Return Policy

Return Policy

1. In what scenarios does kartekay issue refunds?
Refunds are issued by kartekay only when,
•    the order was cancelled by the customer or kartekay
•    the customer returned a product and requested for a refund
Returns are not applicable on all the products on kartekay.com. 

2. How can I track the status of my refund after returning a product ?
Once we have received the returned product, our team will verify the nature of the defect/damage. After validation we will send you an acknowledgement via SMS to your registered mobile number.

To check the updated status of your refund you can call our 24x7 customer care number +91-124-4018845. If you are a registered customer at www.kartekay.com then you can also check the status of your refund in the 'My Account' section of the site.

3. How can I track the status of my refund after cancelling an order?
If your order is cancelled, then you will get acknowledgement via SMS to your registered mobile number or via email to your registered email ID.

To check the updated status of your refund you can call our 24x7 customer care number +91-124-4018845. If you are a registered customer at www.kartekay.com then you can also check the status of your refund in the 'My Account' section of the site.

4. I've still not received the refund in my account even though kartekay customer care says that they have processed the refund. Why?
If you have received a mail from us confirming your refund request then rest assured that we have initiated your refund request and are following up with the financial organisation for the same.

Sometimes financial organisations & banks take longer than the promised time to process the refund request internally. If this is the case, then kindly follow up with them for your pending refund after providing them the reference number given by kartekay customer care.

Alternatively, you can also check the status of your refund online at www.kartekay.com in the 'My Account' section.

5. How long will it take to process my refund if I opt for a refund after returning the product?
We will process your refund after receipt of the product by kartekay or its Business Partner. 
You will get an email from kartekay when your return in accepted and your refund is processed.

6. How and where will I receive my refund amount?
Refunds on kartekay are based on the mode of payment used to place the order initially. Below are the refund modes initiated by us for various payment options:
a.         Credit Card / Debit Card / Internet Banking
If Credit card, Debit card or Internet banking was used as the mode of payment while placing the order, your refund will be credited back to the respective credit/debit card/internet banking account provided at the time of placing the order. We initiate refund within a maximum of 4 working days after receipt of the product by us or our business partner. However, it may take up to 9-10 working days for the respective banks to process the refund and reflect in your credit/debit card statement or internet banking account. Please get in touch with your bank directly in case of any delays after the confirmation of refund by kartekay.
 
b.         Cash on Delivery / Cash Before Delivery / Cheque / Demand Draft.
If the order was placed using payment option as Cash on Delivery, Cash Before Delivery, Cheque or Demand Draft, we will refund your money through a cheque in favour of the "billing name" provided at the time of placing the order.
 
c.         Gift Certificates  / Gift Vouchers
If you have used a kartekay Gift Certificate / Gift Voucher for placing the order, refund would be provided only in the form of a fresh kartekay Gift Certificate / Gift Voucher of the same value. The same cannot be redeemed either in cash or cheque.
7. Can I get a refund for a part of my order?
Yes. You can request refund for a part of your order if the order contains multiple sub-orders or products; e.g. if you have bought a pair of jeans and a shirt as two separate products then you can get a refund only for one of the product i.e. either the jeans or the shirt. However, if a product comprises multiple items as a bundle, the amount of individual items will not be refunded; e.g. if a bowl set comprising 4 bowls is bought by you, you cannot get refund for a single bowl.

8. I received my refund cheque; however my name is not as per the records. What should I do?
You should intimate us about the mistake by getting in touch with us via e-mail at info@kartekay.com or over phone at our 24x7 customer care number +91-124-4018845. Alternatively, you can also submit a ticket in 'My Account' section of your registered account at www.kartekay.com.

Within a maximum of 10 working days of our receiving your intimation, we will despatch you the fresh cheque in favour of the name as per your 'billing name' as per the order placed by you with us.

9. I wanted to return a product. Will kartekay refund the courier charges?
Yes, absolutely. In case, you return the product via courier we advise you to use a reputed courier company which allows online consignment tracking. We will reimburse the courier freight charges @ 10% of your order value (with a minimum of Rs. 1000) or a maximum of Rs. 10050, whichever is lower. The refund of courier freight charges, if applicable, will be paid through cheque in favour of the 'billing name' provided at the time of placing the order or by issuing a kartekay Gift Certificate/Voucher of the equivalent value. The courier charges will be reimbursed only after receipt of the product by our business partner.

10. After I have shipped the product or it has been collected from me, how do I track the refund of my money?
Once we have received the product back, our team will verify the nature of the claim basis which it has been returned. On validation of the claim, we will update you by sending a sms to your registered mobile number. You can also call our customer care number +91-124-4018845. and check the status of your refund. If you are a registered customer at www.kartekay.com, you can also check the status of your refund in 'My Account' section of your account.

11. Are all products on kartekay.com eligible for refund?
Yes. All products on kartekay.com are eligible for a replacement/refund except the following:

Innerwear, lingerie, vests, briefs, trunks, socks, mittens, wristbands, cosmetics, perfumes, deodorants, fashion accessories, contraceptives, flowers, furniture, bullion, precious jewellery, remote-controlled toys and their accessories, and any free/complimentary items received with the main order.

12. What are the timelines for refund?
Mode of Payment    Refund Mode    Refund Time, upto
(From the date of cancellation of order/confirmation of receipt of product)
Credit Card    Credit Card    4 working days
Net Banking    Net Banking    4 working days
Debit Card    Debit Card    4 working days
Gift Certificate / E-Voucher    Gift Certificate / E-Voucher    10 working days
COD (Cash on Delivery)    Demand Draft / Cheque    10 working days
Demand Draft / Cheque    Demand Draft / Cheque    10 working days
However, it may take up to 7-10 working days for the respective banks to process the refund and reflect in your credit/debit card statement or internet banking account. Please get in touch with your bank directly in case of any delays after the confirmation of refund by kartekay.

13. How do I cancel an order?
You can cancel your order by getting in touch with us via e-mail at info@kartekay.com or over phone at our 24x7 customer care number +91-124-4018845. Alternatively, you can also submit a ticket in 'My Account' section of your registered account at www.kartekay.com. If the order has not been shipped by our Business Partner, we will stop shipment and refund the entire order value, as applicable:

In case, the order that you had placed has been shipped by us but not yet delivered to you, you may still cancel the order by contacting us as mentioned above. Your refund will be processed by us as applicable, once we receive the originally ordered product back from our courier / logistics partner.