At Kultury Private Limited, customer satisfaction is important to us. We understand that customers may sometimes receive a product that is damaged, defective, incorrect, incomplete, or different from what was expected. This Return & Exchange Policy explains the conditions and process for requesting a return, replacement, exchange, or refund for eligible products purchased through the Kultury Platform.

Our objective is to provide customers with a simple, transparent, and convenient return experience while maintaining appropriate safeguards for customers, sellers, vendors, brands, and other participants on our marketplace.

Since Kultury is a marketplace offering products from different sellers, vendors, brands, and categories, return and exchange conditions may vary depending on the product, seller, category, brand, product condition, and specific terms displayed on the relevant product page.

Customers are encouraged to carefully review the product information, applicable return period, exchange availability, warranty information, and other applicable conditions before placing an order.

1. Return Eligibility

Customers may request a return, replacement, or exchange where applicable if the product received does not meet the applicable conditions mentioned on the Platform, order page, or relevant product page.

A return request may generally be raised when the product received is damaged, defective, incorrect, incomplete, or materially different from the product ordered by the customer.

Customers should report any issue as soon as reasonably possible after receiving the product and within the applicable return period mentioned for that product.

Return eligibility remains subject to the applicable product-specific policy, seller conditions, verification process, and applicable laws.

The following situations may generally qualify for a return, replacement, or exchange:

The product received is damaged, defective, broken, or does not function as reasonably expected.

The product received is incorrect or materially different from the product ordered by the customer.

The product received has an incorrect size, colour, model, quantity, variant, or specification compared with the order placed.

The product is missing essential parts, components, accessories, or other items that were included with the original order.

The product does not reasonably match the description or specifications displayed on the relevant product page.

2. Return Request Period

Customers must generally submit a return, replacement, or exchange request within 7 days from the date of delivery, unless a different return period is specifically mentioned on the relevant product page.

The applicable return period generally begins from the date on which the order is marked as delivered or delivery is otherwise confirmed by the applicable logistics or delivery partner.

Customers are encouraged to raise a return request as soon as possible, especially when the product is received damaged, defective, incorrect, incomplete, or materially different from the order.

Requests submitted after the applicable return period may not be accepted, except where a remedy is required under applicable law or the relevant product or Platform policy.

The return period applicable to a specific product will be determined by the information displayed on the product page, order details, or applicable seller policy.

3. How to Raise a Return Request

Customers may initiate an eligible return, replacement, or exchange request through the return or customer support options made available on the Kultury Platform.

To process a return request, customers may be required to provide their Order ID, registered mobile number, registered email address, reason for return, product information, and other relevant order details.

In certain cases, customers may be requested to provide photographs or videos showing the product, packaging, shipping label, damage, missing components, or other relevant information.

Providing complete and accurate information can help Kultury, the seller, and the applicable service or logistics partner review and process the request more efficiently.

4. Exchange Eligibility

Where exchange is available, eligible products may generally be exchanged for the same product, size, colour, model, or variant, subject to product availability and the applicable product-specific policy.

Exchange availability may vary depending on the product category, seller, inventory levels, customer location, and other operational requirements.

An exchange request does not guarantee the availability of a particular size, colour, model, or variant at the time the exchange is processed.

If the requested replacement is unavailable, an eligible refund or another appropriate resolution may be provided in accordance with the applicable Platform or seller policy.

Replacement products may be subject to applicable inspection, verification, delivery, and product-specific conditions.

5. Non-Returnable Products

Certain products may not be eligible for return or exchange because of their nature, hygiene requirements, customization, safety considerations, product-specific restrictions, or applicable laws.

Customers should always check the product page before purchasing to determine whether the particular product is eligible for return, replacement, exchange, or refund.

Products that may be non-returnable include the following categories, subject to the specific product policy:

Products damaged due to misuse, negligence, accident, or improper handling after delivery.

Products that have been used, washed, altered, modified, or worn where such condition makes the product ineligible for return.

Personal care, hygiene, beauty, health, or intimate products where return restrictions apply.

Customized, personalized, engraved, made-to-order, or specially prepared products, unless they are defective, damaged, incorrect, or otherwise eligible under applicable law or policy.

Products specifically marked as "Non-Returnable" on the relevant product page.

6. Return Conditions

To be eligible for a return, exchange, or replacement, the product should generally be returned in the condition in which it was received, subject to the nature of the product and the reason for the return.

Products should generally be unused and maintained in their original condition, except where the return relates to a defect or issue that cannot reasonably be identified without opening or using the product.

The product should generally include its original packaging, tags, labels, manuals, warranty cards, accessories, and other items supplied with the order, where applicable.

Customers should return all products, accessories, complimentary items, documents, and other components originally supplied with the order where required by the applicable return process.

Customers are encouraged to retain the original packaging and product materials until the return or exchange process has been completed.

7. Damaged or Defective Products

If a customer receives a product that appears damaged, defective, broken, incomplete, or otherwise unusable, the issue should be reported to Kultury as soon as reasonably possible within the applicable return period.

Customers may be requested to provide photographs or videos showing the product condition, outer packaging, shipping label, visible damage, missing components, or other relevant details.

The information provided may be reviewed by Kultury, the applicable seller, brand, manufacturer, authorized service provider, or logistics partner, depending on the nature of the issue.

Depending on the circumstances, product availability, warranty conditions, and applicable policy, an eligible resolution may include replacement, exchange, repair, refund, or another appropriate remedy.

8. Incorrect or Different Product

If a customer receives a product that is different from the product ordered, the customer should report the issue through the available return or support process within the applicable return period.

The customer may be required to provide photographs, product details, order information, packaging information, or other evidence to assist with verification.

Once the issue has been verified, an eligible replacement, exchange, refund, or other appropriate resolution may be provided depending on product availability and applicable policy.

Customers should not use, alter, modify, or dispose of the incorrect product before the return process has been completed, where applicable.

9. Return Verification and Inspection

Returned products may be inspected and verified before a return, exchange, replacement, or refund is approved.

Verification may include checking the product's condition, serial number, accessories, packaging, tags, quantity, damage, usage, and other relevant information.

The verification process may be performed by Kultury, the applicable seller, logistics partner, authorized service provider, manufacturer, brand, or another designated party.

If the returned product does not satisfy the applicable eligibility requirements, the return, exchange, replacement, or refund request may be rejected.

10. Return Pickup

Where return pickup is available, the product may be collected from the customer's delivery address by the applicable courier or logistics partner.

Pickup availability and timelines may vary depending on the customer's location, product category, seller, logistics coverage, and reason for return.

Customers should ensure that the correct product is properly packed and ready for collection according to the return instructions provided by Kultury or the applicable seller.

In locations where pickup is unavailable, customers may be provided with alternative return instructions, subject to the applicable product and seller policy.

11. Refund Process

Once an eligible return has been received and successfully approved, the applicable refund will be initiated in accordance with the Platform's refund process.

Refunds for prepaid orders will generally be processed to the original payment method used for the transaction, subject to the procedures and requirements of the applicable payment provider.

Refunds are generally processed within 5–10 business days after approval. The actual time required for the amount to appear in the customer's account may vary depending on the payment gateway, bank, card issuer, or financial institution.

For Cash on Delivery (COD) orders, refunds may be processed through an eligible bank account or another supported refund method. Additional verification may be required before processing the refund.

The final refund amount may depend on the applicable order, product, seller, return reason, applicable charges, and Platform policy.

12. Shipping & Return Charges

Applicable shipping, return, pickup, or other logistics charges, if any, may depend on the reason for return, product category, seller policy, delivery location, and applicable Platform policy.

Where a product is returned because it is damaged, defective, incorrect, or otherwise eligible for a supported return, applicable return or pickup charges may be handled in accordance with the relevant Platform or seller policy.

For customer-initiated returns that are not related to a product defect, damage, incorrect product, or other eligible issue, applicable charges may apply depending on the product and seller conditions.

Customers will be informed of applicable charges where required before the relevant return or refund is processed.

13. Exchange Process

Once an eligible returned product has been successfully verified and the exchange has been approved, the replacement product will be prepared and shipped to the customer, subject to availability.

The delivery timeline for an exchanged product may vary depending on product availability, seller location, customer location, and logistics partner availability.

Customers may receive tracking information for the replacement shipment where tracking is available through the applicable logistics partner.

If the replacement product becomes unavailable, an eligible refund or another applicable resolution may be offered in accordance with the relevant policy.

14. Rejected Returns

A return, exchange, replacement, or refund request may be rejected where the product does not meet the applicable eligibility requirements.

A request may also be rejected where the product has been damaged due to misuse, negligence, accident, improper handling, or unauthorized alteration.

Missing accessories, tags, packaging, manuals, warranty documents, or other included items may affect the eligibility of a return where such items are required.

A request may be rejected where the product has been altered, used, washed, worn, customized, or modified in a manner that makes it ineligible for return.

Requests submitted after the applicable return period or for products specifically marked as non-returnable may also be rejected.

15. Fraud & Return Policy Abuse

Kultury may review return and refund requests to help prevent fraudulent claims, misuse, abuse, suspicious transactions, and other activities that may negatively affect customers, sellers, or the Platform.

Appropriate action may be taken against repeated fraudulent claims, false information, intentional product damage, product substitution, excessive returns, suspicious transactions, or other activities that abuse the Platform's return and refund process.

Where permitted by applicable law, such action may include rejection of a return request, restriction of certain account features, suspension of an account, or other appropriate measures.

Any action taken under this section will be considered based on the circumstances of the particular case and applicable Platform policies.

16. Product-Specific Return Policy

Return, exchange, replacement, warranty, and refund conditions may vary depending on the product, category, seller, brand, manufacturer, or nature of the product.

Customers should carefully review the return, exchange, warranty, and refund information displayed on the relevant product page before placing an order.

Where a product-specific policy provides different return or exchange conditions, those conditions will apply to the relevant product, subject to applicable law.

Product-specific policies may include different return periods, exchange availability, warranty procedures, pickup arrangements, or other applicable conditions.

17. Customized and Personalized Products

Customized, personalized, engraved, made-to-order, or specially prepared products may have different return and cancellation conditions because such products are prepared according to the customer's specific request.

Such products may generally not be eligible for return or exchange merely because the customer has changed their mind or no longer requires the product.

However, where a customized or personalized product is received damaged, defective, incorrect, or materially different from the approved order, customers may contact Kultury for an appropriate resolution.

Customers should carefully review customization details, measurements, colours, names, designs, specifications, and other information before confirming a customized order.

18. Customer Responsibilities

Customers are responsible for providing accurate order, delivery, contact, and account information and for following the return instructions provided by Kultury or the applicable seller.

Customers should ensure that the correct product is packed and handed over during a return and should not return a different product from the product originally received.

Customers should retain relevant order information, invoices, packaging, product labels, and other documents until the return or refund process has been completed.

Customers are also responsible for ensuring that the product is available for pickup at the address provided and that the applicable return instructions are followed.

19. Seller and Vendor Conditions

Certain products available on Kultury may be sold by independent third-party sellers, vendors, brands, or other marketplace participants.

Depending on the transaction, the applicable seller may be responsible for certain product-related matters, including product quality, fulfillment, replacement, warranty, return verification, or other seller-specific obligations.

Customers may therefore receive different return, exchange, warranty, or replacement conditions for different products available on the Platform.

The applicable seller and product-specific conditions will be communicated through the relevant product page, order information, or applicable Platform communication.

20. Warranty and Manufacturer Support

Certain products may include a manufacturer's warranty, seller warranty, brand warranty, or service warranty as specified on the relevant product page or product documentation.

Warranty claims may be subject to separate terms, conditions, exclusions, documentation requirements, and procedures established by the manufacturer, brand, seller, or authorized service provider.

Customers may be required to contact the manufacturer, authorized service centre, seller, or other designated service provider for certain warranty or repair-related matters.

The availability of a warranty does not automatically mean that the product is eligible for a return or exchange under this Policy.

21. Order Cancellation and Returns

Order cancellation requests are generally handled separately from return requests and may depend on the order status, product type, seller, fulfillment stage, and applicable cancellation policy.

Once an order has been shipped or delivered, customers may need to use the applicable return or exchange process instead of the cancellation process.

Certain products or orders may not be eligible for cancellation after processing, dispatch, customization, or other specified stages.

Customers should review the applicable cancellation and return information before placing an order.

22. Changes to This Policy

Kultury Private Limited may update or modify this Return & Exchange Policy from time to time to reflect changes in our products, services, Platform operations, business practices, or applicable legal requirements.

Any updated version of this Policy will be published on the Kultury Platform and may include changes to return procedures, eligibility conditions, applicable timelines, or other relevant information.

Customers are encouraged to review this Policy periodically to remain informed about the latest applicable return and exchange conditions.

Changes will apply in accordance with applicable law and will not affect rights or remedies that cannot legally be excluded or restricted.

23. Contact Us

If you have questions regarding a return, exchange, replacement, refund, damaged product, defective product, or the application of this Policy, please contact our customer support team.

For faster assistance, customers should provide their Order ID, registered email address, registered mobile number, product details, delivery information, and reason for contacting us.

Our support team will review the request and provide guidance regarding the applicable return, exchange, replacement, or refund process.

Email: support@kultury.com

Phone: +91 8920792489

Kultury Private Limited