Refund Policy

At Ekamjot Traders Limited we aim to resolve all issues fairly and in line with New Zealand consumer guarantees Our main focus is to repair or replace your item where there is a genuine problem Refunds are only offered in limited situations where this is the right and reasonable outcome

1. How refunds fit into our service

When something goes wrong with a product you have bought from us we usually follow this order
  • First option repair the item where this is safe and practical
  • Second option replace the item if the same fault keeps coming back or the fault is major
  • Third option in special situations where repair or replacement is not appropriate or possible we may offer a refund
We do not offer general refunds for change of mind

2. Faulty products and refunds

If your item has a manufacturing fault or arrives damaged
  • You should contact us within 24 hours of delivery
  • We will assess the issue and normally try to repair or replace the item first
A refund may be considered where
  • There is a big or major fault and the product cannot be repaired within a reasonable time or
  • A replacement is not suitable or not possible
These decisions are made case by case in line with New Zealand consumer law

3. Change of mind and refunds

We are a specialist store with carefully selected harmoniums tablas carrom boards and audio equipment For that reason we do not run a general change of mind refund programme
  • We do not offer refunds simply because you change your mind after purchase
  • If the product is unused unopened and in resaleable condition we may at our discretion offer an exchange only rather than a refund
  • If an item has already been shipped and you still wish to return it for change of mind any agreement to take it back may involve a 20% restocking fee plus all shipping costs which are normally your responsibility
If you are unsure about which product is right for you please contact us before you buy so we can guide you

4. Custom and special orders

Custom and special orders include instruments or products that are brought in or built to your specific request such as special models colours tunings or brands outside the normal listed range
  • A 50% deposit is required to confirm a custom or special order
  • Once confirmed and the deposit is paid custom and special orders are generally non refundable and non returnable for change of mind
  • If there is a genuine fault with a custom item we will still handle it by repair replacement or in rare cases refund in line with New Zealand consumer guarantees

5. Incorrect items and courier issues

If we send you the wrong item by mistake we will put this right
  • We will cover the reasonable costs of correcting our error including return shipping where required
  • In most cases we will replace the item with the correct product
If an item is lost by the courier or in our process
  • We work with the courier to investigate the missing parcel
  • Once confirmed as lost we arrange a replacement subject to stock availability
Refunds in these situations are only considered where a replacement is not appropriate or not possible

6. How to talk to us about a refund

If you believe you may be entitled to a refund or you want to discuss a problem with your order please contact us directly Please share your name contact number proof of purchase and a clear description of the issue We will discuss the situation with you and explain whether repair replacement exchange or in special cases refund is the right solution Our goal is always to act honestly fairly and in a way that respects both our customers and our responsibilities under New Zealand consumer law