KARTKAKA – Return, Refund & Cancellation Policy

Last updated: 21-10-2026 · Effective from: 21-10-2026

This policy applies to all orders placed on the KARTKAKA Platform, operated by KARTKAKA COMMERCE LLP (PAN ABGFK3440F), Surat, Gujarat. It forms part of the Terms of Use and the Seller Agreement. Each product page shows the return window and type that applies to that product; where the product page and this policy differ, the product page applies, provided it is not less favorable than your legal rights.

Your statutory rights are protected. You will always get a replacement or refund for products that are defective, damaged in transit, deficient, wrong, spurious, missing parts, or materially not as described, and for orders not delivered by the promised date (except due to force majeure), in line with the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020.

1. Cancellation

1.1 Before dispatch: you may cancel free of charge from "My Orders" until the item is shipped.

1.2 After dispatch: you may refuse the delivery, or cancel if the option is shown. For prepaid orders, the refund is processed once the item returns to the Seller and passes inspection.

1.3 Non-cancellable items: made-to-order, customized or personalized items, and perishable items once dispatched. This is shown on the product page before purchase.

1.4 KARTKAKA does not charge cancellation fees unless it bears a similar charge when it or the Seller cancels. Any such charge will be shown before you order.

1.5 Cancellation by KARTKAKA or the Seller: we may cancel orders for stock-outs, pricing errors, failed address verification, suspected fraud, abnormal quantities or a breach of the Terms. You receive a full refund.

2. Return windows

KARTKAKA may set different windows for specific products; the product page governs.

3. Non-returnable items

Unless delivered damaged, defective, expired or wrong, these cannot be returned:

• innerwear, lingerie, swimwear, socks;
• opened personal care, cosmetics, fragrances and health products;
• perishables, food, grocery and beverages;
• customized, personalized or made-to-order products;
• digital products, gift cards, software licenses once revealed or activated;
• products with broken seals where the seal states "do not open if returning";
• medicines, medical devices once opened; and
• items marked "Non-returnable" on the product page before purchase.

4. Conditions for every return

A return is accepted only if the product:

• is returned within the window;
• is unused, unwashed, undamaged and in the same condition as delivered (except for a manufacturing defect);
• has all original tags, labels, packaging, boxes, manuals, accessories, freebies, warranty cards and invoice;
• matches the serial number / IMEI recorded at dispatch; and
• for electronics, has all personal data, passwords, Google/Apple/Mi account locks removed.

Free items given with the product must be returned with it; otherwise, their value is deducted from the refund.

5. Proof required

To protect genuine buyers and prevent false claims:

5.1 Damaged, missing, wrong or empty-box claims must be raised within 48 hours of delivery with clear photos of the package, shipping label, product and the issue.

5.2 Unboxing video: for products above ₹[5,000], and for all claims of missing items, wrong items or empty boxes, you must provide a continuous, unedited video showing the sealed package with the shipping label, opening of the package, and the product. Claims without such video may be rejected or need further verification. This requirement is shown at checkout for such products.

5.3 Technical defects in electronics and appliances may need verification by the brand's authorised service centre or our technician. A job sheet or defect certificate may be required.

5.4 Do not accept a package that is visibly open, tampered with or damaged. Refuse it at the door and report it.

6. Pickup and quality check

6.1 Raise a return in "My Orders". Reverse pickup is arranged where available. Where pickup is not serviceable, you may be asked to self-ship and will be reimbursed the shipping cost up to ₹150/- for eligible returns.

6.2 The pickup agent may do a doorstep quality check (product, model, serial number/IMEI, condition, accessories, tags). If the check fails, the pickup will be cancelled.

6.3 Returns are inspected again at the Seller's or KARTKAKA's facility. If the product fails inspection (used, damaged by the buyer, different item, missing parts, tags removed), the refund will be rejected or reduced in proportion to the missing item, and the product sent back to you. You will be told the reason with photo evidence.

7. Refunds

7.1 Refunds are processed after the returned item passes quality check, or immediately on cancellation of an underpitched prepaid order.

7.2 Refunds go to the original payment method. We do not refund in cash.

7.3 Shipping and convenience fees are refunded where the return is due to a defective, damaged, wrong or late item. For change-of-mind returns, they may not be refunded, as stated at checkout.

7.4 Coupons, cashback and reward points used on a returned order are reversed in proportion. Cashback already credited will be deducted from the refund or wallet.

7.5 For partial returns from a combo or offer bundle, the refund is calculated on the discounted price of the returned item.

8. Replacements and exchanges

Replacements are subject to stock. If a replacement is unavailable, you receive a full refund. Exchange for a different size or color is allowed where shown on the product page; price differences are charged or refunded.

9. Fraud and abuse prevention

9.1 KARTKAKA monitors returns, cancellations, refusals and claims for abuse. Examples of abuse include:

• returning a used, damaged, counterfeit, swapped or different product;
• sending back empty boxes or missing parts;
• falsely claiming non-delivery, wrong item or missing item;
• "wardrobing" (using an item and returning it);
• excessive returns or COD refusals compared with normal buying patterns;
• using multiple accounts, addresses or payment methods to exploit offers; and
• raising chargebacks after receiving a refund or the product.

9.2 Where abuse is suspected, KARTKAKA may:

• hold the refund for up to [15] business days for investigation;
• ask for more proof, including identity verification and video evidence;
• reject the return or refund, with reasons;
• limit return eligibility on future orders, or offer replacement only;
• withdraw COD, offers and wallet benefits;
• suspend or close the account and linked accounts; and
• recover any wrongly paid refund and file a police complaint under the Bharatiya Nyaya Sanhita, 2023 for cheating.

9.3 A refund held for investigation is released promptly if the claim is found genuine.

10. Seller responsibility

Sellers must honour this policy and the return terms on their listings. Where a return is caused by the Seller (wrong, defective, damaged, counterfeit or not-as-described item, or late delivery), the Seller bears shipping both ways and the refund, debited from its settlement. Sellers who repeatedly ship wrong or fake products face penalties and suspension under the Seller Agreement.

Sellers can claim against a return within [7] days of receipt if the returned item is damaged, used, swapped or missing, by submitting an unpacking video and photos through the Seller Dashboard. KARTKAKA decides claims on the evidence; where buyer abuse is established, the Seller is reimbursed.

11. Disputes

If you disagree with a return decision, contact customer care at [Support email]. If unresolved, write to the Grievance Officer at grievance@kartkaka.com; 

complaints are acknowledged within 48 hours and resolved within one month. You may also contact the National Consumer Helpline (1915 / consumerhelpline.gov.in).