This Refund, Cancellation & Exchange Policy ("Policy") is a comprehensive and legally binding document governing transaction conducted on Ekatraa.com ("Ekatraa", "Platform", "Website", "we", "us", "our"). It defines the rights, responsibilities, and remedies available to buyers/customers ("Customer"), designers/brands/vendors ("Seller"), and Ekatraa as a curated multi-designer marketplace.
This Policy is drafted to ensure fairness, transparency, and balance between all parties, while safeguarding the commercial, operational, and reputational interests of the Platform.
By placing an order, listing products, or using the Platform in any manner, all parties expressly agree to this Policy along with the Terms & Conditions and Privacy Policy of Ekatraa.
1. Platform Role & Transaction Structure
1.1 Marketplace Nature
Ekatraa operates as a curated marketplace showcasing products from independent designers and brands. Unless explicitly stated, Ekatraa is not the manufacturer or owner of the products listed.
1.2 Role Clarity
- Customer: Purchases products after reviewing all available information
- Seller: Responsible for product quality, authenticity, dispatch, and compliance
- Ekatraa: Facilitates the transaction, payment collection, logistics coordination, and dispute resolution
1.3 Acknowledgement
Customers acknowledge that variations in color, texture, embroidery, print, or finish may occur due to handcrafted processes, screen resolution, or lighting, and such variations do not constitute defects.
2. Order Confirmation & Acceptance
2.1 An order is deemed confirmed only after successful payment and order acknowledgement by Ekatraa.
2.2 Ekatraa reserves the right to accept, reject, or cancel any order prior to dispatch due to:
- Inventory mismatch
- Pricing or listing errors
- Quality concerns
- Compliance or fraud checks
3. Cancellation Policy
3.1 Customer-Initiated Cancellation
- Orders may be cancelled within 12 hours of placement or before dispatch, whichever occurs earlier
- Once an order is dispatched, cancellation is strictly not permitted
- Custom-made, made-to-order, personalized, altered, or pre-booked products cannot be cancelled once confirmed
3.2 Seller or Platform-Initiated Cancellation
Ekatraa or the Seller may cancel an order due to:
- Product unavailability or damage
- Failure to meet quality standards
- Force majeure events
- Regulatory or legal constraints
In such cases, Customers will receive a full refund to the original payment method.
4. Exchange Policy (2-Day Exchange Window)
4.1 Exchange Eligibility
Ekatraa offers a limited 2-day exchange facility from the date of delivery, subject to strict compliance with the following:
- Exchange request raised within 48 hours of delivery
- Exchange allowed only for size, fit, or design mismatch
- Product must be unused, unworn, unwashed, unaltered, and in resaleable condition
- Original tags, packaging, invoice, dust bags, boxes, and authenticity cards must be intact
4.2 Exchange Limitations
- Only one exchange per order is permitted
- Exchange is subject to stock availability
- Exchange value must be equal to or higher than the original order value (price difference payable by Customer)
4.3 Non-Exchangeable Products
The following categories are not eligible for exchange:
- Custom-made, made-to-order, or personalized items
- Sale, clearance, or promotional items (unless expressly stated)
- Accessories, jewellery, watches, footwear, lingerie, fragrances, beauty products, masks, and innerwear
- Products damaged due to improper handling or wear
5. Refund Policy
5.1 General Principle
Ekatraa follows an exchange-first policy. Refunds are not offered as a standard remedy and are granted only in exceptional, verified cases.
5.2 Refund Eligibility (Exceptional Circumstances)
Refunds may be approved only if:
- Product delivered is materially defective or damaged
- Incorrect product delivered
- Order cancelled by Seller or Ekatraa before dispatch
- Exchange approved but replacement unavailable
5.3 Refund Processing
- Refunds will be processed to the original payment method only
- Processing timeline: 7–14 business days post approval
- Shipping fees, customs duties, taxes, and payment gateway charges are non-refundable, unless mandated by law
6. Return & Reverse Logistics
6.1 Return Authorization
No product may be returned without written approval from Ekatraa.
6.2 Logistics Responsibility
- Seller fault: Reverse pickup arranged by Ekatraa/Seller
- Customer-initiated exchange: Return shipping costs borne by Customer
6.3 Transit Risk
Customers bear responsibility for the product until received and accepted by the Seller or Ekatraa warehouse.
7. Quality Inspection & Rejection Rights
7.1 All returned products undergo a mandatory quality inspection.
7.2 Ekatraa and/or the Seller reserve the right to:
- Reject exchange or refund requests
- Deduct restoration or repair costs
- Return the product to the Customer without compensation
8. Seller Obligations
Sellers agree to:
- Deliver authentic products matching platform descriptions
- Maintain hygiene, quality, and packaging standards
- Honor approved exchange/refund decisions
- Cooperate during dispute resolution
Non-compliance may result in penalties, suspension, or termination.
9. Customer Responsibilities
Customers agree to:
- Provide accurate delivery details
- Inspect products upon delivery
- Use products only for trial before deciding exchange
- Initiate requests within defined timelines
10. Dispute Resolution & Platform Authority
10.1 Ekatraa acts as a neutral facilitator between Customer and Seller.
10.2 Decisions made by Ekatraa after review of evidence (images, videos, communications) shall be final and binding.
11. Limitation of Liability
To the fullest extent permitted by law:
- Ekatraa’s liability is limited to facilitating resolution
- Seller liability is capped at the product value
- Customer remedies are limited to exchange or approved refund only
12. Governing Law & Jurisdiction
This Policy shall be governed by and construed in accordance with the laws of the United Arab Emirates, with exclusive jurisdiction vested in the courts of Dubai.
13. Amendments & Updates
Ekatraa reserves the right to modify this Policy at any time. Continued use of the Platform constitutes acceptance of the revised Policy.