Refund policy

At Ketrox, we believe in satisfying and delighting our customers. We always strive to offer you the best products at the best prices, with the hope of building a long-lasting relationship with you. However, if you need to return a product due to an unforeseen situation, the following terms apply for a mutually agreed return.

Return & Refund Policy

• Ketrox 3-Day Return & Exchange Policy

1. Non-Customized and Ready-to-Ship Products

   • Returns or exchanges are allowed for non-customized and ready-to-ship products if:

     • The item is in original tag and condition, unused, undamaged, and returned in the original packaging.
     • If the original packaging is missing, ₹200 will be deducted from the refund amount.

   • Customers must contact our support team within 2 days of delivery to initiate a return or exchange.

   • Return/Exchange Charges: A fee of ₹200 per item will be charged for reverse courier pickup.

     • Note:- For Return it will be deduct from the refund amount and for exchange we will charge it before approving return.

2. Customized and Made-to-Order Products

• No Returns, Exchanges, or Refunds are allowed for customized or made-to-order products.
• In case of wrong or damaged products received, customers are eligible for a partial or full refund or replacement under the following conditions.

Proofs Required for Return Eligibility

In case of receiving a wrong, damaged, or partial product, you must provide the following images as proof within 24 hours and send them to our WhatsApp support at +91 9904471049:

• Unboxing Video: A video of the entire unboxing process, showing the package being opened and revealing the product.
• Product Images: Multiple clear images of the received product, highlighting any visible damage or issues.
• Parcel Image: A clear picture of the package in its current condition, showing any external damage.
• Shipping Label Image: A photo of the shipping label, clearly displaying tracking numbers and shipping details.

Ensure that all images and videos are clear and well-documented to expedite the return process.

Return & Exchange Process

1. Once we receive your request, we will validate and authorize the return/exchange.
2. We do not offer any type of refund but can provide either exchange or store credit of the same amount.
3. By purchasing from our website, you agree to our return policy.

Return & Exchange Options

We offer two methods of return/exchange:

1. Store Credit:

   • We will issue a coupon code of the same amount as your product to your registered email ID.
   • This coupon code can be used for any future purchase on our website.
   • The coupon has no expiry date and can be used anytime.

2. Exchange:

   • You can exchange the product for another item of the same or higher value.
   • If the exchanged item costs more, the customer must pay the difference amount.
   • If the new item is of lesser value, we will adjust the remaining amount accordingly.

Return Shipping Policy

• We provide return pickup with A fee of ₹200 per item will be charged for reverse courier pickup.
• If Customers must self-courier the product to our warehouse at the following address:
  Shop No. 334 Vikash Shopper, Bhagvan Nagar Chowk, Sarthana Jakatnaka, Surat, Gujarat-395006 

Conditions for Return/Exchange

✅ The product must be unused, in original packaging, with all tags intact.
❌ Sarees with fall and edging cannot be returned or exchanged.
❌ Customized products cannot be returned or exchanged.
❌ Products bought during sales are non-refundable.
❌ We allow only one-time replacement/return.

Order Cancellation Policy

• Orders can be canceled only if they have not been dispatched.
• For prepaid orders, a payment getway cancellation charge will be deducted based on the product amount.
• For Customise product, Once your custom name is printed on the product, the order will not be cancelled and deposited amount is not refundable.

Quality Check & Processing Time

Once we receive your returned product at our warehouse, it will go through a quality check (QC). After verification, we will process your request accordingly.

Disclaimer

• Model images are for representation purposes only. Slight variations in color, fabric, and work may occur due to lighting effects during photography.
• Always check the product description before purchase.

Legal Disclaimer

In case of any dispute, only the Surat Court will have jurisdiction.