Customer Care

Return and exchange windows

Return requests must be raised within 5 days of delivery. If your order arrives damaged, defective, or is not what you ordered, report it within 24 hours of delivery — that shorter window is also the only route to an exchange. Products must be unused, unworn, unwashed, and undamaged, with all original tags and packaging intact, and must pass our quality check before an exchange or return is approved. Please contact us and receive approval before sending anything back — items that are used, washed, damaged, altered, or returned without prior approval may be rejected.

Sale and final sale products

Products purchased during a sale, clearance, or marked as Final Sale are not eligible for return or exchange, and the same applies to made-to-order, customised, and personalised products. If you receive one of these damaged, defective, or incorrect, contact us within 24 hours of delivery.

Damaged, defective, or wrong product

If you receive a product that's damaged, defective, the wrong product, the wrong size or colour, or missing from your order, please contact us within 24 hours of delivery with your order number, photos, and an unboxing video if available — an unboxing video may be required for certain claims. Claims made after 24 hours may not be accepted.

Non-returnable products

For hygiene and product-specific reasons, the following are generally not eligible for return or exchange, along with anything specifically marked as non-returnable on our website:

• Innerwear
• Socks
• Caps
• Boxers
• Vests
• Perfumes
• Certain accessories

Exchanges

Exchanges are available only when your order arrives damaged, defective, or is not what you ordered, and must be requested within 24 hours of delivery. An exchange is a like-for-like replacement — the same product, in the size you originally ordered — and depends on that item still being in stock. If it isn't, the item is returned for Ekum store credit instead. We don't offer exchanges because a size doesn't fit or you've changed your mind; those are handled as a return for store credit. Applicable shipping or handling charges may apply, and only one exchange can be raised per order.

Refunds

Once your return is approved and the product passes quality check, the amount is issued as Ekum store credit — added to your account and usable at checkout on any future order. Returns are not refunded to the original payment method. Shipping, COD, handling, or reverse-pickup charges may be deducted from the amount credited. Store credit is added as soon as we complete your return, and you can see your balance and history under Store Credit in your account. Cancellations are settled the same way: where payment had already been taken, a cancelled order is refunded as Ekum store credit rather than to the original payment method.

Return pickup

Where pickup is available, Ekum may arrange a reverse pickup through our courier partner. If pickup is unavailable or unsuccessful, you may need to self-ship the product to the return address provided by our team. Return shipping charges may be the customer's responsibility unless the return is due to an error or defect on our part.

Freebies and promotional products

Free gifts, freebies, and promotional products are generally not eligible for return or exchange. If a returned order no longer qualifies for a free gift, the gift may need to be returned — if it isn't, its applicable value may be deducted from your refund.

Order cancellation

Orders can be cancelled only before they are dispatched — once an order has been dispatched, it cannot be cancelled. You can request a cancellation from your account while the order is still being processed, or contact us as soon as possible. Where payment had already been taken, a cancelled order is refunded as Ekum store credit rather than to your original payment method. Any store credit you had put towards the order is returned to your balance as well.

How to request a return or exchange

The quickest way is from your account: open the order under My Orders and use Start a Return or Report a Problem. You'll be asked what happened and, for a damaged or wrong item, for photos — those are required before we can approve the claim. You can also email ekumclothing01@gmail.com or WhatsApp +91 76109 06568 with your order number, product name, reason for return/exchange, and photos or videos if applicable. Our team will guide you through the process — Ekum reserves the right to reject requests that don't meet the conditions of this policy.