Cancellation Exchange and Return Policy

KAPSONS CANCELLATION POLICY :

Orders or item(s) from any order placed on Kapsons.com can be cancelled before it gets dispatched for delivery to the customer’s registered address. Once an order is dispatched, it cannot be cancelled.
In case of orders placed using Royale club Membership benefits like coupons or bonus points can be cancelled before dispatch and the benefits will be credited in the Royale Club account.

How is an order confirmed?
On placing an order, the status of the order in -- My Orders -- View Details shows as ‘awaiting confirmation’. Cash-on-delivery orders are confirmed telephonically by the Kapsons customer care team. The customer care representative from Kapsons.com will call on the mobile number used to place the order, within 24 hours of order placement. If customer does not receive a call, they should call us on 1800-137-5277 to confirm his order on his own.
Pre-Paid orders are confirmed by our audit team. If any issue is found with payment or availability of the ordered product, then the audit team does not confirm the order and arranges a phone call to the mobile number used to place the order.

How do I know if my order is confirmed?
The status of the order in My Orders View Details shows as ‘Confirmed’
This happens after the audit team has confirmed availability of the ordered product and the payment mode selected. After confirmation, the order is readied for dispatch and the customer is informed at the time of dispatch via email & SMS.

Can I cancel one/few items from my order?
Yes, Cancellation of a single item or items from the complete order is available at Kapsons.com. Once the order of the particular item(s) the remaining order will be processesd. If you are availing the first purchase registration discount cancellation of a single item(s) is not applicable.

What happens on cancellation?
If the order is canceled, the history remains in My Orders -- Closed Orders. Any payment made is refunded in the form of Kapsons credits in the customer’s account within 5-7 working days. If no activity is observed within 5 working days then the customer should contact Kapsons.com on their own at 1800-137-5277 and mention their order ID to place refund request.

What if I had used coupon or membership discount and then cancelled the order?
Any non-membership coupon used or extra discount availed is re-offered, if still valid or applicable. Orders made using Royale Club membership bonus / Royale Club membership coupons are also reoffered to the customer.

EXCHANGE POLICY


KAPSONS EXCHANGE POLICY :

Kapsons.com allows its shoppers to exchange the item(s) purchased within 15 days of order delivery (as per the shipping company)

Exchanges can be made to buy a different size and color of the same product.

Kapsons.com will accept Exchange of a product only if the following conditions are met:

  • - The order was received by the customer in sealed condition (if seal is broken or packaging is torn then the customer should call customer care immediately)
  • - Exchange should be initiated within 15 days of order delivery (as recorded by the shipping provider
  • - The tags on the product should be intact
  • - The product should be unwashed, unused and in an undamaged condition
  • - The item(s) needs to be returned along with the original packaging
  • - The item(s) should not be lingerie, sleepwear, swimwear, beachwear, accessories, beauty, cosmetics, toiletries, socks and/or free items.

Do you allow exchanges?
Kapsons only accepts a size & color exchange request for a product (only twice). In case of any other exchange request a customer can return the product and shop for a new product of the same or less order amount. Kapsons has certain limitations to its exchange policy. Please read further for more details.

  • - Size/color Exchange is not applicable for some products and categories at Kapsons
  • - Size/color Exchange can be availed twice on a particular product in an order.
  • - We don’t accept multiple product exchange i.e. you cannot return a product in exchange of multiple products. In such a case request for a return of the order and place a new order.

Which all items can I exchange?
We at Kapsons accept exchange request only till 15 days from the delivery of the order to the customer. Our exchange policy does not apply to lingerie, fragrances, cosmetics, innerwear, toiletries, swimwear, socks and jewelry.

How do I exchange the item(S) in my order?
- Go To My Orders and then further to closed orders

  • - The orders showing status as ‘delivered’ are the ones which can be returned
  • - Click on ‘View Details’ and open the order page to select the items you want to exchange.
  • - Upon selecting the items, press the button that says ‘Exchange Selected Items’
  • - Kapsons.com has a step by step process that will guide you to the end.

STEP 1
Fill the reason of exchange and generate an Exchange ID.
As soon your exchange ID is generated, your account is credited with Kapsons Credits equal to the amount of money you have spent.
You can use these credits to place a new order at the end of this process.

STEP 2
Download and print the Exchange form. Fill the Exchange form. Here is a dummy Exchange form to understand how to fill the Exchange form.

STEP 3
Place the duly filled Exchange form, returning item(s) with all original tags and packaging into a parcel.

STEP 4
Courier the parcel to the following address:
Kapsons Head Office Plot D 196, Phase 8B Industrial Area – Mohali 160061 Phone- 0172-5218999

STEP 5
Email a copy of the courier bill to returns@kapsons.com and mention the Exchange ID as subject of the mail

STEP 6
Make your new order using your Kapsons credits. Kapsons Credits can be seen in ‘My Orders’ - orders Kapsons Credits

STEP 7
Email your courier receipt/bill to customercare@kapsons.com to initiate the refund of the courier charges (only upto Rs.) in the form of Kapsons Credits.

When will I receive my new order?
Kapsons will dispatch your new order within 5 working days of receipt of the item(s) returned by you. Only if the items returned, pass our quality test, will your new order be dispatched.

Will my return courier charges be refunded?
Kapsons.com refunds courier charges spent (upto a maximum of Rs.150 Only) by the customer on sending the item back to the Head Office. The courier charges are refunded only as Kapsons credits and the case is taken up by our customer care team telephonically.

To be able to apply for courier charges refund, customer should email their courier receipt/bill to customercare@kapsons.com to initiate the refund of the courier charges (only upto Rs.150) in the form of Kapsons Credits.

What if my return items are lost in transit?
Kapsons.com suggests that only good courier services and trusted names courier services should be used when sending the return items to our Head Office. Kapsons.com is not responsible for the non receipt of the returned items. In such a case, the customer shall lose the items as well as the chance to re-order. Please make sure that the returned items are packed securely to prevent any loss or damage during transit.

What if my returned item(s) does not meet the quality check?
The Quality team at Kapsons.com is a very well trained and considerate. On receipt of the items returned, the team will conduct a thorough quality check as per the following:

  • - The order was received by the customer in sealed condition (if seal is broken or packaging is torn then the customer should call customer care immediately).
  • - Exchange should be initiated within 15 days of order delivery (as recorded by the shipping provider.
  • - The tags on the product should be intact.
  • - The product should be unwashed, unused and in an undamaged condition.
  • - The item(s) needs to be returned along with the original packaging.
  • - The item(s) should not be lingerie, cosmetics, toiletries, sleepwear, swimwear, beachwear, accessories, beauty, socks and/or free items

If these conditions are not met, then the Exchange request stands cancelled and no new order (only in case of size exchange) will be created in exchange to it.

How do I know if my order exchange request has been submitted?
The status is updated at My Orders -- Closed Orders -- Order Exchange Requested.

How do I know if my exchanged items have been received at Kapsons head Office?
The status is updated at My Orders -- Closed Orders -- Return Items received. At this stage, your new order will also show the status of ‘Order Confirmed’.

What happens to any coupons used?
In the case of exchange, any membership or non-membership benefits availed by the customer are not re-issued.

What is the difference between exchange & refund?
In the case of exchange, customer can only request for a change in size or color. However, in case of return they can return their order and get Kapsons credits of the same amount which can be used to shop anything at Kapsons.com.

What if my new order is of lesser or more value than the Kapsons credits?
Kapsons credits are equivalent to cash paid and the balance amount will be treated as follows:
1. You can use the Kapsons credits in parts. For example, you have Rs.5000 credits and you wish to order only worth Rs.3000, then Rs.2000 Kapsons credits will remain in your account for further use in the validity period.
2. You can make the balance payment via some other mode. For example, you have Kapsons Credits of Rs. 1000 and the new order is worth Rs.2500. You can use your complete Kapsons credits and then make the balance payment of Rs.1500 via net banking or bank cards.

How long are the Kapsons credits valid for?
In case, you exchange your product with a smaller size which is of a lesser price and the balance amount with be added as kapsons credits to the customer’s account. These credits are valid for a period of 365 days from the day they are credited to the customer’s account.

Can I buy multiple items in exchange for a single product?
Unfortunately, that may not be possible. We don’t allow multiple product exchange we have to restrict to size exchange of the already bought item only.
Therefore, if you wish to return a single item in exchange for multiple items, please return the item and place a new order. Please note that exchange will be done at the special price of the product.

Return Policy

KAPSONS RETURN POLICY :

Kapsons.com will accept Return or Exchange of a product only if the following conditions are met :

  • - The order was received by the customer in sealed condition (if seal is broken or packaging is torn then the customer should call customer care immediately)
  • - Return should be initiated within 15 days of order delivery (as recorded by our shipping partners.
  • - The tags on the product should be intact
  • - The product should be unwashed, unused and in an undamaged condition
  • - The item(s) needs to be returned along with the original packaging
  • - The item(s) should not be lingerie, sleepwear, swimwear, beachwear, accessories, beauty, toiletries, cosmetics, socks and/or free items.

How do I return an item?

Go to My Orders and go to Closed Orders
The order showing status as ‘delivered’ are the ones which can be returned
Click on ‘View Details’ and open the order page to select the items you want to return.
Upon selecting the items, press the button that says’ Return Selected Items’

Kapsons.com has a step by step process that will guide you to the end.
STEP 1
Fill the reason of return and generate a return ID

STEP 2
Download and print the return form. Fill the return form. Here is a dummy return form to understand how to fill the return form

STEP 3
Place the duly filled return form, returning item (s) with all original tags and packaging into a parcel

STEP 4
Courier the parcel to the following address:
Kapsons Head Office Plot D 196, Phase 8B Industrial Area – Mohali 160061 Phone- 0172-5218999

STEP 5
Email your courier receipt/bill to customercare@kapsons.com to initiate the refund of the courier charges (only upto Rs150) in the form of Kapsons Credits.

STEP 6
On receipt of your return items, within 5 working days, the customer care team will call you to confirm your return request. Alternatively, you can also call and provide your return Id to the customer care team, who will further initiate the return in the form of Kapsons credits. STEP 7
Wait for your refund
The refund of the order payment in the form of Kapsons credits is made within 5 days of receipt of the returned item(s) at the Kapsons Head Office. The refund of the courier charges is made within 10 working days of the day the refund of the order payment is made.

How and when will I get my refund?
Kapsons.com only makes refunds through Kapsons credits, which are added to the customer account in lieu to the amount of the items
The customer will receive a call within 5 working days of the day the returned items were received at Kapsons Head Office. The customer care team will confirm the return ID and process the refund in their Kapsons account. If such a call is not received by the customer within this time period, then they should contact our customer care team at 1800-137-5277 on their own and mention their return ID

Will my return courier charges be refunded?
Kapsons.com refunds courier charges spent (upto a maximum of Rs.150 Only) by the customer on sending the item back to the Head Office. The courier charges are refunded as Kapsons credits and the case is taken up by our customer care team telephonically.
To be able to apply for courier charges refund, customer should email their courier receipt/bill to customercare@kapsons.com to initiate the refund of the courier charges (only upto Rs.150) in the form of Kapsons Credits.

What if my return items are lost in transit?
Kapsons.com suggests that only good courier services and trusted names courier services should be used when sending the return items to our Head Office. Kapsons.com is not responsible for the non-receipt of the returned items. In such a case, the customer shall lose the items as well as the chance to get refund. Please make sure that the returned items are packed securely to prevent any loss or damage during transit

What if my returned item(s) does not meet the quality check?
The Quality team at Kapsons.com is a very well trained and considerate. On receipt of the items returned, the team will conduct a thorough quality check as per the following:

  • - The order was received by the customer in sealed condition (if seal is broken or packaging is torn then the customer should call customer care immediately)
  • - Return / Exchange should be initiated within 15 days of order delivery (as recorded by the shipping provider
  • - The tags on the product should be intact
  • - The product should be unwashed, unused and in an undamaged condition
  • - The item(s) needs to be returned along with the original packaging
  • - The item(s) should not be lingerie, sleepwear, swimwear, beachwear, accessories, beauty, cosmetics, toiletries, socks and/or free items

If these conditions are not met, then the return request stands cancelled and no refunds are made.

What if my returned item(s) does not meet the quality check?
How do I know if my order return request has been submitted?
The status is updated at My Orders -- Closed Orders -- Order Returned

How do I know if my returned items have been received at Kapsons head Office?
The status is updated at My Orders Closed Orders Return Items received

What happens to any coupons used?
Any Membership benefit availed, like membership bonus or membership coupon or birthday discount are re-issued both in case of partial and complete order return.
Any non-membership discounts like coupon codes, welcome discounts etc. are all re-issued (it may vary from campaign to campaign) only in case of complete order return. No benefits are reoffered if a partial order is return to Kapsons.