage and we approve the exchange process. 


Defective, Damaged or Mis-shipped Items

If  you believe your items were damaged during delivery, get in touch with us at complaints@ekatrra.com. If returning after approval, you must first obtain "Proof of Damage" documentation from your delivery carrier, which needs to be included in your returned package. For such purpose, please leave a suitable remark at the time of receipt.
If you wish to refund, you will need to cover the cost of shipping the product back to us. We will inspect the product to ensure that the defect was our responsibility, upon which we will offer you a complete refund within 30 days.


Size Deviation
If we dispatched a product where the dress size differs from the specifications you chose for your order  please feel free to choose from the following options:
Get in touch with our customer care at complaints@ekatrra.com. If we find your case legit, you may send back the dress for free alterations, If alterations are possible, We willl be glad to do it for you. The shipping charges will be borne by the customer. 
Please note: Without customer service department's confirmation, we do not accept your case.
Alternately, You are encouraged to find a local tailor to make adjustments. In this case, we will reimburse you for up to upto 2% of the product price. If you choose this option, please remember to request a receipt from your tailor as a copy of it must be provided when requesting reimbursement.

Dress is the size you ordered but does not fit
Please understand that dresses that do not fit properly but in accordance with the specifications you ordered cannot be returned or exchanged.
Although, with the finest of artisans preparing the garments for you, it is a very unlikely possibility, but if such is the case, you may find a local tailor or a professional seamstress to have the dress re-sized at your own cost.
Please note that if your order specifications differ too greatly from the final sizing request, re-sizing may not be possible.
TO AVOID SUCH SITUATIONS, it is recommend that you check the size chart thoroughly before ordering, and choose the right size for you. 


Color Mismatch
The settings of your computer screen may alter the color of the pictures shown on our website. Slight color aberration of your dress and the color shown on screen may not mean that the dress is defective or mis-shipped. However, if you are positive that you have received the item in a wrong color, please contact Customer Service to see if a return or refund is possible.


Deviation in Product
Please note that slight deviation is inherent for the hand embroidered or hand spun/woven, hand dyed products. It does not mean that the product is defective or not as per the order. Sometimes there may be slight variations in garment edging depending on the commercial availability of the material. This does not qualify a garment for return/exchange claim. 


Returns
Quality is our primary focus. We thoroughly check each merchandise for quality before dispatch to ensure that you receive a flawless product. However, in rare case, you receive a faulty one, do let us know the same within 24 hours of receipt of order through an email to complaints@ekatrra.com along with the photographic proof. Goods are faulty if they are received damaged. Items that are damaged as a result of normal wear and tear are not considered to be faulty. Where possible, we will offer to repair faulty items. If you would like to exchange a faulty item instead of obtaining a refund, please be aware that we can only replace it for the same product in the same size, subject to availability. We will assess the complaint and if deemed genuine, the return process will be initiated and you will receive store credit of equal amount that you may use to purchase other items from the website.  Our policy don’t allow us to refund money.
Please realise that customized orders that are in accordance with the specifications you ordered cannot be returned or exchanged.
We only accept products in their original condition, with all tags, packaging intact and we do not process any products that are returned without our approval. If you wish to return any or all parts of your order, we request you to contact customer service at customercare@ekatrra.com and obtain a "Product Return" form that must be included with your package.
We will not accept any returned items for colour difference which is caused by variation in display monitor settings  or the weather condition.


Return and Refund Process
In rare instances if there is a genuine case for returns and refund, please do the following: 
Contact our customer care at +91-124-4071458 or mail us at customercare@ekatrra.com.

1. Submit a return request to customercare@ekatrra.com after contacting Customer Service within 24 hours upon receiving your order. Please include an explanation and photographs stating the reason for your return.
Please note that returns will not be accepted without prior approval from Ekatrra Customer Service.
2. Once our Customer Service has approved your request, you will be provided with return address as well as a Product Return Form that must be filled in and included with your return. Please send the item(s) through local courier within 3-5 business days once you have received the form. 
3. Once received at our facility, your return will be processed within 48 working hours. Once your return is confirmed and inspected, please allow up to two billing cycles for it to be credited to your account.
Partial Refunds
In the case of multiple products being ordered, if for any reason whatsoever, Ekatrra is unable to deliver a certain product/s, the customer shall be allowed to select an alternate product. However, in case the customer does not wish to select any alternate product/s, Ekatrra shall either provide store credit to be used for future purchases or refund the amount for that particular product. The decision to provide a refund lies at the sole discretion of Ekatrra.
Please note that items returned in unacceptable condition will not be processed as refunds and will be shipped back to you.

Refund will be processed through the same online mode.


DISCLAIMER : Customised items will not be exchanged. Accessories are not exchanged or returned unless proof of transit damage is provided. Please note that items returned in unacceptable condition will not be processed as refunds and will be shipped back to you.

 

 

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