Cancellation & Refund Policy

Primacy Global Enterprises Private Limited (PGEPL) believes in helping its customers as far as possible and has, therefore, a liberal cancellation policy.
 How do I cancel an order on www.ekamonline.com?
If unfortunately, you have to cancel an order, please do so within 24 hours of placing the order.It is NOT possible to cancel part of your order. We recommend you cancel the entire order and re-purchase required quantity to simplify the transaction.
For outright cancellations by you:
-     If you cancel your order before your product has shipped, we will refund the entire amount subject to deduction of charges if any.
If the cancellation is after your product has shipped:
-    If you received the product, it will be eligible for replacement, only in cases where there are defects found with the product.

What are the cancellation charges?

All cancellations are subject to a cancellation charge/bank transaction charge of 2.5% of your total order value. 

Can the company cancel the order? 

Yes, there are circumstances when the company might have to cancel a particular order.
  1. Your receipt of an electronic or other form of order confirmation does not signify our final acceptance of your order and www.ekamonline.com reserves the right at any time after the receipt of your order to accept or decline your order for any reason
  2. Although our online stock inventory is programmed to update automatically, www.ekamonline.com reserves the right at any time after receipt of your order, to inform you via telephone or email or mobile text about a shortfall in the quantity you ordered of any item. In all such cases, we have the right to either supply you less than the quantity you ordered or cancel your order with prior notice to you.

Refund Policy:

Refunds will be made (i) within 14 working days from the date of receipt of returned goods if the order is already shipped (ii) within 14 working days from the date of cancellation of the order if the order is not yet shipped.
In a case of complaints regarding the products which are eligible for return as per our policy, you may return the product unused, and in the same condition as you received it, in its original packaging along with original tags, for an exchange, within 7 days from the date on which these goods are delivered. The customer should bear the return shipping charges. The exchanged product will be sent free of cost once the returned product is received at our end.

What if the product is received in damaged condition?

In the unlikely event that any product you have ordered from us is not received in good condition, is damaged or defective or if the package/product is tampered with or damaged before delivery, the customer shall make sure to open the package in front of the delivery person and return the package to the delivery person. Also, please call our customer care no +91 (0)824-2889129 or email us at customercare@ekamonline.com mentioning your Order ID. If possible, please take a photograph of the package and email us for reference.
 We will personally ensure that a brand new replacement is issued to you at no additional cost after we receive the damaged product back.

At what conditions is the product NOT eligible for Returns?

Apart from condition reserved herein above, the following products shall not be eligible for return or replacement, viz:
  1. Any product that is returned without all original packaging and accessories, including the retail box, manuals, cables, and all other items originally included with the product at the time of delivery;
  2. Any product without a valid, readable, untampered serial number, including but not limited to products with missing, damaged, altered, or otherwise unreadable serial number.

Which are the product categories eligible for Returns?

  1. Any product under Accessories category is eligible for returns before use

Provided the above 1 product category can be returned within 14 days from the date on which these goods are delivered.

Which are the product categories NOT eligible for Returns?

Any product under Candles, Flameless Fragrances and Gifts/Gift Sets is NOT eligible for returns/refund.