RETURN AND EXCHANGE
Frequently asked questions
Last Updated on October 01, 2023
How to place a return/exchange request?
Returns can be initiated within 1-3 days from receiving your order. Returns are processed only for wrong or damaged product(s) received.
Once we receive your request for return, we will schedule a return pick up within 2-4 business days.
In case of cancellations and returns, we will initiate the refund only after the cancelled order product(s) have been received and verified at our warehouse.
Refunds and exchanges are processed only upon receiving the products delivered in their original packaging with their seals intact.
Visit the returns/exchange sections on the website or click here to raise the return request for your order.
What happens if I want to return/exchange the product after the return window is closed?
We’re very sorry but we do not accept returns after 3 days of delivery date.
What to do if the product is delivered in a damaged condition?
We strive to deliver the best quality standards; however, in case you receive a damaged / defective product, we should be notified within 24 hours of delivery. Also, we request you email us a photograph of the damaged / defective product to care@kojiesan.in. In case you fail to intimate about the same within 24 hours of delivery, the return will not be processed.
How are COD refunds done?
To make COD refunds fast and convenient, we issue COD refunds via Payout links. No more hassle or waste of time in collecting bank account details.
Once your item is picked up, our team will issue you a Payout link. To accept refunds via a payout link:
○ You will receive the payout link on your registered email id.
○ Click on the link and confirm your phone number via OTP
○ Choose the mode in which you would like to receive the refund(UPI or bank account)
○ Payout will be processed to your account within 24 hours!
What is the refund procedure for returned orders?
Once the return request has been raised on our web, our pickup partners will initiate reverse pickup of your order within 2 working days once the request is approved. As soon as we are notified about a successful return pickup, we initiate the refunds within 3 working days of us receiving the update. Please note that refund cannot be initiated unless the return pickup is complete and we get an update on the same
Please note it takes 6 working days to initiate the refund to a gift card.
● For Prepaid orders: Refunds are initiated directly to the source account.
● For COD orders: Refunds are initiated via a Razorpay Payout link, which we share with the customers who opted for the return option. Please enter the correct details in the link to choose the mode of accepting payment. Any bank account details provided by the customer will be considered final. No changes can be made once the link is redeemed.
My return order is not yet picked up? It is delayed!
For all the return requests, our delivery partners make a maximum of 3 reverse pickup attempts. Your reverse request will be marked as a pick-up exception or canceled for the below reasons;
■ Delivery partners are not able to contact you.
■ Not able to locate your address.
■ You have registered an incorrect phone number or provided the wrong delivery address.
■ Pin code is incorrect etc.
Keep in mind, as soon as the first reverse pickup attempt fails, our shipping partners will contact you to reschedule the pickup. However, if in the next 2 attempts as well, the delivery partner still fails to pick up the return order for the above-mentioned reasons, then the order shall be marked as canceled.
To prevent this from happening, we request that you answer calls from delivery partners and in case the reverse item pickup fails on the first attempt, please respond to the delivery partner messages to reschedule the pickup. If it so happens that your reverse request order gets canceled without the proper attempts, you can reach out to us on any of the support channels (Call/Email) and we will be glad to help you further!