At Eka By Athulya, we maintain strict quality control and inspect every item before it is shipped.
To ensure a fair and transparent process for both our customers and our business, we operate on a strict No Refund policy.
We only offer replacements or exchanges under the specific conditions outlined below.
1. Mandatory Unboxing Video Proof
To protect against fraudulent claims regarding damage during transit or missing items, an unboxing video is strictly mandatory to process any replacement or exchange request.
The Rules for the Video: The video must be uncut, unedited, and start before the parcel is opened. It must clearly show the original shipping label and the condition of the sealed package from all sides before opening.
Failure to Provide: We will not entertain any claims for damaged, defective, or incorrect items without a valid unboxing video meeting the above criteria.
2. Free Replacements (Damage or Incorrect Item)
You are eligible for a free replacement (where we cover shipping costs) only if:
You received a damaged or defective item (e.g., severe fabric tears or stains present upon opening).
You received the wrong item (different from what was ordered).
(Note: Minor thread pulls or irregularities in hand-woven/zari sarees are characteristics of the craft, not defects. Slight color variations due to screen resolution do not qualify as a defect.)
3. Exchanges for Change of Mind (Color/Design)
We understand that you may want to exchange your saree for a different color or design after seeing it. We accommodate these requests under the following strict condition:
Customer Bears Shipping Costs: For all exchanges due to a change of mind or color preference, the customer is entirely responsible for the return shipping costs to send the original item back to our facility, as well as the shipping cost for the new item.
Once we receive and inspect the returned item to ensure it meets our conditions, you will be issued a store credit (minus any original shipping fees) to place a new order for your desired color.
4. Conditions for All Returned Items
For any replacement or exchange to be approved, the returned saree must meet these strict criteria:
Completely Unused: The saree must be unworn, unwashed, and free of any odors or perfumes.
Blouse Piece Intact: The attached blouse piece must be uncut. Sarees that have been altered, given a fall/picot, or customized in any way are strictly non-returnable.
Original Folds: The saree must be folded exactly as it was received to prevent severe creasing. All original tags, packaging, and the invoice must be included.
5. How to Request a Replacement/Exchange
To initiate a request, please follow these steps:
Notify us Quickly: You must contact us via WhatsApp within 48 hours of the package being marked as delivered. Requests past this window will be automatically rejected.
To be eligible for a replacement, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Provide Proof: Attach your order reference, a brief explanation of the issue (damage, wrong item, or color exchange), and the mandatory unboxing video.
Approval & Shipping: Once our team reviews and approves your request, we will provide instructions for shipping the item back to our facility using a trackable courier.
You can always contact us for any replacement/exchange question via WhatsApp.
6. Final Sale Items
No replacements or exchanges will be accepted for:
Items purchased during a flash sale, clearance, or using a promotional discount code.
Pre-draped sarees, custom-stitched items, or jewelry.
***Please note that ornaments/accessories shown in product pictures are for presentation only and not included in the product package****