Returns is a scheme provided by respective sellers directly under this policy in terms of which the option of exchange, replacement and/ or refund is offered by the respective sellers to you. All products listed under a particular category may not have the same returns policy. For all products, the returns/replacement policy provided on the product page shall prevail over the general returns policy. Do refer the respective item’s applicable return/replacement policy on the product page for any exceptions to this returns policy and the table below
The return policy is divided into three parts; Do read all sections carefully to understand the conditions and cases under which returns will be accepted.
Part 1 – Category, Return Window and Actions possible
|Category||Returns Window, Actions Possible and Conditions (if any)|
|Lifestyle: Kid’s (Capri, Shorts & Tops), Men’s (Ethnic Wear, Shirt, Formals, Jeans, Clothing Accessory), Women’s (Ethnic Wear, Fabric, Blouse, Jean, Skirt, Trousers, Bra), Bags, Raincoat, Sunglass, Belt, Frame, Backpack, Suitcase, Luggage||14 days Refund, replacement or exchange|
|Lifestyle: Jewellery, Footwear Accessories, Travel Accessories, Watch Accessories, Winter Wear (Blazer, Sweatshirt, Scarf, Shawl, Jacket, Coat, Sweater, Thermal, Kid’s Thermal, Track Pant, Shrugs)Home: Pet Supplies & Rest of Home. (Except Home décor, Furnishing, Home Improvement Tools, Household Items)||10 days Refund or replacement|
|Watch, Footwear and Rest of Lifestyle||14 days Refund, replacement or exchange|
|Medicine (Allopathy & Homeopathy)||2 days Refund|
|Home: Home Improvement Tools, Household Items, Home décor, Furnishing||7 days Refund or replacement|
|Books (All books)Sports Equipments (Racquet, ball, support, gloves, bags etc.) Exercise & Fitness Equipments (Home Gym combos, dumbbell etc.)Auto Accessories – Car and Bike accessories (helmets, car kit, media players etc.)||7 days Replacement only Free replacement will be provided within 7 days if the product is delivered in defective/damaged condition or different from the ordered item. Please keep the product intact, with original accessories, user manual and warranty cards in the original packaging at the time of returning the product.|
|Toys (Remote controlled toys, Learning toys, Stuffed toys etc.)Stationary (Pens, Diary notebooks, Calculators etc.)Musical Instruments (Microphones & Accessories, Guitars, Violins etc.)||10 days Replacement only Free replacement will be provided within 10 days if the product is delivered in defective/damaged condition or different from the ordered item. Please keep the product intact, with original accessories, user manual and warranty cards in the original packaging at the time of returning the product. Non Returnable- All Wind Instruments (Harmonicas, Flutes etc.) This item is non-returnable due to hygiene and personal wellness. In case these products are delivered in damaged/defective condition or different from the ordered item, we will provide a free replacement.|
|All Mobiles (except Apple / Google phones),Electronics – (except Apple / Beats, Google, Realme, Samsung, JBL& Infinity, Epson, HP, Dell, Canon, MI Products (Tablets, Laptops, Smart Watches)All Small Home Appliances (Except Chimney, Water Purifier, Fan, Geyser)||7 days Replacement only In order to help you resolve issues with your product, we may troubleshoot your product either through online tools, over the phone, and/or through an in-person technical visit. If a defect is determined within the Returns Window, a replacement of the same model will be provided at no additional cost. If no defect is confirmed or the issue is not diagnosed within 7 days of delivery, you will be directed to a brand service center to resolve any subsequent issues. In any case, only one replacement shall be provided.|
|Mobile – Apple & Google.Electronics – Apple / Beats, Google, Realme, Samsung, JBL & Infinity, Epson, HP, Dell, Canon & MI Products (Tablets,Laptops, Smart Watches)||7 days Replacement only For all functionality related issues, do contact the brand authorized service centre directly.· Authorized Service Partner Locator : Apple / Beats – https://locate.apple.com/in/eno Google- https://support.google.com/pixelphone/answer/7173456?hl=en-GBo Realme – https://www.realme.com/in/support/serviceso Samsung – https://www.samsung.com/in/support/service-center/o JBL & Infinity – https://support.jbl.com/in/en/customer-service/service-centres.htmlo Epson – Please reach out to 1800 425 00 11 to contact the brand authorised service centre.o HP – Please reach out to 18002587170 to contact the brand authorised service centre.o Dell – www.support.dell.como Canon – Please reach out to 18601803366 to contact the brand authorised service centreo MI – Please reach out to 1800 103 6286 to contact the brand authorised service centre.· Brand Support Site : Apple / Beats – https://support.apple.com/en-ino Google – https://madeby.google.com/intl/en_in/phone/support/o Realme – https://www.realme.com/in/supporto Samsung – https://www.samsung.com/in/support/o JBL & Infinity- https://support.jbl.com/in/en/o Epson – Please reach out to 1800 425 00 11 to contact the brand authorised service centre.o HP – Please reach out to 18002587170 to contact the brand authorised service centre.o Dell – www.support.dell.como Canon – Please reach out to 18601803366 to contact the brand authorised service centreo MI – Please reach out to 1800 103 6286 to contact the brand authorised service Centre. For any other issues with the product you may contact Keralain – Keralain 24×7 Customer Care|
|Furniture, Large appliances Rest of Small Home Appliances – Chimney, Water Purifier, Fan, Geyser only||10 days Replacement only For products requiring installation, returns shall be eligible only when such products are installed by the brand’s authorized personnel. In order to help you resolve issues with your product, we may troubleshoot your product either through online tools, over the phone, and/or through an in-person technical visit. If a defect is determined within the Returns Window, a replacement of the same model will be provided at no additional cost. If no defect is confirmed or the issue is not diagnosed within 10 days of delivery or Installation wherever applicable, you will be directed to a brand service centre to resolve any subsequent issues. In any case, only one replacement shall be provided.|
|Grocery – (Dairy, Bakery, Fruits and Vegetables)||2 Days Refund Only|
|Grocery – (Remaining items under grocery)||10 days Refund only Fruits and Vegetables ordered would be delivered only in the first attempt. In order to ensure that you get fresh fruits and vegetables, we will not be making reattempts to deliver your fruits and veggies in case you miss your slot. Rest of grocery items from Supermart would be delivered through reattempt in case you miss your slot.|
|Try & Buy||10 days Refund only This policy shall be applicable selectively (geographical coverage, product, customer and time periods).Try & Buy benefits shall be applicable only if the product was bought when the item was on Try & Buy. Else normal category policy shall apply on the order. In any case, only one replacement shall be provided.|
|No Returns categories||Some products in the above categories are not returnable due to their nature or other reasons. For all products, the policy on the product page shall prevail. You can view the complete list of non-returnable products here.|
Part 2 – Returns Pick-Up and Processing
In case of returns where you would like item(s) to be picked up from a different address, the address can only be changed if pick-up service is available at the new address
During pick-up, your product will be checked for the following conditions:
|Correct Product||IMEI/ name/ image/ brand/ serial number/ article number/ bar code should match and MRP tag should be undetached and clearly visible.|
|Complete Product||All in-the-box accessories (like remote control, starter kits, instruction manuals, chargers, headphones, etc.), freebies and combos (if any) should be present.|
|Unused Product||The product should be unused, unwashed, unsoiled, without any stains and with non-tampered quality check seals/return tags/warranty seals (wherever applicable). Before returning a Mobile/ Laptop/ Tablet, the device should be formatted and Screen Lock (Pin, Pattern or Fingerprint) must be disabled. iCloud lock must be disabled for Apple devices.|
|Undamaged Product||The product (including SIM trays/ charging port/ headphone port, back-panel etc.) should be undamaged and without any scratches, dents, tears or holes.|
|Undamaged Packaging||Product’s original packaging/ box should be undamaged.|
The field executive will refuse to accept the return if any of the above conditions are not met.
For any products for which a refund is to be given, the refund will be processed once the returned product has been received by the seller.
Part 3 – General Rules for a successful Return
- In certain cases where the seller is unable to process a replacement for any reason whatsoever, a refund will be given.
- During open box deliveries, while accepting your order, if you received a different or a damaged product, you will be given a refund (on the spot refunds for cash-on-delivery orders). Once you have accepted an open box delivery, no return request will be processed, except for manufacturing defects. In such cases, this category-specific replacement/return general conditions will be applicable. Click here to know more about Open Box Delivery
- For products where installation is provided by Keralain’s service partners, do not open the product packaging by yourself. Keralain authorised personnel shall help in unboxing and installation of the product.
- For Furniture, any product related issues will be checked by an authorised service personnel (free of cost) and attempted to be resolved by replacing the faulty/ defective part of the product. Full replacement will be provided only in cases where the service personnel opines that replacing the faulty/defective part will not resolve the issue.
Wrong Delivery – (Customer received delivery message, product not delivered):
‘In case the product was not delivered and you received a delivery confirmation email/SMS, report the issue within 7 days from the date of delivery confirmation for the seller to investigate.’