1. Return request window

Unless the product page states a longer period, submit the request within 7 calendar days after the recorded delivery date. The account workflow calculates eligibility from the delivery record. A product-specific shorter window will not remove remedies that cannot lawfully be restricted.

• Only delivered items can enter the return workflow.
• Submitting within the window does not itself guarantee approval; the reason, product condition and applicable rights are reviewed.
• If the online action fails, contact support within the window and retain evidence of the attempt.

2. When a remedy is available

• The item is defective or does not function as represented.
• It arrived damaged, incomplete, tampered with or with missing accessories.
• You received the wrong item, model, size, colour or quantity.
• The item is spurious, counterfeit, materially different from its description, or otherwise not as advertised.
• A change-of-mind return is expressly offered on the product page and its stated conditions are met.

3. Limited or non-returnable situations

For hygiene, safety, customisation, rapid deterioration, digital activation or loss of resale integrity, some correctly supplied and non-defective items may be marked replacement-only or non-returnable before purchase. Examples can include opened personal-care goods, innerwear, customised furniture, consumables, activated software or products damaged after delivery through misuse.

4. Product condition and evidence

• Keep the product, serial/IMEI label, original accessories, manuals, freebies and packaging while the request is reviewed.
• Do not erase, alter, install, repair or misuse the product except as reasonably needed to identify the issue.
• Provide clear photographs or video where the workflow requests them. For an intermittent fault, describe when it occurs.
• Packaging damage or absence is considered proportionately and will not by itself defeat a valid claim for defective or wrong goods.

5. How the process works

• Open the delivered order, choose eligible items and quantities, select the accurate reason, add details and upload available evidence.
• We review the request and may ask a reasonable diagnostic question or arrange pickup, store drop-off or inspection.
• At pickup, hand over only the approved item and listed accessories. Obtain or retain the pickup acknowledgement.
• After verification, we approve, partially approve or reject with a reason. You may escalate a disputed decision through the Grievance Policy.

6. Replacement, repair or refund

The suitable remedy depends on the defect, product, stock, warranty and applicable law. We may offer replacement or authorised repair where appropriate. You may receive a refund where replacement or repair is unavailable, unsuccessful, disproportionate, not accepted where law gives that choice, or otherwise required.

• A replacement is normally for the same product and variant, subject to stock.
• A manufacturer warranty does not replace KochasKart’s responsibility for a valid immediate delivery or description issue.
• For partial quantity returns, only the approved quantity is remedied.

7. Refund amount

• An approved refund includes the amount actually paid for the returned item, with applicable tax treatment.
• Order-level discount is allocated or recalculated proportionately by the order system.
• Original delivery charges are refunded where required by law or where the whole order failed for a reason attributable to us. Otherwise, a completed delivery service may remain chargeable if clearly disclosed.
• No undisclosed restocking fee is charged. Return shipping for a valid defect, wrong item, damage or misdescription is borne by us.

8. Refund method and timing

Approved online-payment refunds are initiated to the original payment source. COD refunds require a verified bank or another supported lawful payout method; we will never request a UPI PIN or OTP. We will communicate when the refund is initiated and provide a reference when available.

• The payment provider or bank may take additional business days to post an initiated refund.
• If the reference is marked processed but funds are not visible after the provider’s stated period, contact your bank and us with the reference.
• Refund status is separate from return-request status so each stage can be tracked.

9. Statutory rights and escalation

This policy is in addition to, and does not contract out of, remedies available under the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020 and other applicable law.