Effective Date: 14 October 2026
Website: https://karurmart.in
At KarurMart, we aim to provide our customers with quality products, accurate order fulfilment, and reliable delivery. This policy explains the conditions under which returns, refunds, and replacements may be requested.
By placing an order on our website, customers acknowledge this policy, subject to their rights under applicable Indian law.
1. Return and Replacement Eligibility
Customers may request a return, refund, or replacement if any of the following issues occur:
- Damaged product: The product arrives damaged.
- Defective product: The product has a manufacturing defect or does not function as intended.
- Wrong product: The delivered product differs from the product ordered.
- Missing items: One or more items are missing from the order.
- Incorrect quantity: The quantity delivered does not match the quantity purchased.
- Product not as described: The product materially differs from its advertised description or agreed specifications.
All requests will be reviewed based on the circumstances and supporting information. The appropriate remedy may be a replacement, refund, or another remedy available under applicable law.
2. Return Window – 24 Hours
Customers should report damaged, defective, incorrect, or incomplete deliveries within 24 hours of delivery.
Please contact our support team as soon as possible and provide:
- Your KarurMart order ID.
- The name of the affected product.
- A description of the issue.
- Clear photographs of the product and its packaging, where available.
- An unboxing video, if available.
Please retain the product, accessories, and original packaging until the complaint is resolved.
The 24-hour reporting period is intended to help us investigate delivery-related issues promptly. It does not automatically extinguish any consumer rights or remedies available under applicable law if a complaint is raised later.
The absence of an unboxing video alone will not automatically invalidate a genuine complaint.
3. Change-of-Mind Returns
KarurMart does not ordinarily accept returns solely because a customer:
- Changes their mind after ordering.
- No longer wants the product.
- Selects the wrong colour, size, style, or variant.
- Finds that the product does not match their personal preference when it matches the listing and agreed specifications.
Customers are encouraged to review product descriptions, images, available sizes, colours, quantities, and specifications carefully before placing an order.
This restriction does not apply where a return, refund, replacement, or other remedy is required under applicable law, including in cases involving defective, deficient, incorrect, spurious, or materially misdescribed products.
4. Products with Hygiene or Personal-Use Considerations
Certain products, including earrings, imitation jewellery, hair accessories, cosmetics, and personal-care items, may be subject to additional hygiene-related restrictions.
Where permitted by law, opened, used, worn, or customer-damaged products may not qualify for an ordinary discretionary return.
However, hygiene-related restrictions do not exclude remedies required by law for defective, damaged-on-arrival, incorrect, or otherwise legally eligible products.
5. Refund Policy
A refund may be approved in circumstances including:
- A verified damaged, defective, incorrect, or materially misdescribed product.
- An approved return where a refund is the appropriate remedy.
- A prepaid order cancelled by KarurMart.
- An order confirmed lost or undelivered where a refund is due.
- A product that cannot be replaced when a refund is the appropriate resolution.
- Any other circumstance in which a refund is required by applicable law.
Refund Processing Time
Once a refund is approved, KarurMart aims to initiate it within 7–10 business days, subject to any shorter deadline required by applicable law.
Refunds will ordinarily be sent to the original payment method wherever possible. An alternative lawful refund method may be used where appropriate and agreed upon.
The time required for the refunded amount to appear in the customer’s account may depend on the bank, payment gateway, or payment service provider.
If a refund is delayed beyond the applicable period, customers may contact our support team for an update.
6. Replacement Policy
Where appropriate, KarurMart may offer a replacement for a verified damaged, defective, incorrect, or incomplete order.
- Replacements are subject to product availability.
- The replacement product should correspond to the product originally ordered, unless another option is agreed upon.
- If the same product is unavailable, KarurMart will communicate the available remedies, including a refund where appropriate.
- Customers should follow the return and collection instructions provided by our support team.
Customers must not send products to an address without receiving return instructions from KarurMart.
7. Return Shipping Charges
- Where a return or replacement is necessary because of an issue attributable to KarurMart or its fulfilment process, KarurMart will arrange or reimburse reasonable return shipping costs, as appropriate.
- For any discretionary return permitted by KarurMart, the applicable return shipping arrangements and charges will be communicated in advance.
- Customers should not incur additional return shipping expenses without first contacting our support team, unless necessary to exercise a legal right.
Nothing in this section limits a customer’s entitlement to return shipping reimbursement or another remedy where required by law.
8. Order Cancellation
Customers may request cancellation before an order is dispatched by contacting our support team.
After dispatch, cancellation may no longer be possible through the ordinary cancellation process. Customers should contact us to discuss the available options.
If KarurMart cancels a prepaid order, the applicable refund will be initiated within the timeframe required by law.
Any cancellation charge or restriction will be applied only where lawful and properly disclosed.
9. Undelivered or Lost Orders
If an order has not arrived within the expected delivery period, customers should contact our support team with their order ID.
KarurMart will investigate the shipment with the relevant delivery partner. If the order is confirmed lost, cancelled, or undelivered and a refund or other remedy is due, KarurMart will arrange the appropriate resolution.
Customers will not be required to wait indefinitely for an undelivered order.
10. Incorrect Delivery Address
Customers are responsible for entering an accurate delivery address, mobile number, and PIN code during checkout.
If delivery fails because the customer provided incorrect or incomplete details, additional delivery charges may apply where lawful and disclosed in advance.
This provision does not apply where the delivery failure is attributable to KarurMart or its delivery partner.
11. How to Request a Return, Refund, or Replacement
Please follow these steps:
- Contact KarurMart through the official email or WhatsApp support channel listed below.
- Provide your order ID and registered mobile number.
- Explain the issue and submit relevant photographs or other supporting information, where available.
- Allow our support team to review the complaint and communicate the next steps.
- Follow the return, collection, refund, or replacement instructions provided by our team.
Please retain any complaint reference or ticket number provided by our support team.
12. Customer Grievance Redressal
KarurMart is committed to handling customer complaints fairly and promptly.
Grievance Officer / Customer Support Contact: Ganesh
Email: ganeshs03061972@gmail.com
Customers may use these contact details for complaints concerning orders, returns, refunds, replacements, delivery, or other store-related issues.
Complaints will be acknowledged and addressed within the timeframes prescribed by applicable law.
13. Consumer Rights and Applicable Law
This policy is governed by the applicable laws of India, including the Consumer Protection Act, 2019, and the Consumer Protection (E-Commerce) Rules, 2020, as amended from time to time.
Nothing in this policy is intended to exclude, restrict, or waive any consumer right or legal remedy that cannot lawfully be excluded or restricted.
Where this policy conflicts with a mandatory legal requirement, the applicable legal requirement will prevail.
14. Changes to This Policy
KarurMart may update this policy when necessary to reflect changes in its operations or applicable law. The latest version and its effective date will be published on this page.
Customers are encouraged to review the policy before placing an order.
Thank you for shopping with KarurMart.