A: FILING A RETURN / REPLACEMENT REQUEST
We at www.ktusu.in asserting our intentions to delight our customers by enhancing their online shopping experience. Hence, we look forward to extending our extensive support at all times to guarantee the quality of products bought at our website and app.
Want to Return a Product?
- We offer a 7 day return guarantee on all the products bought on our website and app. Products should be returned in their original condition.
- Returns will be accepted under the following conditions: Defective/Damaged Product Product significantly different from the Product’s Specifications Wrong Color/ Size/ Style Incorrect Quantity Wrong Product Delivered Part of Product is missing.
- Returns will not be accepted under the following conditions: Product is damaged due to misuse/overuse Consumable Product Returned without original packaging including, price tags, labels, original packing, freebies, and other accessories. Serial Number has tampered with Defective products that are covered under Seller/Manufacturer’s warranty and reported after 48hrs. Damaged products were reported within 24-48hrs. Product or box is damaged due to misuse or incidental damage because of malfunctioning of product. Product is used or worn or altered.
Want to Replace a Product?
Replacement will be accepted if your purchase is covered under buyer protection and the product is in stock. In case, the product is out of stock, we will issue you a Credit Note. Also, if the product delivered is not the same that you had ordered. Please read the Product description carefully and choose the right size and color. Replacement will not be accepted in the following conditions: Product is damaged due to misuse/overuse Consumable Product Returned without original packaging including, price tags, labels, original packing, freebies, and other accessories. Serial Number has tampered with Defective products that are covered under Seller/Manufacturer’s warranty and reported after 7days. Damaged products were reported within 24hrs. Product or box is damaged due to misuse or incidental damage because of malfunctioning of product. Product is used or worn or altered
What is the time frame in which, I have to file a return/replacement request?
Return/Replace request of the Product(s) to be initiated within 7days of delivery. Return Request to be filed with Ktusu's Customer Support within 24-48hrs of Delivery under the following condition: Damaged Product Empty Parcel Missing Item
How do I file a Return request and what happens afterward?
Filing a Return Request: You can file a return request by contact Ktusu support team via mail at returns@ktusu.in or Call. Return requests will be reviewed by the ktusu team. After check all fect and approval, the pickup of the product will be arranged through our courier partners. If our reverse pickup service is not available on your address, we will ask you to dispatch the product. After the product is received at our warehouse, it is verified against your claim. Replacement or Credit Note is initiated. Replacement would depend on the stock availability with the respective.
What happens afterwards? It takes between 7 to 10 days from the time a request is raised, to the time the product is delivered back to us. Exact time would depend on the nature of the product and your location. Please be assured that we work very hard to ensure that your interests are protected.
PICK UP PROCEDURE
- How should I pack the product for pick up? Make sure that the merchandise has not been used/altered/tampered with, as well as is accompanied by its original price tag and packing slip. Do not forget to mention your order number on the box. If your order is approved for pickup, you will receive the packaging instructions, return address and documentation needed, in a separate email from us if needed.
- Do I need to pay the courier company to send my product back? No, if we arrange the pickup of your product, you don't need to pay anything. If you are using a courier service to send your product back, you need to bear the courier cost.
- What do I do if my area does not have a reverse pick up service? On approval of the return request as filed by you, you will need to send the product back on the return address as mentioned by us in a separate email to you along with the packaging instructions and the documentation needed. You will also need to bear the cost of the courier.
- What are the documents I need to attach for the return/replacement process?
- Reverse Pickup by Ktusu: Mention the Order number on the package along with the Address (as mentioned in the email by us) before handing over the packet to the Pickup executive. The receipt from the courier company must be kept as proof of handing over the parcel for tracking purposes. Ktusu shall not be liable for any incidental defect/damage, like liquid/mishandling, etc. by the customer.
- Self Return: Mention the Order number on the packet along with the Address (as mentioned in the email by us) before handing over the packet to the Courier Company. Share a copy of the courier receipt with us, evidencing the dispatch of the product, addressed to us. In case, you do not get a confirmation from us receipt of the return product, you are advised to track the shipment with the courier service provider to which, you have handed over the product.
- My product has been picked up, how do I know it has reached you ?
- You will receive an confirmation from us after 24-48 Hours of Pickup with the Tracking details. You can track the package on courier’s website. You can also track the status of your return request at our website.
REPLACEMENT OR CREDIT NOTE
- When will I get the replacement or Credit Note ? We initiate the replacement or credit Note within 24-48hrs of receiving the product at our center. The credit note/replacement may get delayed or declined if the product received by us is not as per your claim or in case of missing Order ID on the package.
- Want to know the status of my return request. You can conatct us regarding status of your return at our customer support, You can also reply to the email received from Ktusu support to know the status of your request. Every request received at Ktusu is assigned a ticket number and an acknowledgement is sent to your registered email. Please access registered email and mobile only, for communication with us. Post receipt of your Return request, we keep you updated on way forward, like approval or rejection of return, pick-up and re-shipment. You can be assured that we are working on your request.
DETAILS OF PRODUCT SPECIFICATIONS FOR RETURN / REPLACEMENT
- Product has manufacturing defect: If the product has manufacturing defect, please check buyer protection. If the product has manufacturer’s warranty, you should claim the warranty by calling or visiting the nearest service center of the product’s brand. Ktusu shall not be liable for any incidental defect/damage, like liquid/mishandling etc. by the customer. For non-standard products, please contact us at www.ktusu.in and we would take your issue with the merchant.
- Product is damaged All products are carefully packed before dispatch. In a rare circumstance, if the product reached you in damaged state, please contact us within 24hrs from www.ktusu.in.
- Product is significantly different from description You are covered by Ktusu Return & Replacement policy in case you receive a product that is significantly different from the product description on the website. This not only covers, wrong size, color, style etc. but also any wrong promises or details in product description including major quality issues, expiration date etc.
- Wrong color delivered If wrong color is delivered, under buyer protection you are eligible for replacement or Credit Note. For some products there could be slight variation in the picture and actual product. Before creating a request through www.ktusu.in support, please ensure you have verified with the product description at the website, and you are sure that the delivered product isn’t as per the mentioned details. Please do keep the picture of the product as we will need it for verification.
- the Wrong size delivered If the wrong size is delivered, under buyer protection you are eligible for a replacement or credit note. For some products, there could be slight variation in the picture and actual product. Before creating a request through www.ktusu.in support, please ensure you have verified the product description on the website, and you are sure that the delivered product isn’t as per the mentioned details. Please do keep the picture of the product as we will need it for verification.
- Wrong quantity delivered If the wrong quantity is delivered, you are covered under buyer protection. Inform us within 2 days of receiving the order through www.ktusu.in support. Please check the delivered Packet thoroughly, and verify with the Product Details on the website.
- Wrong product delivered If a wrong product is delivered, under buyer protection, you are eligible for a replacement or credit note. For some products, there could be slight variation in the picture and actual product. Before creating a request through www.ktusu.in support, please ensure you have verified the product description on the website, and you are sure that the delivered product isn’t as per the mentioned details. Please do keep the picture of the product as we will need it for verification.
- the Wrong style delivered If the wrong style is delivered, under buyer protection, you are eligible for a replacement or credit note.
