Refund Policy

Our Cancellation, Return and Refund Policy was last updated in November, 2023

 Thank you for shopping at Keffy. If, for any reason, you are not completely satisfied with a purchase we invite you to review our policy on cancellation, returns and refund.

  1. What is this Cancellation, Return and Refund Policy?
  • In keeping with Aurora Retail Private Limited’s (“Company”) goal of ensuring User satisfaction, this cancellation, return and refund Policy (“Cancellation, Return and Refund Policy”), together with the terms of use at https://keffyit.com/pages/terms-of-use, sets out Company’s procedures and policies in accepting: (a) product cancellations before the product is delivered to a User; or (b) product returns, once a product has been delivered to a User after purchase from the Website. Any return or cancellation of products by Users shall be governed by and subject to the terms and conditions set out under this Cancellation, Return and Refund Policy.
  • Users are required to peruse and understand the terms of this Cancellation, Return and Refund Policy. If you do not agree to the terms contained in this Cancellation, Return and Refund Policy, you are advised not to accept the Terms of Use and may forthwith leave and stop using the Website. The terms contained in this Cancellation, Return and Refund Policy shall be accepted without modification and you agree to be bound by the terms contained herein by initiating a request for purchase of product(s) on the Website.
  • Company reserves the right to alter and enforce this Cancellation, Return and Refund Policy at any time without having to serve a prior notice on the User. However, Company will notify the Users of any change in the Cancellation, Return and Refund Policy by posting a notice on the homepage of the Website.
  1. Terms of cancellation
    • Cancellation before dispatch.
  • A User is permitted to fully or partially cancel orders prior to its dispatch from Company.
  • Upon successfully placing an order on the Website and after Company has successfully handed over the products for delivery to its delivery partner, the User will receive a unique tracking identity number, which will enable the User in tracking the status of delivery of the purchased products.
  • Prior to the dispatch of the purchased products, should the User decide to cancel the purchase, the User can do so by referencing the unique tracking identity number received by the User and requesting Company to process a cancellation by sending an email to support@keffyit.com.
  • In all events of cancellation prior to the dispatch of the purchased products, Company shall initiate refunds within 2 (two) business days from the date on which it received the request from the User.
  • In case of cash on delivery, the refund will reflect in the User’s bank account within such reasonable time (subject to the policies of the User’s bank in case of bank account/credit card refunds) from the date on which Company initiates the refund. All refunds shall be subject to applicable charges as may be deducted by the User’s bank.
  • In case of payment made through prepaid mode through any channel, the refund will be made to the original mode of payment. All refunds shall be subject to applicable charges as may be deducted by the User’s bank.
    • Cancellation after dispatch.We do not accept post-dispatch cancellation of orders.
  1. Returns
    • You may return the order within seven (7) days. It is clarified that returns will only be accepted under the following exceptional circumstances:
  • Defective Products: If you receive a defective product, you may be eligible for a refund or an exchange, as determined by the Company. We may require photographic evidence of the defect for our records. The determination of whether a product is defective or not lies solely with the Company. The Company’s decision in this regard is absolute and final.
  • Incorrect or Incomplete Order: If you receive products that are different from what you ordered or if your order is incomplete, you may be eligible for a refund or an exchange, as determined by the Company. The determination of whether an order is incorrect or incomplete lies solely with the Company. The Company’s decision in this regard is absolute and final.

If seven (7) days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

In order to return the product, You must inform Us of your decision by:

  • Conditions for Returns

In order for the products to be eligible for a return, please make sure that:

  • The products were purchased in the last 7 days;
  • All returned items must be in new and unused condition, with all original labels attached.
  • The products are in the original packaging.
  • The following products cannot be returned:
    • The supply of products made to Your specifications or any other personalized orders.
    • The supply of products which according to their nature are not suitable to be returned, deteriorate rapidly or where the date of expiry is over.
    • The supply of products which are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery.
  • If a User has purchased products which form a part of a package of other products, or if the products forms a part of a promotional package (collectively, the “Bundled Package”), the User shall be required to return all the products that form a part of the Bundled Package for Company to process refunds. It is hereby clarified that if the Bundled Package consists of any Non-returnable product along with other products, the User shall return all other products except the Non-returnable products.

We reserve the right to refuse returns of any merchandise that does not meet the above return conditions in our sole discretion.

  1. Process to initiate a return / refund / exchange request
    • Please login with your credentials and visit the My Account section.
    • Select the order you want to return and click on “Return/Exchange” and follow the instructions on this page to obtain a Return ID.
    • The User will be required to produce a copy of the original invoice at the time of placing a request for return of products. The User shall ensure that the Product(s) being returned comply with the conditions set out under this Cancellation, Return and Refund Policy and are, among other conditions, intact, all packaging material undamaged and unused.
    • At the time of creation of this return / refund request, the User shall specify the preferred mode of refund i.e. the User’s bank.
    • The products will be picked up within the timelines intimated by Company.
    • Company will initiate the refund or replacement process only if the products are received in accordance with the Cancellation, Return and Refund Policy.

 

  1. Terms of Return of products
    • Return of purchased products are facilitated through Company’s reverse-logistics partners. Upon a User making a request for return of the products on the Websites and the same being duly acknowledged by Company, Company’s reverse-logistics partners shall get in touch with the User in order to collect the purchased products from the User and delivering it to Company. While Company has made reasonable endeavours to ensure delivery and pick-ups across multiple locations in India, currently, Company has a select list of areas where deliveries and collection can be undertaken by its reverse-logistics partners. In events where Company is unable to facilitate a pick-up of the purchased product for return from the User, the User is required to self-ship the products to Company’s shipping warehouse, the address for which will be intimated to the User upon the User placing such request for return. Upon self-shipping the product to Company’s warehouse, the User shall be required to scan the courier/postal receipt to support@keffyit.com for Company’s records. The aforesaid return by self-shipping the products is subject to the returned products passing quality check at Company’s returns desk/warehouse.
    • In the event where the User claims to have self-shipped the product in accordance with the process set out in paragraph 5.1 above and Company does not receive the returned product or the package containing such product is empty, the User shall be required to submit the ‘proof of delivery’ received from the courier/postal agency to Company to prove his/her claim of return of products through self-shipment to Company. It is specifically clarified that any refunds shall be processed by Company only upon it receiving the returned products and concluding required quality checks or receiving the ‘proof of delivery’ from the User, as the case may be.

 

  1. Refunds
    • It is expressly clarified that the refund entitled to by a User shall not include monies paid towards shipping charges or any other such charges applicable from time to time, except in case of a Product having a defect at the time of delivery (for reasons attributable to, and accepted by Company after due verification at its sole discretion).
    • Company shall make all reasonable attempts to keep the User apprised of the status of refund through updates shared on the User’s registered mobile number and email address. Company disclaims all liabilities that may arise on account of its failure to keep the User apprised of the status of the refund.
    • If the request for refund is undisputed by Company, the refund should reflect in the User’s bank account within such reasonable time (subject to the policies of the User’s bank in case of bank account/credit card refunds) from the date on which Company initiates the refund.
    • Refunds shall be processed by Company through its normal banking channels except in cases where a User had opted for the cash on delivery option. Where a User had opted for cash on delivery option for payment towards the purchased products, Company shall process all refunds into the Users’ valid bank accounts, if details of such accounts are provided by the User to Company at the time of refund.

 

  1. Gifts
    • If the products were marked as a gift when purchased and then shipped directly to you, You'll receive a gift credit for the value of your return. Once the returned product is received, a gift certificate will be mailed to You.
    • If the products weren't marked as a gift when purchased, or the gift giver had the Order shipped to themselves to give it to You later, We will send the refund to the gift giver.

 

  1. Please Note

Sale items are FINAL SALE and cannot be cancelled, returned and/or exchanged. 

  1. Contact Us

If you have any questions about our Cancellation, Return and Refund Policy, please contact us:

 

You may also contact our Grievance Redressal Officer at paras@keffyit.com