Returns & Refunds Policy
Information on return eligibility, processing timelines, replacements, and terms & conditions for all items purchased on the Kenilmart platform.
Our Return Philosophy & Disclaimer
At Kenilmart, most items purchased from our verified sellers are returnable within the designated return window, except those that are explicitly identified as not returnable. When a product is successfully returned by a customer, the refund is seamlessly issued back to the original payment method (for pre-paid transactions) or to the designated bank account (in the case of Pay on Delivery orders).
Disclaimer: In the event of any discrepancy, conflict, or translation error across different regional variations of this policy, this English version will strictly prevail.
1. General Returns Policy & Misuse Guidelines
Applicable products are returnable within the designated return window if you have received them in a condition that is physically damaged, has missing parts or accessories, is defective, or is significantly different from the description provided on the product detail page on Kenilmart.
Misuse of Return Policy: Kenilmart does not allow requests for unlimited returns or abusive free returns. In the event customers are found to misuse the return policy by excessively returning, frequently cancelling, or repeatedly not accepting dispatched orders, Kenilmart reserves the explicit right to warn, suspend, block, or permanently terminate such customer accounts as deemed necessary. Furthermore, to cover handling and processing logistics costs associated with abusive return behavior, Kenilmart reserves the right to charge a Return Processing Fee, which will be deducted from the total refund amount.
2. Conditions for Successful Returns
Before authorizing a refund or replacement, Kenilmart and our seller partners will carry out strict verification checks. A return will be successfully processed only if the following conditions are met:
- It is determined that the product was not damaged while in your possession following the delivery.
- The product being returned is exactly the same item that was originally shipped to you.
- The product is returned in its original, untouched condition. This strictly includes the manufacturer's brand box, intact MRP tags, user manuals, warranty cards, and all bundled accessories.
If you wish to return an electronic device (e.g., smartphone, tablet, laptop) that stores personal information, please ensure that you have performed a factory reset and removed all such personal data, iCloud locks, or Google accounts from the device prior to returning it. Kenilmart shall not be held liable in any manner for any misuse, leakage, or loss of such personal information left on a returned device.
3. Return Policy Types & Window Framework
Customers must check the specific product display page for the Return / Replacement policy applicable to that item before purchase. Below is the framework of our return windows:
This item is eligible for a free return or replacement within 10 to 30 days of delivery, in the unlikely event of a damaged, defective, or different item being delivered to you. For fashion and apparel, you can also exchange this item for a different size or color (based on inventory availability) or return it for a full refund in cases of buyer's remorse.
This item is eligible for free replacement within 7 or 10 days of delivery only in the event of a damaged, defective, or wrong item being delivered. Cases of buyer's remorse (e.g., you ordered the wrong color or model by mistake) are not eligible for returns under this category.
Service Centre & Technician Visits: If you report a defect with heavy appliances (Televisions, ACs, Refrigerators, Washing Machines, Microwaves), we may facilitate scheduling a certified technician visit to your location. Based strictly on the technician's on-site evaluation report, the final resolution (repair by brand, replacement, or refund) will be authorized.
Certain items are explicitly marked as "non-returnable" on their product detail pages due to hygiene, safety, or consumable nature (e.g., groceries, intimates, personal care, customized goods). These items cannot be returned under any circumstances.
Exception: In the highly unlikely event that a non-returnable item is delivered to you in a severely damaged, defective condition, or a completely wrong item was shipped, we will override this policy to provide a full refund or free replacement. We reserve the right to pick up the item and conduct an investigation prior to issuing this exceptional refund.
4. Replacements vs Refunds Protocol
Products may be eligible for a direct replacement only if the exact same seller has the exact same item (same SKU, model, size, and color) currently in stock.
On products where a return is eligible, if you request a replacement but the seller unfortunately does not have the exact same product in stock, a full refund will automatically be issued to you instead of a replacement. We will never forcefully replace an item with a "similar" model without your explicit consent.
5. Category-Specific Exceptions
The following specific product categories carry unique return policies overriding the general terms:
| Category | Specific Policy |
|---|---|
| Customizable Products | Non-returnable. Due to the customized nature of the product (e.g., engraved jewelry, custom printed t-shirts), these cannot be returned. Exceptions are only made for manufacturing defects or if the wrong customization was applied by the seller. |
| Digital Devices (E-Readers, Streaming Sticks) | 7 Days Replacement only. Beyond 7 days, resolutions are managed directly through the hardware manufacturer's warranty policies. |
| Digital Subscriptions & In-App Purchases | Non-returnable (Consumables). One-time digital purchases and consumable digital coins are non-refundable. Paid subscriptions may be eligible for a pro-rated refund if cancelled within 3 days. |
| Fine Art & Collectibles (Coins, Sports) | 10 Days Notification. Sellers must be informed of any damage or defect strictly within 10 days of delivery. Returns must include all original certificates of authenticity. |
6. Refund Processing Timelines
Once we receive your returned item, our quality check team will inspect it to ensure it complies with our return conditions. Once approved, the refund timeline depends entirely on your original payment method:
- Kenilmart Pay Balance / Wallet: Processed instantly within 2 hours of QA approval.
- Credit & Debit Cards: Typically processed within 3 to 5 business days, depending on your card issuing bank's policies.
- Net Banking & UPI: Usually reflects in your account within 2 to 4 business days.
- Pay on Delivery (Cash on Delivery): You will be prompted to add a bank account to your profile. Once added, the NEFT transfer will complete within 3 to 5 business days.