Refund & Return Policy

This Refund & Return Policy (“Policy”) governs refunds, returns, replacements, and cancellations for all transactions conducted through the Kcitr marketplace platform (“Platform”), operated by Simranpal Singh under the trade name KCITR.

Kcitr is a marketplace intermediary that connects independent Sellers with Buyers. Each Seller establishes their own return and replacement policies for products listed on the Platform. This Policy sets forth the minimum platform-wide standards that all Sellers are required to adhere to, and explains the rights and remedies available to Buyers.

This Policy is to be read in conjunction with our Terms of Service and is compliant with the Consumer Protection Act, 2019, and the Consumer Protection (E-Commerce) Rules, 2020.

By placing an order on the Platform, both Buyers and Sellers agree to the terms set forth in this Policy.

Each product listing on the Platform displays the Seller’s applicable return and replacement policy, which shall be one of the following:

• Return Accepted — the item may be returned for a full refund within the Seller’s specified timeframe
• Replacement Accepted — the item may be exchanged for a replacement within the Seller’s specified timeframe
• Both Return and Replacement Accepted
• No Returns or Replacements — the item is sold on a final-sale basis (this must be clearly and conspicuously indicated in the product listing)

Buyers are advised to carefully review the return/replacement policy displayed on each product listing prior to placing an order. The policy applicable to a transaction shall be the policy displayed at the time of purchase.

Irrespective of the Seller’s individual return policy, a Buyer shall be entitled to request a refund under the following circumstances:

• Non-Delivery: the item was not delivered within the estimated delivery timeframe and the Seller is unable to provide proof of dispatch or delivery
• Material Non-Conformity: the item received is significantly different from the product listing (wrong item, materially different quality, missing components, or substantial deviation from the description)
• Damaged or Defective Items: the item arrived in a damaged, defective, or non-functional condition
• Incorrect Item: an entirely different item was delivered than what was ordered
• Duplicate or Erroneous Charges: the order was duplicated or charged multiple times due to a technical or system error

These platform-level protections apply even where the Seller’s listing states “no returns” or “final sale.” Sellers are obligated to honour refund requests that fall within these categories, in compliance with the Consumer Protection Act, 2019.

The following categories of items are generally not eligible for return or refund, except where the item is defective, damaged, or materially non-conforming with the listing:

• Custom-made, bespoke, or personalised products
• Digital goods after download, access, or electronic delivery has been completed
• Perishable goods (food, flowers, and similar items) unless spoiled, contaminated, or unfit for consumption upon arrival
• Intimate apparel and sanitary products
• Items explicitly and conspicuously marked as “final sale” or “non-returnable” in the product listing
• Items where the original seal or packaging has been opened by the Buyer, where the listing specifically states sealed packaging as a condition for returns

The burden of proving that an item falls within a non-refundable category rests with the Seller.

1. Initiation of Request

   Navigate to your order details within the application and select “Request Return” or “Request Replacement.” The request must be submitted within seven (7) days of confirmed delivery. The request should include a description of the issue and photographic evidence where applicable.

2. Seller Review Period

   The Seller shall have forty-eight (48) hours from the time of receiving the return request to review and respond. The Seller may: (a) approve the request; (b) decline the request with a stated reason; or (c) propose an alternative resolution (e.g., partial refund, replacement, or store credit). If the Seller fails to respond within the stipulated period, the request shall be deemed approved.

3. Escalation to Kcitr

   If the Seller declines the request and the Buyer disagrees with the decision, the Buyer may escalate the matter to Kcitr for mediation. Our team shall review the case, considering order details, the product listing, photographic evidence, and the communication history between the parties. Kcitr’s determination in escalated disputes shall be final and binding on both parties.

4. Refund Processing

   Approved refunds are processed through Razorpay. Where the original payment was processed using the Razorpay Route split-payment model, the transfer to the Seller is reversed first, and the refund is subsequently issued to the Buyer’s original payment method. Refund processing typically takes five to seven (5–7) business days to reflect in the Buyer’s account, depending on the payment provider.

• Seller’s Fault (Defective, Damaged, Wrong, or Non-Conforming Item): the Seller shall bear the return shipping cost. The Seller must provide return shipping instructions to the Buyer within forty-eight (48) hours of approving the return request.
• Buyer’s Preference (Change of Mind, Size Issue, No Longer Required): the Buyer shall bear the return shipping cost, and the return is subject to the Seller’s individual return policy as displayed on the product listing.
• Condition of Returned Items: items must be returned in their original condition and packaging (unless the item arrived in a damaged condition). Items that have been used, altered, or damaged by the Buyer after delivery may be subject to a reduced refund or rejection of the return.

7.1 Cancellation Before Dispatch

Orders may be cancelled free of charge at any time before the Seller has dispatched the item. Upon cancellation, a full refund shall be issued to the Buyer’s original payment method within five to seven (5–7) business days.

7.2 Cancellation After Dispatch

Once an order has been dispatched by the Seller, cancellation is not permitted. The Buyer may request a return after receiving the item, subject to the Seller’s return policy and the provisions of this Policy.

7.3 Seller-Initiated Cancellation

In exceptional circumstances, a Seller may cancel an order (e.g., item out of stock, pricing error, inability to fulfil). If a Seller cancels a Buyer’s order, the Buyer shall receive an automatic full refund. Repeated or excessive Seller-initiated cancellations may result in penalties, reduced store visibility, or store suspension at Kcitr’s discretion.

A partial refund may be issued in the following circumstances:

• Only a portion of items in a multi-item order are defective, damaged, or incorrect
• The Buyer and Seller mutually agree to a partial refund as a satisfactory resolution
• The returned item shows signs of use, wear, or damage not present at the time of delivery, warranting a reduction in the refund amount

The partial refund amount shall be determined based on the specific circumstances and, where Kcitr mediates, shall be at Kcitr’s reasonable discretion.

The timelines stated above are estimates and are dependent upon the processing times of the respective payment providers. Kcitr initiates refund processing immediately upon approval; the remaining duration is attributable to the payment provider’s internal processing window.

The Platform utilises a marketplace split-payment model via Razorpay Route. The refund mechanism operates as follows:

• Upon approval of a refund, any transfer that was made to the Seller’s linked account at the time of the original payment is automatically reversed by the Platform through Razorpay
• The refund is then issued from the original transaction back to the Buyer’s original payment method
• This mechanism ensures that: (a) the Seller does not retain payment for refunded orders; and (b) the Buyer receives the refund to their original payment instrument
• Kcitr does not deduct any processing fees or administrative charges from the refund amount. Buyers receive the full amount paid for the refunded item(s)

All Sellers on the Platform are required to comply with the following obligations:

• Clearly and conspicuously state the applicable return/replacement policy on every product listing
• Respond to return and replacement requests within forty-eight (48) hours of receipt
• Honour the platform-level refund protections set forth in Section 3 above, regardless of the Seller’s individual return policy
• Provide return shipping instructions promptly upon approval of a return request
• Process replacement shipments within the timeframe mutually agreed upon with the Buyer
• Comply with the Consumer Protection Act, 2019, and the Consumer Protection (E-Commerce) Rules, 2020, regarding disclosure of return policies and consumer rights

Sellers who consistently fail to comply with return obligations, receive excessive return complaints, or exhibit a pattern of non-compliance may face store suspension, termination, or other remedial action at Kcitr’s discretion.

Kcitr actively monitors return and refund patterns to detect and prevent abuse. The following conduct may result in account restrictions, suspension, or termination:

• Excessive or frivolous return requests that appear fraudulent or in bad faith
• Returning used, worn, altered, or substituted items claimed as “defective”
• Filing false claims regarding non-delivery when delivery has been confirmed through tracking or proof of delivery
• Coordinated abuse between multiple accounts
• Exploiting the refund process for the purpose of obtaining goods without payment

Kcitr reserves the right to refuse refund requests and to permanently suspend or terminate accounts engaged in return fraud or abuse. Kcitr may also report fraudulent activity to appropriate law enforcement authorities.

The gig marketplace does not currently support payment processing through the Platform. Any financial arrangements between gig posters and gig workers are made independently and are not governed by this Policy. Kcitr does not mediate payment disputes related to gig transactions. This exclusion may be revised in future versions of this Policy as the gig marketplace evolves.

Nothing in this Policy is intended to limit or exclude any rights available to consumers under the Consumer Protection Act, 2019, or any other applicable statute. Where any provision of this Policy conflicts with mandatory consumer protection legislation, the statutory provision shall prevail.

For refund-related enquiries, dispute escalation, or assistance, you may use the following channels:

• In-App Request: use the “Request Return” or “Request Replacement” feature within your order details (preferred method)
• Email: support@kcitr.com
• Contact Form: kcitr.com/contact

We shall acknowledge all refund-related enquiries within twenty-four (24) hours and endeavour to resolve escalated disputes within seven (7) business days of escalation.

We reserve the right to amend this Policy from time to time. Material changes shall be communicated via email and/or in-app notification. Your continued use of the Services following the effective date of any amendment constitutes acceptance of the revised Policy.

This Policy shall be governed by and construed in accordance with the laws of India. Any disputes arising under or in connection with this Policy shall be subject to the exclusive jurisdiction of the competent courts in Indore, Madhya Pradesh, India, subject to the dispute resolution provisions set forth in our Terms of Service.