Returns, Refund & Order Cancellation Policy

Effective Date: 11 August 2026
Website: ecotika.in
Brand: Ecotika

This Returns, Refund & Order Cancellation Policy explains the conditions under which orders placed through ecotika.in may be cancelled, returned, replaced or refunded.

By placing an order on ecotika.in, the customer agrees to the terms of this Policy.

This Policy should be read together with Ecotika’s Terms & Conditions, Shipping Policy and Privacy Policy.

1. Orders Once Placed Are Not Cancellable

Once an order has been successfully placed and accepted by Ecotika, the order cannot ordinarily be cancelled by the customer.

This applies even if the order has not yet been dispatched.

Customers should therefore carefully verify:

  • Products selected
  • Quantity
  • Delivery address
  • Recipient name
  • Mobile number
  • Email address
  • Other order details

before completing the purchase.

Ecotika may, at its sole discretion, cancel an order in exceptional circumstances such as product unavailability, pricing or technical errors, suspected fraudulent activity, inability to service the delivery location, or other circumstances that make fulfilment impracticable.

Nothing in this section is intended to restrict any cancellation, withdrawal or other right that may mandatorily be available to a consumer under applicable law.

2. Returns Are Not Accepted Merely Because the Customer Changes Their Mind

Ecotika generally does not accept returns solely because a customer:

  • Changed their mind;
  • No longer requires the product;
  • Ordered the wrong product;
  • Ordered an incorrect quantity;
  • No longer wants the product;
  • Ordered by mistake; or
  • Has otherwise changed their purchasing decision.

Because Ecotika’s products may be packed, processed and dispatched specifically against individual customer orders, customers should carefully review their order before placing it.

This restriction does not affect any mandatory rights or remedies available under applicable law.

3. Orders Returned to Ecotika by the Carrier

Sometimes a shipment may be returned to Ecotika by the carrier without the customer having caused the return.

Examples may include:

  • Carrier operational failure;
  • Transportation disruption;
  • Incorrect carrier handling;
  • Delivery-network issues;
  • Certain circumstances beyond the customer’s control;
  • Other carrier-related circumstances not attributable to the customer.

Where Ecotika reasonably determines that an order was returned without fault or omission attributable to the customer, Ecotika will make reasonable efforts to resupply the order.

4. Resupply Where the Customer Is Not at Fault

Where an order is returned to Ecotika without fault attributable to the customer:

Ecotika will ordinarily resend the order to the customer through the same or another suitable carrier without charging the customer an additional shipping or transportation amount for the reshipment.

Ecotika may select a different carrier or transportation method for the second attempt.

The customer will not be required to pay an additional amount merely because Ecotika has chosen to resend the order.

The resupply will be subject to product availability and serviceability of the delivery address.

5. Returns Attributable to the Customer

If an order is returned because of a reason attributable to the customer, the order will be treated differently.

Customer-attributable reasons may include, without limitation:

  • Incorrect or incomplete delivery address;
  • Incorrect PIN code;
  • Incorrect mobile number;
  • Customer being repeatedly unavailable to receive the shipment;
  • Customer refusing to accept the shipment;
  • Customer instructing the carrier not to deliver;
  • Failure to respond to reasonable carrier communications;
  • Failure to cooperate with delivery requirements;
  • Failure to collect the shipment where collection is required;
  • Providing materially incorrect recipient information;
  • Any other act or omission of the customer that results in failure of delivery.

In such circumstances, Ecotika may, at its discretion, offer the customer either:

A. Resupply

Ecotika may resupply the order after receiving payment of the additional transportation and other reasonable costs applicable to the second delivery attempt.

OR

B. Refund

Where Ecotika agrees to issue a refund, the refund amount may be calculated after deducting the costs and charges that Ecotika has actually incurred in connection with the order and its return.

6. Deductions From Refunds for Customer-Attributable Returns

Where a refund is approved for an order returned for reasons attributable to the customer, Ecotika may deduct, to the extent legally permissible and actually incurred:

  • Original transportation/shipping charges incurred by Ecotika;
  • Return transportation charges incurred by Ecotika;
  • Payment processing charges;
  • Transaction or gateway charges;
  • Packaging or handling costs that cannot reasonably be recovered;
  • Carrier return-to-origin charges;
  • Reshipment or transportation charges already incurred;
  • Other direct third-party charges incurred by Ecotika in processing, transporting, returning or refunding the order.

Accordingly, the amount refunded may be less than the original amount paid by the customer.

Ecotika will not deduct amounts that it is legally prohibited from deducting.

Where practicable, Ecotika may communicate the applicable deductions before processing the refund.

7. Return-to-Origin (RTO)

A shipment may be classified as Return to Origin (RTO) when the carrier is unable to deliver the shipment and returns it to Ecotika.

An RTO does not automatically mean that Ecotika will issue a full refund.

Ecotika will first determine the reason for the RTO.

If the RTO was not attributable to the customer:

Ecotika may resend the order through the same or another carrier without additional shipping charges to the customer, subject to product availability and serviceability.

If the RTO was attributable to the customer:

Ecotika may offer:

  • Resupply at the customer’s additional cost; or
  • A refund after deduction of applicable costs and charges incurred by Ecotika.

8. Damaged Products

Customers should inspect the outer package when receiving a shipment where reasonably possible.

If a package appears materially damaged, opened, tampered with or otherwise compromised, the customer should:

  1. Take photographs or video of the package;
  2. Preserve the original packaging;
  3. Record any relevant delivery information;
  4. Contact Ecotika as soon as reasonably possible.

Ecotika may request photographs, videos, packaging information, delivery records or other information reasonably necessary to investigate the matter.

Where damage is established as having occurred during transportation or due to circumstances for which Ecotika is responsible, Ecotika will assess the appropriate remedy in accordance with applicable law and the circumstances of the case.

9. Wrong Product or Incorrect Quantity

If Ecotika sends:

  • A product different from the product ordered; or
  • A materially incorrect quantity,

the customer should contact Ecotika promptly after receiving the order.

Ecotika will investigate the issue using the order record, packing information, shipment details and other relevant information.

Where the error is attributable to Ecotika, Ecotika will take reasonable steps to correct the error, which may include replacement, resupply, refund or another appropriate remedy, subject to applicable law.

10. Defective or Non-Conforming Products

If a product is received in a defective condition or materially does not conform to the product description or order, the customer should contact Ecotika promptly.

The customer may be asked to provide:

  • Order number;
  • Photographs;
  • Videos;
  • Product details;
  • Batch information;
  • Packaging information;
  • Description of the issue; and
  • Other information reasonably required for assessment.

Ecotika will evaluate the complaint and determine the appropriate remedy in accordance with the circumstances and applicable law.

Where a replacement or refund is required under applicable law, Ecotika will provide the applicable remedy.

11. Products That Have Been Opened or Used

Unless otherwise required by applicable law, Ecotika may refuse a return where a customer has:

  • Opened the product;
  • Used the product;
  • Altered the product;
  • Contaminated the product;
  • Damaged the product;
  • Removed required packaging or identification;
  • Mixed the product with other materials; or
  • Otherwise changed the condition of the product after delivery.

This is particularly relevant for products where opening or use affects product integrity, safety, quality or resaleability.

This restriction does not apply where applicable law requires Ecotika to provide a remedy.

12. Refund Eligibility

A refund may be considered where:

  • Ecotika cancels an order;
  • Ecotika is unable to fulfil an accepted order;
  • A refund is otherwise agreed by Ecotika;
  • A product is materially defective or incorrect and refund is determined to be the appropriate remedy;
  • A refund is required under applicable law; or
  • A customer-attributable return is accepted for refund under this Policy.

A refund is not automatically payable merely because an order was returned by the carrier.

The reason for the return will be considered before determining the appropriate remedy.

13. Refund Amount

Where a full refund is applicable, Ecotika will refund the amount properly refundable under the circumstances.

Where deductions are permitted under this Policy, the refund will be calculated after deducting applicable amounts actually incurred by Ecotika.

For customer-attributable returns, such deductions may include the original and return transportation costs, payment processing charges and other directly incurred charges, as described above.

Where the law requires a different treatment, the applicable legal requirement will prevail.

14. Refund Processing

Once Ecotika determines that a refund is appropriate, the refund will ordinarily be initiated through the payment method or payment mechanism used for the original transaction, where technically possible.

The time taken for the amount to appear in the customer’s account may depend on:

  • Payment gateway;
  • Bank;
  • Card issuer;
  • UPI provider;
  • Financial institution; or
  • Other payment service provider.

Ecotika does not control the processing time of external financial institutions.

15. Payment Processing Charges

Where a refund is being provided for a customer-attributable return or other circumstance in which deductions are permitted, payment processing, transaction or gateway charges actually incurred by Ecotika may be deducted from the refundable amount, to the extent permitted by applicable law.

16. Transportation Charges

Although Ecotika’s standard domestic shipping cost is included in the price paid by the customer and no separate standard shipping fee is charged at checkout, transportation still represents an actual cost incurred by Ecotika.

Accordingly, where an order is returned for reasons attributable to the customer and a refund is approved, Ecotika may deduct the applicable transportation costs actually incurred, including:

  • Original transportation cost;
  • Return-to-origin transportation cost; and
  • Other directly related carrier charges.

This provision does not apply where applicable law requires Ecotika to bear such costs.

17. Resupply After Customer-Attributable Return

If the customer chooses resupply instead of a refund after a customer-attributable return, Ecotika may require payment of the additional costs associated with the new shipment before resupply.

Such costs may include:

  • Transportation charges;
  • Return-to-origin charges;
  • Additional carrier charges;
  • Handling charges;
  • Other reasonable direct costs associated with the additional delivery attempt.

Ecotika will communicate the applicable amount to the customer before proceeding where practicable.

18. Resupply After Non-Customer-Attributable Return

Where an order has been returned without fault attributable to the customer, Ecotika will ordinarily attempt to resend the order without additional transportation charges to the customer.

Ecotika may select another carrier or transportation method to improve the likelihood of successful delivery.

No additional charge will be imposed merely because the shipment is being resent due to a delivery failure not attributable to the customer.

19. Customer Responsibility for Delivery Information

The customer is responsible for providing accurate:

  • Name;
  • Address;
  • PIN code;
  • Mobile number;
  • Email address; and
  • Other information required for delivery.

If incorrect or incomplete information causes a shipment to be returned, the return may be treated as customer-attributable.

20. No Cash Refund

Unless expressly required by applicable law or agreed by Ecotika, refunds will not ordinarily be provided in physical cash.

Refunds will generally be processed through the original payment method or another legally and operationally appropriate method.

21. Order-Specific Assessment

Every return, replacement or refund request will be assessed based on the circumstances of the particular order.

Ecotika may consider:

  • Order records;
  • Payment records;
  • Shipping records;
  • Carrier tracking information;
  • Delivery attempts;
  • Customer communications;
  • Photographs or videos;
  • Product condition;
  • Packaging condition;
  • Reason for return;
  • Applicable costs; and
  • Applicable legal requirements.

Ecotika may request reasonable evidence where necessary to determine responsibility for a return or product issue.

22. Each Order Is a Separate Contract

Each order placed and accepted through ecotika.in is treated as a separate transaction and separate contract.

A return, refund, cancellation, delivery failure or dispute relating to one order does not automatically affect another order placed by the same customer.

Where multiple orders are combined into one physical shipment for logistical convenience, each order continues to be treated as a separate transaction unless expressly agreed otherwise.

23. Force Majeure

Ecotika shall not be responsible for failure or delay in processing returns, replacements, resupply or refunds where such failure or delay results from circumstances beyond its reasonable control.

Such circumstances may include:

  • Natural disasters;
  • Floods;
  • Earthquakes;
  • Cyclones;
  • Severe weather;
  • Fire;
  • Epidemics or pandemics;
  • War;
  • Civil unrest;
  • Strikes;
  • Transportation disruptions;
  • Government restrictions or directions;
  • Regulatory action;
  • Infrastructure failure;
  • Payment-system failure;
  • Cyber incidents beyond reasonable control; or
  • Other circumstances beyond Ecotika’s reasonable control.

Ecotika will make reasonable efforts to resume normal processing as soon as practicable.

24. No Waiver of Mandatory Consumer Rights

Nothing in this Policy is intended to exclude, restrict or waive any right, remedy or protection that cannot legally be excluded or waived under applicable Indian law.

Where applicable law provides a customer with a mandatory right to cancellation, return, replacement, refund or other remedy, that legal right will prevail over any inconsistent provision of this Policy.

25. Contact Us

For any return, replacement or refund enquiry, customers should contact Ecotika through the contact information published on ecotika.in.

Customers should provide:

  • Order number;
  • Name;
  • Registered mobile number or email;
  • Description of the issue; and
  • Relevant photographs, videos or other supporting information where applicable.

Ecotika will review the request and communicate the appropriate next steps.

26. Changes to This Policy

Ecotika may update this Returns, Refund & Order Cancellation Policy from time to time to reflect:

  • Changes in business practices;
  • Changes in payment systems;
  • Changes in logistics arrangements;
  • Changes in applicable laws;
  • Changes in product categories; or
  • Other operational requirements.

The latest version will be published on ecotika.in with its effective date.

27. Governing Law

This Policy shall be governed by and interpreted in accordance with the applicable laws of India.

Nothing in this Policy is intended to limit any mandatory consumer protection or other legal rights applicable to a customer.

Ecotika’s Return & Refund Commitment

Orders once placed cannot ordinarily be cancelled by the customer.

If an order is returned to Ecotika without any fault attributable to the customer, Ecotika will make reasonable efforts to resend the order through the same or another suitable carrier without any additional shipping cost to the customer.

If an order is returned because of a reason attributable to the customer, Ecotika may offer the customer:

1. Resupply — with the additional transportation and other applicable direct costs payable by the customer; or

2. Refund — after deduction of applicable transportation costs, return-to-origin costs, payment processing charges and other directly incurred charges that Ecotika is legally permitted to deduct.

Ecotika will make reasonable efforts to resolve genuine product and delivery issues fairly and efficiently.

Nothing in this Policy limits any mandatory right or remedy available to a customer under applicable Indian law.

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