Return and Exchange Policy

Cancellation Policy

If the order or the item(s) that you want to cancel have not been shipped yet, you may cancel the order or parts of the order from My Account > My Shopping History section for the respective order. You may also get in touch with us directly at care@kathiawarstores.com and write to us keeping your order id as the subject line and write CANCEL beside it, for example, “Order KS-123456 CANCEL”.

In such cases, the order will be cancelled, and the money will be refunded to you within 24-48 business hours after the cancellation request is duly processed by us.

Cancellation post shipment: If you wish to cancel an order that has been shipped but has not yet been delivered, please get in touch with our Customer Support team on care@kathiawarstores.com.

  • In case you have cancelled an order, which has already been handed over to the courier company on our end, they may still attempt delivery. Kindly do not accept the delivery of the order.
  • Once we receive the product(s) back and verify its packaging/condition, we will refund your money within 24-48 business hours. We have to mention here about wear and tear charges, shipping charges, return expenses, etc.

How will I get refunded for the cancelled orders and how long will this process take?

Refunds may be done in two ways. We may either transfer the amount to your Account as Loyalty points or it may be a direct transfer to the payment account you selected during placing the order. This would be a mutually agreed upon choice between the Customer and Kathiawar Stores.

In case of cancellation before shipment, we process the refund within 1-2 working days after receiving the cancellation request. Working days exclude Sundays and public holidays.

In case of cancellation once the shipment has already been dispatched or if it is being returned, we process the refund once the products have been received and verified at our warehouse.

  • For payments done through credit/debit cards or net banking, UPIs or wallets, the refund will be processed to the same account from which the payment was made within 1-2 working days of us receiving the products back. It may take 2-3 additional working days for the amount to reflect in your account.
  • Or, the amount may be added directly to your account as Loyalty points for you to redeem any time.

What if I used coupons or loyalty points during time of payment and I have to cancel my order?

Discount Coupons are intended for one-time use only and shall be treated as used even if you cancel the order.

If you had redeemed loyalty points for an order, the same will be credited back to your account in the case of a cancellation.

Returns, Replacements and Refunds

Kathiawar Stores offers its customers an ’Easy return policy’, wherein you can raise a return/exchange request of a product within 5 days of its delivery. We also accept partial returns wherein you can raise a return request for one or all products in your order.

You may place a return request in two ways:

  1. Go to My Accounts > My Shopping history and click on “Return” besides the respective order and follow the instructions to complete your return request if you are within the return window.
  2. Or
    1. Contact our Customer Support team via email (care@kathiawarstores.com) within 5 business days of receiving the order.
    2. Provide us with your order ID details and your request to return/replace/refund your order. Kindly email an image of the product and the invoice for our reference.
    3. We will pick up the products within 3-5 working days. We will initiate the refund or replacement process only if the products are received by us in their original packaging with their seals, labels and barcodes intact.

Products can only be eligible for returns if the products received by the customer are deemed to have been received in a damaged / defective state or are expired or an incorrect product has been delivered. Such products can only be returned in their original packaging, in an unused and sealed condition. [Opened or used products will not be accepted as returns.]

If a return is accepted, Kathiawar Stores will replace or refund the invoiced rupee value for the damaged / defective / expired / wrong product.

Note: If it is a case of replacement, it is subject to the availability of stock. In cases when a replacement may not be available, we will refund you the full amount. Kindly refer to the next question for exclusions to refunds.

Which are the items that cannot be returned/exchanged?

Returns will not be accepted under the following conditions:

  • Product is damaged due to misuse/overuse
  • Returned without original packaging including, price tags, labels, original packing, freebies and other accessories or if original packaging is damaged
  • Serial Number is tampered with.
  • Defective products that are not covered under Seller/Manufacturer’s warranty
  • Product is used or altered
  • If request is initiated after 5 working days of order delivery
  • Free product provided by brand

Categories not eligible for Return:

  • Customized Products (eg: lipsticks, compacts, mascaras, etc) cannot be returned since they are available during select promotions and ordered on demand
  • Personal care appliances and innerwear cannot be returned due to hygiene issues
  • Due to the intimate nature and hygienic standards of certain items, we regret that it is not possible for us to accept returns on Briefs, Panties, Stick-On Bras, pasties and some of the accessories.
  • We ask that you preserve the product in its original condition along with its tags, and packaging. You are welcome to try on a product but please take adequate measure to maintain its condition.
  • Products that are sold as packs cannot be returned as individual items.
  • In the interests of hygiene, we may refuse returns where it's obvious that the item has been worn, washed or soiled.
  • Whether a product falls in any of the above categories shall be at the judgement of Kathiawar Stores. The decision by Kathiawar Stores shall be final and binding in this regard.

Please note: For certain marketing campaigns or mega sale periods, special return/exchange/refund rules may apply. Information regarding this is visible on the promotion banner. For any clarification, please feel free to contact our customer care.

FREQUENTLY ASKED QUESTIONS

Do I have to return the free gift when I return a product?

Yes. The free gift is included as a part of the item order and needs to be returned along with the originally delivered product.

Can I return part of my order?

Yes. A return can be created at item level and if you have ordered multiple items, you can initiate a return/replacement/refund for any individual item. However, any product being returned needs to be returned in full including all components as well as any complimentary gifts or products which came along with it.

How will I get refunded for the returned orders and how long will this process take?

In case of a return/replacement/refund, we process the refund once the products have been received and verified at our warehouse.

  • For payments done through credit/debit cards or net banking, UPIs or wallets, the refund will be processed to the same account from which the payment was made within 1-2 working days of us receiving the products back. It may take 2-3 additional working days for the amount to reflect in your account.
  • Or, the amount may be added directly to your account as Loyalty points for you to redeem any time.

This would be a mutually agreed upon choice between the Customer and Kathiawar Stores.