Returns, Refunds & Cancellations

1. Cancelling an order

You can cancel your order free of charge before it is dispatched on our Return & Cancel page (order number + email, no account needed), or email / WhatsApp us with your order number. Once an order has been handed to the courier it can no longer be cancelled, but you may still use the return options below.

2. Damaged, leaking or wrong item

If your parcel arrives damaged, the bottle is leaking, or you received the wrong fragrance, contact us within 48 hours of delivery with clear photos (or an unboxing video) of the product, box and shipping label. After a quick check we will send a free replacement or issue a full refund, including shipping, whichever you prefer.

3. Returns of unopened boxes

If the box has not been opened (cellophane seal intact, product unused, in its original packaging) you can return it within 7 days of delivery. Once the parcel reaches us and passes inspection, your refund is processed within 3 to 5 business days. Return shipping is paid by the customer unless the return is due to our error.

Once the box is opened, the product cannot be returned or refunded. The only exception is an item that arrives damaged, leaking or wrong (section 2), which is why we ask you to record an unboxing video.

4. What cannot be returned

• Any product whose box has been opened, or that has been sprayed or used, for hygiene and safety reasons. No return and no refund.
• Products without the original box or with a broken seal (unless they arrived that way, see section 2).
• Change of mind about the scent after opening. If you are unsure, our team is happy to guide you before you buy.
• Gift cards, sample sets and items bought on final sale.

5. How to raise a request

1. Open our Return & Cancel page and enter your order number and the email you ordered with. No account is needed.
2. Choose cancel, damaged / wrong item, or return of an unopened box, select the product and upload photos where relevant.
3. Prefer email? Write to customersupport@ekamiperfumes.com or message us on +91 8570007546 with your order number and the reason.
4. We reply within 24 to 48 hours with the next steps and, for returns, a pickup or return address.

6. Refund timelines

Refunds go to the original payment method (card, UPI, net banking or wallet) through Razorpay within 3 to 5 business days: for a returned box, from the day it reaches us and passes inspection; for cancellations and damaged items, from approval. Your bank may take a few extra days to show the credit. We email you the refund reference once it is processed, and you can check the status any time on the Return & Cancel page.

7. Undelivered orders

If an order is returned to us because the address was incomplete, the recipient could not be reached or the parcel was refused, we refund the order value minus the forward and return shipping charges. Alternatively we can reship it once the extra shipping cost is paid.