This policy explains how you can cancel an order, return a product, request an exchange, or request a refund for purchases made on kanchudhan.com. Kanchudhan is the seller for products listed on this Platform unless otherwise stated on the product page. Estimated delivery timeframes are described in our Shipping Policy.
Summary — time windows: Exchange requests (e.g. size/variant swap, where we agree to an exchange) must be raised within 48 hours of delivery. Standard returns (change of mind, eligible items) must be initiated within 3 days of delivery. Damaged, defective, or wrong items must be reported within 48 hours of delivery with photos.
Last updated: April 2026
1. Cancellations
- You may request cancellation before the order is dispatched, typically within 12 hours of placing the order, by emailing support@kanchudhan.com with your order ID.
- Once the order is handed to the courier or is out for delivery, cancellation may not be possible; you may refuse acceptance at the doorstep where courier rules allow, and then contact us to arrange a return or refund in line with this policy.
- If we cannot fulfil an order (e.g. stock or pricing error), we will cancel it and refund any amount paid, as applicable.
2. How to initiate a return, exchange, or damage report
All requests below are started the same way so we can verify your order and respond quickly:
- Email support@kanchudhan.com from the email used on the order (or state your registered phone if you checked out as guest).
- Put your order ID in the subject line; in the body, state whether you want a return, exchange, or are reporting damage/wrong item.
- For returns and exchanges of non-defective items, attach clear photos of the product and packaging. For damage or wrong item, include photos of the issue and outer box.
- We will reply with next steps (return address, RMA reference if any, exchange availability, or refund timeline) within a reasonable time during business days.
3. Returns (change of mind / standard return)
- Returns are accepted within 3 days of delivery of the product to the address on your order. Initiate using the process in section 2 above.
- The item must be unused, in original packaging, and in the same condition you received it, with tags/labels intact where applicable.
- After we approve your return request, we will share return instructions (including address and any RMA reference) by email.
- Sale / promotional items may be marked non-returnable at checkout; where so stated, those items are not eligible for return except where required by law or for defects as below.
4. Damaged, defective, quality concerns, or wrong item
- If you receive a damaged or defective product, have a quality concern, or receive an item materially different from what you ordered, contact us within 48 hours of delivery using the process in section 2, with photos of the issue and packaging.
- After we review your report and approve the return, we will arrange pickup of the product where our logistics partners and your pin code allow; otherwise we will share return instructions (including hub/return address) by email.
- Once the product reaches our hub, our team will inspect it against your reported defect or quality issue. Based on that inspection, we will process either a replacement or a refund, as applicable and agreed with you.
- Timeline: The new replacement or exchanged product typically gets delivered within 5–7 business days after the item arrives at our hub and passes inspection (this is in addition to courier time for the return shipment to reach us).
- For products that carry a separate manufacturer warranty, certain defects may need to be addressed with the manufacturer as described on the product or packaging; we will guide you when that applies.
5. Refund process and timing
- After we receive and inspect a returned item, we will notify you of approval or rejection.
- Approved refunds are credited to your original payment method within approximately 5–7 business days, depending on your bank or payment provider.
- Shipping charges (including any flat fee paid on orders below free-shipping thresholds) are non-refundable except where we cancel the order, or we agree the return is due to our error or a defective/wrong shipment as above.
6. Non-returnable situations
- Used items, or items showing wear, damage, or alteration after delivery;
- Custom or personalised orders, unless faulty;
- Returns requested after the 3-day return window (except where law requires otherwise);
- Items without original packaging or missing parts, unless the fault is ours.
Some product categories may be listed as non-returnable at purchase; that will be shown clearly where it applies.
7. Exchanges
- Exchange requests must be raised within 48 hours of delivery (timestamp based on courier proof of delivery or our delivery records). This applies when you wish to swap for another size, variant, or eligible product, subject to stock availability.
- Initiate an exchange using the email process in section 2: include your order ID, the item you received, and the exact product or variant you want instead. We will confirm whether the exchange is possible and share return/re-shipment instructions.
- Returned items for exchange must be unused, in original packaging, with tags intact where applicable. We may inspect the item before approving the exchange.
- If an exchange cannot be fulfilled (e.g. out of stock), we may offer a refund or store credit as agreed with you, in line with this policy.
Questions? Email support@kanchudhan.com. See also our Shipping Policy.
