How can we help?

Find Akekart's delivery, returns, refund, payment and account policies — and answers to common dispute questions. If you still need help, raise a request and a person will review it.

Raise a request My tickets

Policies

Delivery

Delivery timelines are shown on the product page and at checkout, and depend on the seller and your location.
You can follow an order from My Orders → Track order. The timeline reflects your order's recorded status; exact in-transit times come from the courier near delivery.
If a delivery is late, missing, or wrong, raise a Delivery issue ticket with the order number.

Returns & Refunds

A return can be requested once an order is delivered. Open the order and use "Return / Refund".
Every return request is reviewed against the item's return policy and order status — returns are not auto-approved.
If a return is approved, a pickup is arranged; keep the item in its original condition and packaging.
Once a return is received and checked, any eligible refund is processed to your original payment method.

Payments

Akekart accepts COD (where eligible), Wallet, Coins, and UPI / card via a secure payment provider.
You are only ever charged the amount shown at checkout — the order total is recalculated server-side before payment.
For an incorrect charge or a payment that failed but was debited, raise a Payment issue ticket with the order number.

Damaged or counterfeit items

If an item arrives damaged, defective, or is not as described, raise a ticket under "Damaged item" or "Counterfeit / not as described".
Describe the issue clearly — support will ask for photos by reply if they are needed for the review.
Counterfeit reports are taken seriously and are reviewed against the seller's listing.

Seller issues

Each product page shows the seller and their verification status; you can view a seller's storefront from the product page.
For a problem with a seller or a listing, raise a Seller issue ticket — support reviews the seller as part of the request.

Account & security

Akekart support will never ask for your password, full card number, or delivery OTP — by call, message, or in a ticket.
Share your delivery OTP only with the delivery partner, at the moment of handover.
For login or account-access problems, raise an Account ticket.

Dispute & support FAQ

How do I raise a complaint or dispute?

Go to the Support Center and choose "New request", or open the relevant order and use the support options there. Pick the category that fits, describe the issue, and submit — a support agent reviews every request.

How long does a support review take?

Support reviews requests in the order received, with higher-priority issues first. Most requests are reviewed within 1-2 business days. Updates appear on the ticket and in your notifications.

Will my ticket be resolved automatically?

No. Akekart does not auto-resolve or auto-close tickets. A person reviews every request, and a ticket stays open until it is genuinely resolved.

Can I track the status of my request?

Yes. Every request becomes a ticket in your Support Center with a clear status — Awaiting review, In review, Resolved, or Closed — and a full conversation timeline.

How is a refund paid back?

Any eligible refund is processed to your original payment method. Wallet credits appear in your Wallet. Refund eligibility and timing depend on the item's return policy and the order status.

What if my order was cancelled?

A cancelled order has nothing to return. Any eligible refund for a cancelled order is handled automatically — you can see the order's status from My Orders.

How do I report a counterfeit or fraudulent listing?

Raise a ticket under "Counterfeit / not as described" with the order number. These reports are reviewed against the seller's listing and the seller's record.

Didn't find your answer?

Raise a support request — choose the category that fits and a support agent will review it.

Raise a request