This Return & Refund Policy (“Policy”) is issued by Zion Collective Private Limited, operating under the brand name EKKE (“EKKE”, “we”, “us”, or “our”). This Policy explains how returns, exchanges, cancellations, and refunds are processed for purchases made on www.ekke.co, its mobile site, and EKKE mobile applications (collectively, the “Platform”). Return eligibility, exchange options, and refund policies are determined solely by the individual listing brand and displayed on each product detail page (PDP). Some brands offer returns/ exchanges, while others do not—please review the specific brand's policy before purchase. This Policy governs EKKE's processing of brand-approved return/exchange/cancellation requests.

This Policy forms an integral part of EKKE’s Terms of Use, Shipping and Delivery Policy, and Privacy Policy. By using the Platform or purchasing a product, you (“Customer”, “Buyer”, or “User”) agree to the terms below.

Scope and Applicability

This Policy governs all requests for return, exchange, cancellation, and refund for products purchased through the EKKE Platform, whether sold by EKKE or third-party Sellers listed on the Platform.

Returns and refunds shall be governed by the respective product category rules displayed on the product detail page and applicable Seller policy, provided such Seller policy is not inconsistent with this Policy.

EKKE reserves the right to modify, amend, or withdraw any portion of this Policy at its sole discretion, with all changes effective upon publication on the Platform.

Return Eligibility

You may request a replacement or exchange only within the period specified on the respective product page (“Exchange & Replacements”). We offer replacements only if you receive a defective or damaged product, are sent the wrong item, or require a size exchange (subject to the product’s specific policies).

To be eligible, the product must be unused, unwashed, undamaged, and returned in its original packaging, with all labels, tags, accessories, and documentation intact.

Returns shall not be accepted for the following categories:

• Innerwear, lingerie, swimwear, beauty and cosmetic products;
• Perishable, consumable, or hygiene-sensitive goods;
• Customised, personalised, or made-to-order products;
• Altered garments, limited to those items which have been custom-made to specific measurements;
• Items marked as “Non-Returnable” or “Final Sale” on the product page; and
• Products damaged due to misuse, negligence, improper handling, or lack of care by the Buyer.

EKKE reserves the right to verify eligibility and refuse any return request that does not meet the above conditions.

How to Raise a Return / Exchange

Returns or exchanges must be initiated through the ‘Contact Us’ section on your registered EKKE account within the applicable Return Window.

You must confirm that the product meets the return eligibility requirements and specify the reason for return (e.g., wrong item, damaged product, size issue, or other valid reason).

EKKE or its authorised logistics partner will arrange pickup from the original delivery address, subject to service availability.

In case pickup is unavailable, you may be asked to self-ship the product to EKKE’s designated Return Centre.

EKKE will not be responsible for any loss or damage to self-shipped returns in transit and recommends using a trackable courier service.

Quality Check and Rejection

All returned products undergo a Quality Check (QC) upon receipt at EKKE’s warehouse or Seller’s facility.

A return shall be rejected if: (a) the product shows signs of wear, use, washing, tampering, or damage; (b) tags, labels, or accessories are missing; (c) the packaging is incomplete or inconsistent with the original condition; or (d) the product is counterfeit, a non-EKKE item, or not matching the order.

If a return fails QC, the same product will be re-shipped back to the Buyer.

If the Buyer refuses re-delivery or fails to receive the rejected return, EKKE shall not be liable for any refund, replacement, or loss thereafter.

EKKE’s QC findings shall be final and binding for refund or rejection determination.

Refunds

Refunds are processed only after successful Quality Check (QC) or confirmed order cancellation (before dispatch).

Refunds will be credited to the original payment method wherever feasible. If that channel is unavailable or expired, EKKE may request verified bank details for NEFT/IMPS transfer.

For Cash-on-Delivery (COD) orders, refunds are made only via electronic transfer to the Buyer’s verified bank account.

Refunds are usually initiated within seven (7) to ten (10) working days from QC approval or cancellation confirmation. Timelines for bank credit depend on the Buyer’s bank, card issuer, or payment gateway.

All refunds are conditional upon adherence to EKKE’s Terms of Use, this Policy, and anti-fraud and security checks.

Refunds are not payable for products rejected during QC, uncollected re-shipments, or orders cancelled for Buyer default (e.g., wrong address, refusal to accept delivery).

In rare cases where a refund cannot be processed to the original payment method for technical or regulatory reasons, EKKE may issue EKKE Credits of equivalent value, usable for future purchases.

Refund Timelines

Once a return request has been approved and the product has successfully cleared EKKE’s Quality Check (QC), or in cases of order cancellation prior to dispatch, the applicable refund shall be initiated by EKKE within seven (7) to ten (10) working days from such approval or confirmation.

The actual time for the credit to reflect in your account may vary depending on the mode of payment, issuing bank, card network, or payment gateway used. EKKE shall not be responsible for any delay attributable to banking or external processing systems.

Refunds for Cash-on-Delivery (COD) orders will be made only via electronic transfer to your verified bank account in accordance with EKKE’s internal verification and refund procedures.

EKKE shall notify you by email, SMS, or in-app alert once the refund has been initiated, along with the reference details provided by the payment processor or bank.

Exchanges

Exchange requests are permitted only for categories where “Exchange Available” is explicitly shown on the product page.

Exchanges are allowed once per order and are subject to size, colour, or stock availability.

If the requested exchange item is unavailable, EKKE will process a refund in accordance with Clause 5.

Once an exchange is completed, the exchanged product is not eligible for further return or refund, except where it arrives defective or damaged.

EKKE reserves the right to restrict exchange privileges for repeated or abusive exchange requests.

Order Cancellations

Where multiple items form part of a single order, returns may be initiated for eligible products individually.

Refunds will be issued proportionately for only those items successfully returned and cleared through QC.

If a promotional discount or voucher applied to the order becomes inapplicable after partial return, EKKE may adjust the refund amount to reflect the revised order value.

Shipping or handling charges, if any, are non-refundable unless the return is due to EKKE’s or the Seller’s error.

In case of such cancellation, any amount paid will be refunded in accordance with Clause 5, and the Buyer will be notified promptly by email, SMS, or app notification.

Partial Returns

In case of multiple products purchased under a single order, you may initiate a return for any eligible product individually, provided it falls within the applicable return window and meets the return eligibility criteria stated in this Policy.

Refunds will be processed only for those items actually returned and approved after EKKE’s Quality Check (QC) verification. Partial returns do not automatically qualify for full order refunds.

Where partial return or cancellation reduces the order value below an offer or discount threshold, EKKE reserves the right to recalculate or adjust the applicable discount or benefit before processing the final refund.

Offers, Credits & Adjustments

If a return or cancellation causes the order value to fall below the minimum threshold required for any discount, offer, promotional code, voucher, or EKKE Credit, the benefit shall be reversed or proportionately adjusted at EKKE’s discretion.

EKKE Credits, loyalty points, vouchers, or promotional codes are non-transferable and non-encashable and can be used only on the registered account from which they were issued.

Misuse, abuse, or attempted manipulation of EKKE Credits, including creation of multiple or dummy accounts to exploit offers, shall result in immediate forfeiture of such credits and may lead to account suspension or permanent deactivation in accordance with EKKE’s Terms of Use.

Refunds for Credits, Vouchers & Gift Cards

Where payment was made in full or in part using EKKE Credits, Gift Cards, or promotional Vouchers, refunds (if applicable) will be issued only in the same form of payment originally used, and shall not be exchanged for cash or any external payment method.

Such Credits or Vouchers shall retain their original expiry period and terms of use; no extension or conversion into cash shall be permitted under any circumstance.

If a return results in an adjusted order value that invalidates an offer or voucher used, EKKE may deduct the corresponding discount value prior to issuing the refund.

Reverse Pickup & Self-Shipping

EKKE or its logistics partners will arrange reverse pickup for eligible return requests where the service is available at your location.

In locations where reverse pickup is unavailable, you will be required to self-ship the item(s) to the designated EKKE Return Centre, as communicated by Customer Support at the time of approval.

All self-shipped returns must include the original invoice, order number, and registered contact details to facilitate refund processing.

EKKE recommends using a trackable courier service for self-shipping, as EKKE shall not be liable for loss or damage of any parcel in transit. Refunds for self-shipped items will be processed only after receipt and successful QC verification.

Altered or Customised Products

Products that have been altered through EKKE’s authorised Alteration Services, or that are custom-made, tailored, or personalised, are strictly non-returnable and non-refundable, except where delivered damaged or defective prior to alteration.

Buyers are advised not to avail alteration services if they intend to return or exchange the product thereafter, as alteration constitutes acceptance of the product’s condition.

EKKE disclaims responsibility for fit or comfort issues after alteration, since such services are performed to the Buyer’s measurements or sample garment.

Open Box Delivery Returns

In select pin codes and eligible product categories, EKKE provides an Open Box Delivery option, enabling you to inspect the item at the time of delivery before acceptance.

If the product or any component is missing, damaged, defective, or different from the order placed, you must immediately refuse acceptance and request the delivery partner to take it back.

For prepaid orders, the refund will be initiated automatically to the original payment source within standard timelines. For Cash-on-Delivery (COD) orders, the delivery partner shall process an on-the-spot refund upon pickup reversal confirmation.

Once you accept delivery under Open Box inspection, the order shall be deemed completed, and subsequent return claims for visible issues will not be entertained.

Excessive Returns & Abuse

EKKE monitors return and exchange behaviour to detect patterns of excessive, fraudulent, or abusive activity. EKKE may, at its discretion, restrict services, disable Cash-on-Delivery (COD), or impose a Platform Fee on accounts showing unusually high return or cancellation ratios.

Repeated misuse of offers, promotional benefits, or Credits, or submission of false or manipulated return claims, may result in account suspension or permanent termination, without prejudice to EKKE’s other rights under law.

EKKE reserves the right to recover losses or costs incurred due to fraudulent or abusive conduct, including through set-off against pending refunds or EKKE Credits.

Delivery-Related Refund Claims

Claims relating to non-receipt, non-delivery, or delivery discrepancies (including signature verification or proof of delivery issues) must be raised with EKKE within five (5) days from the delivery date shown on the Platform.

Failure to notify EKKE within this period shall be construed as deemed delivery, and EKKE shall not be liable to investigate or process refunds thereafter.

Delivery claims raised beyond this period may be considered only at EKKE’s discretion, subject to proof of non-delivery or internal verification from logistics partners.

Defective Products & Warranty Claims

Products that are defective, damaged, or malfunctioning upon delivery may be returned or replaced under this Policy, subject to verification by EKKE or the Seller.

Certain products (e.g., electronics, appliances, or branded items) may carry a manufacturer’s warranty, which governs repair or replacement after delivery. Such warranty claims must be raised directly with the manufacturer or its authorised service centre.

EKKE may assist you in coordinating warranty support where possible but assumes no liability for the manufacturer’s service performance or warranty obligations.

If a product is found to be counterfeit or non-genuine following investigation, EKKE will process a full refund and take appropriate action against the Seller.

Return Shipping Responsibility

For products eligible for return pickup, EKKE’s authorised logistics partner will attempt up to two (2) scheduled pickups. Failure to hand over the item during these attempts may result in closure of the return request.

If you self-ship a return, you are responsible for ensuring the package is securely packed, correctly addressed, and shipped using a reliable courier with tracking. EKKE is not responsible for lost or damaged parcels in transit.

If a self-shipped return fails EKKE’s Quality Check, the Buyer will bear the cost of re-shipping the rejected item.

Governing Law, Jurisdiction & Contact Information

This Policy shall be read together with and forms an integral part of EKKE’s Terms of Use, which govern all matters relating to interpretation, governing law, and jurisdiction. All disputes arising under or in connection with this Policy shall be resolved in accordance with the provisions set out in the Terms of Use.

For any questions, assistance, or grievances relating to returns, refunds, or cancellations, you may reach out to EKKE’s Customer Support or Grievance Officer through the communication channels specified in the Terms of Use and on the Contact Us page of the Platform.

Complaints shall be acknowledged within forty-eight (48) hours and responded to or resolved within thirty (30) days, in compliance with the Consumer Protection (E-Commerce) Rules, 2020.

This Policy is to be read together with EKKE’s Terms of Use and Privacy Policy.

EKKE Exchange and Cancellation Terms

• Full or partial cancellation is available within 24 hours; the amount will be refunded back to source. Post 24 hours, there will be no option to cancel the order.
• No Return is available for any products, only replacement.
• Product can only be replaced if there is a defect, wrong shipment, or size exchange. Size exchange is subject to availability and the policy differs with each brand, and will not be possible in custom sizes. Each product has a different replacement window; a replacement request must be raised within that time frame. The replacement window will be mentioned in “Delivery, Return and Exchange Policy” on the product page, and next to the product in the “Orders” section. Post this period, the particular product in the order will show as “Replacement window closed”.
• If there is a damage / defect / wrong shipment and we are not able to replace the product for whatever reason, we will refund the customer back to the source account (source account / store credit – decision WIP).