Returns & Refunds Policy

Our returns policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it — unused, with any packaging intact. You'll also need your receipt or order confirmation as proof of purchase.

To start a return, please contact us at hello@ekraqm.com.

If your return is accepted, we'll send you instructions on how and where to send your package. Items sent back without first requesting a return will not be accepted.

Return postage costs are the responsibility of the customer. We recommend using a tracked service, as we cannot accept responsibility for items lost in transit on their way back to us. Original delivery charges are non-refundable.

For any return questions, contact us at hello@ekraqm.com.

Damages and issues

Please inspect your order as soon as it arrives. If your item is damaged, defective, or incorrect, contact us immediately at hello@ekraqm.com with your order number and a photo so we can make it right.

Non-returnable items

The following items cannot be returned:

• Sealed surprise bags (Raqmi Surprise Bag, Eid Surprise Bag) once opened — the surprise is part of the product
• Sale items
• Gift cards

If you're unsure whether your item is eligible for return, please get in touch before sending anything back.

Exchanges

The quickest way to get the item you want is to return the original item and, once the return is accepted, place a new order separately.

Refunds

Once we've received and inspected your return, we'll let you know whether your refund has been approved. If approved, you'll be refunded to your original payment method within 10 working days. Please allow additional time for your bank or card provider to process the payment.

If more than 15 working days have passed since your refund was approved, please contact us at hello@ekraqm.com.