Return Policy
Cancellation before shipment (Only valid on orders’ place & delivery in India):
If the order or the item(s) that you want to cancel have not been shipped yet, you can write to our customer support team on [email protected] or call us on (Monday to Saturday, 10AM to 6PM)
In such cases, the order will be cancelled, and the money will be refunded to you within 24-48 business hours after the cancellation request is duly processed by us.
How will I get refunded for the cancelled orders and how long will this process take?
Please note that once your order has been dispatched from our warehouse, your order cannot be cancelled.
In case of cancellation before shipment, we process the refund within 2 – 5 business days after receiving your cancellation request.
- For payments done through credit/ debit cards or net banking, the refund will be processed to the same account from which the payment was made within 2 – 5 business days from the date of us receiving the products back. It may take an additional 2-3 days for the amount to reflect in your account.
- For cash on delivery transactions, we will initiate a bank transfer against the refund amount against the billing details shared by you. This process will be completed within 24-48 business hours of us receiving the products back and your bank details on email. It will take additional 2-3 business days for the amount to reflect in your account.
Returns, Replacements and Refunds
How do I return an item purchased on Kapila Health Care?
Kapila offers its customers an ’Easy return policy’, wherein you can raise a return/exchange request of a product within 15 days of its delivery. We also accept partial returns wherein you can raise a return request for one or all products in your order.
- Step 1: Contact our Customer Support team via email ([email protected]) within a period of 5 days from the date of receiving the order.
- Step 2: Provide us with your order ID details and your request to return/replace/refund your order. Kindly email an image of the product, clearly showing the batch number and the invoice for our reference.
- Step 3: We will pick up the products within a period 4 – 7 business days of receiving your request. Once we receive the products back, we will initiate the refund or replacement process only if the products are received by us in their original packaging with their seals, labels and barcodes intact.
Note: If it is a case of replacement, it is subject to the availability of stock. In cases when a replacement may not be available, we will refund you the full amount.
Which are the items that cannot be returned/exchanged?
Returns will not be accepted under the following conditions:
- Product is damaged due to misuse/overuse
- When a product is returned without the original packaging including price tags, original outer packaging, freebies and other accessories or if the original packaging is damaged.
- Serial Number is tampered with.
- Defective products that are not covered under Seller/Manufacturer’s warranty
- Product is used or altered
- If request is initiated after 15 business days of order delivery
- Free product provided by brand
Categories not eligible for Return:
- Personal care appliances cannot be returned due to hygiene issues
Please note: For certain marketing campaigns or mega sale periods, special return/exchange/refund rules may apply. Information regarding this is visible on the promotion banner. For any Type of discounted products and Free Shipment Products are non-refundable. For any clarification, please feel free to contact our customer care.
How should I proceed if I have received a damaged or wrong product in my order?
Our shipments go through rigorous quality check processes before they leave our warehouse. However in the rare case that your product is damaged during shipment or transit, you can request for a replacement or cancellation and refund.
If you have received an item in a damaged/defective condition or have been sent a wrong product, you can follow a few simple steps to initiate your return/refund within 15 days of receiving the order:
- Step 1: Contact our Customer Support team via email ([email protected]) within 5 days of receiving the delivery of your order.
- Step 2: Provide us with your order ID details and your request to return/replace/refund your order. Kindly email images or a video of the product and the invoice for our reference. In the images/ video shared on email, the product’s batch details should be clearly visible without which we would be unable to process your request. Please note that:
(a) If you claim the product is leaking or if the product is damaged during the delivery process, please send us images or a video recording the leakage/ damage caused, please provide us with clear images or video of the leakage/ damaged product along with clear images or video of the spillage (if any) on the inner and outer packaging.
(b) In case your claim is that the seal of the product has been tampered, then please provide us with images to show that the product’s seal has been tampered with.
(c) In case you received a wrong product, which was never ordered for, please provide us with clear images of the wrong product delivered along with the product’s batch details.
- Step 3: We will pick up the products within 4 – 7 days of receiving your request. We will initiate the refund or replacement process only if the products are received by us in their original packaging with their seals, labels and barcodes intact.
Once all the details are received, it would take our Customer Services team 3 days to revert on your complaint/ query/ issue. In case an exchange is approved for your complaint, you shall be informed of the same with an authorization number and we will arrange a reverse pickup of the product. In the case of a product refund, once your request is approved, the refund will reflect in your account within 2 – 5 days and you will be sent an email confirming the same.
Please do note that if it is a case of replacement, it is subject to the availability of stock. In case that a replacement may not be available, we will refund you the full amount.
Do I have to return the free gift when I return a product?
Yes. The free gift is included as a part of the item order and needs to be returned along with the originally delivered product.
Can I return part of my order?
Yes. A return can be created at item level and if you have ordered multiple items, you can initiate a return/replacement/refund for any individual item. However, any product being returned needs to be returned in full including all components as well as any complimentary gifts or products which came along with it.
How will I get refunded for the returned orders and how long will this process take?
In case of a return/replacement/refund, we process the refund once the products have been received and verified at our warehouse.
- For payments done through credit/debit cards or net banking ,the refund will be processed to the same account from which the payment was made within 24-48 business hours of us receiving the products back. It may take 2-3 additional business days for the amount to reflect in your account.
- For cash on delivery transactions, we will initiate a bank transfer against the refund amount against the billing details shared by you. This process will be completed within 24-48 business hours of us receiving the products back and your bank details on email. It will take additional 2-3 business days for the amount to reflect in your account.