Before requesting a change
EkomX is a platform of Pips Capitals PVT LTD. Locate the order number, item, seller, payment method, current order status and reason for the request. Provide photographs or other relevant evidence when the issue concerns damage, an incorrect item or a material difference from the listing.
Do not send passwords, OTPs or complete card details. A request should be made through the order or support channel so it can be connected to the correct seller, payment and shipment records.
Order cancellation
Request cancellation as early as possible. An unprocessed order may be easier to cancel, while an order already packed, booked or handed to a courier may no longer support ordinary cancellation and may need a delivery refusal or return process.
A cancellation is not complete until its status is confirmed. Sellers must not mark an order cancelled while still dispatching it, and customers should not assume that closing a browser or payment screen cancelled an order.
Return eligibility
Eligibility depends on the product, listing disclosures, condition, delivery event, reason, applicable seller terms and consumer rights. The product should normally be kept with its packaging, included items and proof of delivery until instructions are provided.
Perishable, personalized, hygiene-sensitive, digital, damaged-after-delivery or otherwise restricted products may require different handling. A restriction does not remove a remedy that must be provided for defective, unsafe, counterfeit or materially misdescribed goods under applicable law.
Damaged, missing or incorrect goods
Report visible damage, missing components, wrong items or material listing differences promptly with the order reference and clear evidence. Keep the parcel, label and packaging available while the seller, courier or support team reviews the issue.
The review may compare listing information, packing records, shipment weight, delivery status and submitted evidence. The available resolution may include replacement, return, partial adjustment or refund depending on the verified circumstances.
Pickup and return shipping
Where reverse pickup is available, the customer must provide an accessible address, contact details and the prepared parcel. Serviceability and pickup timing depend on the courier; no fixed collection window is promised by this draft.
If reverse pickup is unavailable, support should explain any permitted self-ship process before the parcel is sent. Keep the receipt and tracking reference; do not send a return to an unconfirmed address.
Refund method and timing
An approved refund should be sent through the supported method connected to the transaction, such as the original payment route or another clearly agreed platform method. COD and failed-payment cases may require verified payout details.
Processing time depends on approval, return status, payment provider and bank processing. The account or support response should provide the status and available reference rather than promise an instant credit or a fixed number of days that has not been approved.
Shipping charges and partial resolutions
Whether original or return shipping charges are refunded depends on why the order is being resolved, what was disclosed, provider charges and applicable rights. A seller-caused error should not be treated the same as a discretionary change of mind.
For multi-item orders or a defect affecting only part of an order, a proportionate replacement, adjustment or partial refund may be proposed. The calculation and affected items should be shown clearly before the case is closed.
Disputes and escalation
If the first response does not resolve the issue, reply with the order reference, prior case reference and specific disagreement. EkomX may review information from the customer, seller, payment provider and courier to facilitate an operational resolution.
Nothing in this draft removes rights or complaint channels available under applicable consumer law. Keep communication factual and do not submit altered evidence, duplicate refund claims or charge disputes known to be false.
Policy status and contact
The final published policy should state its effective date and any product-specific return windows or exclusions. Until those details are approved, the order record and a written support response should be used for case-specific guidance.
Use Contact EkomX below and include the order number, registered contact and issue summary. This detailed operational draft requires legal review before publication as the final refund and cancellation policy.