Refund policy
Return & Refund Policy
Last updated: 17 April 2026
At Kartlly, your happiness is our priority. If something isn't quite right with your order, we're here to help. This policy explains how returns, refunds, and exchanges work — written in plain language, without the fine print nonsense.
1. Our Promise
We hand-pick every product with care, but we know things don't always go as planned. Wrong fit, unexpected color, or simply not what you hoped for — whatever the reason, we'll make it right.
You have 7 days from the date of delivery to initiate a return on eligible items.
2. Return Eligibility
To be eligible for a return, your item must meet all the following conditions:
✅ Returned within 7 days of delivery ✅ Unused, unworn, and unwashed — in its original condition ✅ In the original packaging with all tags, labels, boxes, and accessories intact ✅ Accompanied by the order invoice or order ID ✅ Free from damage caused by the customer after delivery
Items that don't meet these conditions may be rejected at our discretion and sent back to you at your cost.
3. Non-Returnable Items
For hygiene, safety, and practical reasons, the following items cannot be returned or refunded (unless defective or damaged on arrival):
- Personal care, beauty, skincare, and hygiene products
- Innerwear, swimwear, and intimate apparel
- Earrings and pierced jewelry (hygiene reasons)
- Food items, beverages, and edible products
- Customized, personalized, or made-to-order products
- Items marked as "Final Sale" or "Non-Returnable" at the time of purchase
- Gift cards, vouchers, and digital products
- Items purchased during clearance or flash sales (unless defective)
- Products with broken seals, opened packaging, or missing parts
If you're unsure whether a product is returnable, please email us before placing the order.
4. How to Initiate a Return
Returning an item is simple:
Step 1 — Email Us
Send a return request within 7 days of delivery to roshanchauhandotnet@gmail.com with:
- Your order ID
- The item(s) you want to return
- Reason for return
- Photos/video of the product (especially for damaged or defective items)
Step 2 — Get Approval
Our team will review your request and respond within 2 business days with return instructions, including:
- Whether we'll arrange a reverse pickup, or
- The return address where you need to ship the item
Step 3 — Ship the Item Back
- If reverse pickup is available at your pin code, our courier will collect the item from you
- If reverse pickup is not available, you'll need to ship the item to us via any reliable courier (keep the tracking number safe)
Step 4 — Inspection and Refund
Once we receive the item, we'll inspect it within 2–3 business days. If it passes inspection, your refund is processed immediately.
5. Refund Process and Timing
Refunds are issued based on your original payment method:
| Payment Method | Refund Method | Timeline |
|---|---|---|
| Credit/Debit Card | Refunded to the original card | 5–7 business days |
| UPI / Net Banking / Wallet | Refunded to the original source | 3–5 business days |
| Cash on Delivery (COD) | Bank transfer (NEFT/UPI) to your provided account | 5–7 business days |
Important timing note: The timelines above start once we've inspected and approved the returned item. Please allow an additional 2–4 business days for the refund to actually reflect in your account, depending on your bank.
You'll receive an email and WhatsApp confirmation the moment your refund is processed from our side.
6. Exchange Options
Want a different size or color instead of a refund? We're happy to help!
- Size/color exchanges are subject to stock availability
- Exchanges are processed after we receive and inspect the original item
- No additional shipping charges for your first exchange on the same order
- For a product of higher value, you'll pay the price difference
- For a product of lower value, we'll refund the difference to your original payment method
To request an exchange, follow the same process as a return and mention that you'd like an exchange.
Please note: We currently offer one exchange per order. If the exchanged item also isn't right, we'll process it as a refund instead of another exchange.
7. Damaged or Defective Products
If your order arrives damaged, defective, or incorrect, we'll make it right — no questions asked.
What counts as damaged/defective?
- Item arrives broken, cracked, torn, or visibly damaged
- Manufacturing defects (stains, stitching issues, non-functional product)
- Wrong item shipped (different product, size, or color than ordered)
- Missing items from your order
What to do
- Don't panic — we've got you
- Take clear photos of the damaged item, the packaging, and the shipping label
- Record an unboxing video if possible (this helps us process claims faster)
- Email us at roshanchauhandotnet@gmail.com within 48 hours of delivery with:
- Order ID
- Photos/video of the issue
- Brief description of the problem
What we'll do
We'll respond within 1 business day and offer you:
- A free replacement (shipped at no cost to you), or
- A full refund including original shipping charges
You won't have to pay return shipping for damaged or defective items — that's on us.
Important: Claims made after 48 hours of delivery or without supporting photos/video may be difficult to process. Please inspect your order as soon as it arrives.
8. Return Shipping Costs
| Reason for Return | Who Pays Return Shipping? |
|---|---|
| Damaged, defective, or wrong item shipped | ✅ Kartlly (free for you) |
| Change of mind / size issue / not as expected | ❌ Customer |
| Exchange for different size or color | ✅ Kartlly (first exchange only) |
If you're responsible for return shipping and we arrange a reverse pickup, a return shipping fee of ₹99 will be deducted from your refund.
If you ship the item back yourself, please use a trackable courier service. We're not responsible for returns lost in transit without tracking.
9. Partial Refunds
In certain situations, only a partial refund may be granted (at our discretion):
- Items with obvious signs of use or wear
- Items missing original packaging, tags, or accessories
- Items returned more than 7 days after delivery
- Items damaged by the customer after delivery
We'll always communicate with you before processing a partial refund so there are no surprises.
10. Order Cancellations
You can cancel your order for a full refund anytime before it's shipped:
- Before dispatch: Full refund, no questions asked. Processed within 3–5 business days.
- After dispatch: The order cannot be cancelled but can be returned once delivered, following the standard return process.
To cancel an order, email us at roshanchauhandotnet@gmail.com with your order ID as soon as possible.
11. Refused Deliveries
If you refuse to accept a delivery without a valid reason (e.g., damaged package):
- Prepaid orders: The order value will be refunded minus the original shipping charges and return-to-origin courier fees
- COD orders: Repeated refusals may result in restriction of COD privileges on future orders
12. What to Do If You're Unhappy with the Resolution
We genuinely want every Kartlly experience to end with a smile. If you feel your return or refund wasn't handled fairly:
- Reply directly to our email thread with your concerns
- Escalate by writing to roshanchauhandotnet@gmail.com with the subject line "Escalation — [Order ID]"
- We'll personally review your case within 2 business days and work toward a fair resolution
13. Contact Us
We're real people, and we're happy to help:
Kartlly Customer Care 📧 Email: roshanchauhandotnet@gmail.com 📞 Phone / WhatsApp: 9408256088 📍 Address: Ahmedabad, Gujarat, India 🕐 Hours: Monday to Saturday, 9 AM to 6 PM IST
Response time: Within 24 hours on business days.
By placing an order with Kartlly, you acknowledge that you have read, understood, and agreed to this Return & Refund Policy. We reserve the right to update this policy at any time — changes take effect immediately upon posting.
Thanks for shopping with us. We're grateful you chose Kartlly. 💛