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KitMik

Shipping and Return Policy

Last updated: 4 August 2026  |  Applicable to orders shipped within India

This Shipping and Return Policy (“Policy”) applies to all orders placed on Kitmik’s website (“Platform”), operated by Satpuda Retail Solutions (OPC) Private Limited. Kitmik (“we”, “us”, “our”) ships orders exclusively through our third-party logistics and courier partners (“Courier Partner(s)”). By placing an order on the Platform, you (“Customer”, “you”) agree to the terms set out below, which are governed by the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020.

A. Shipping Policy

1. Order Processing

Orders are typically processed and handed over to our Courier Partner within 24-48 business hours of order confirmation and payment realisation, subject to product availability and address serviceability. Orders placed on Sundays and public/bank holidays are processed on the next business day.

2. Estimated Delivery Timeline

Standard delivery time is 5-6 business days from the date of dispatch, depending on the destination pin code and the capacity of the assigned Courier Partner. This is an estimate, not a guaranteed delivery date. Actual delivery time may vary due to:

  • Courier Partner network capacity and route congestion at the origin, transit, or destination hub.
  • Serviceability and accessibility of the delivery pin code (remote, rural, or hilly areas may take longer).
  • Volume surges during sale periods, festivals, and peak seasons.
  • Incomplete, incorrect, or unreachable delivery address or contact number.
  • Regulatory or statutory checks, where applicable.

3. Force Majeure and Uncontrollable Events

Because fulfilment depends on our Courier Partners’ physical network, Kitmik shall not be held liable for delays or failures in delivery caused by events beyond our reasonable control (“Force Majeure Events”), including but not limited to:

  • Natural disasters and calamities: floods, earthquakes, landslides, cyclones, storms, wildfires, or other acts of God.
  • Public health events: pandemics, epidemics, government-mandated lockdowns, quarantines, or containment zone restrictions.
  • Local or regional disruptions: road/rail/air blockages, bandhs, strikes, curfews, riots, civil unrest, or law-and-order restrictions.
  • Courier Partner capacity constraints: hub congestion, vehicle/fleet shortages, fuel shortages, or unavailability of delivery personnel.
  • Workforce availability: staff shortages at the Courier Partner or at our fulfilment centres due to illness, strikes, or other workforce disruptions.
  • Government or regulatory action: changes in law, customs restrictions, or directives issued by central/state/local authorities.
  • Any other force majeure event, including war, terrorism, or infrastructure failure (power, telecom, or internet outages).

In the event of a Force Majeure Event, delivery timelines may be extended without prior notice. We will make reasonable efforts to keep you informed through order-tracking updates, SMS, email, or app notifications, and will work with our Courier Partner to dispatch the order as soon as normal operations resume. No penalty, compensation, or expedited-shipping refund will be payable for delays arising from such events; however, you retain the right to cancel the order for a full refund if the delay exceeds 15 business days from the original estimated delivery date, unless the delay is due to a nationwide or region-wide disruption acknowledged by government authorities, in which case timelines will be revised in good faith.

4. Shipping Charges

Shipping charges (if any) are displayed at checkout and may vary based on order value, weight, dimensions, delivery location, and the Courier Partner assigned. Where a free-shipping threshold or offer is in effect, it will be displayed on the Platform at the time of purchase.

5. Order Tracking

Once your order is handed over to the Courier Partner, you will receive a tracking ID via SMS/email/app notification. Tracking information is updated by the Courier Partner and may occasionally lag behind actual shipment status, particularly during high-volume periods or Force Majeure Events.

6. Failed Delivery Attempts and RTO

Our Courier Partners typically make up to 2-3 delivery attempts. If delivery cannot be completed due to an incorrect address, customer unavailability, refusal to accept the shipment, or access restrictions in the area (including those caused by Force Majeure Events), the shipment may be returned to origin (RTO). In such cases, we will contact you to arrange re-shipment (additional shipping charges may apply) or process a refund, at our discretion, in accordance with this Policy.

7. Multiple/Split Shipments

Orders with multiple items may be shipped in separate packages, via different Courier Partners, and may arrive on different dates depending on warehouse and courier availability.

B. Return, Exchange, and Refund Policy

1. Return Window

You may request a return or exchange within 7 days of delivery for most products, unless a different return window is specified on the product page. The return window may be extended at our discretion where the delivery itself was delayed due to a Force Majeure Event.

2. Return Eligibility

To be eligible for a return, the product must be:

  • Unused, unwashed, and in its original condition.
  • In original packaging with all tags, labels, accessories, manuals, and freebies intact.
  • Accompanied by the original invoice or order confirmation.
  • Not listed under the non-returnable/non-refundable category (see Section B.3).

3. Non-Returnable / Non-Refundable Items

The following categories are generally not eligible for return or exchange, except in case of damage, defect, or wrong item delivered:

  • Innerwear, nappies, socks, and other items worn directly against the skin, for hygiene reasons.
  • Opened or used personal-care and hair-care products (combs, brushes, grooming kits, and similar items) once the seal is broken.
  • Customised, personalised, or made-to-order products.
  • Products explicitly marked as “Non-Returnable” on the product page.
  • Products with tampered, missing, or damaged original packaging/labels.

4. How to Initiate a Return

  • Raise a return/exchange request from the “My Orders” section on the Platform, or contact our customer support, within the applicable return window.
  • Select the reason for return and, where applicable, upload photos of the product/packaging.
  • Once approved, our Courier Partner will schedule a reverse pickup from your registered address. Where reverse pickup is unavailable in your area (including due to Force Majeure Events or serviceability constraints), you may be asked to self-ship the product, and reasonable shipping costs will be reimbursed.

5. Reverse Pickup Timelines

Reverse pickups are typically scheduled within 3-5 business days of the return request being approved. As with forward shipping, reverse pickup timelines depend on Courier Partner capacity and may be delayed due to the same Force Majeure Events listed in Section A.3 (natural disasters, pandemics/epidemics, local disruptions, staff/vehicle availability, etc.). We appreciate your patience during such periods and will keep you updated via the Platform.

6. Quality Check and Refund Processing

Once the returned product reaches our warehouse, it undergoes a quality check (QC), typically completed within 2-3 business days. If the product passes QC:

  • Refunds to the original payment method are processed within 5-7 business days of QC approval (actual credit to your account/card/bank depends on your bank or payment provider, typically an additional 3-5 business days).
  • Refunds to store credit/wallet, where opted, are typically instant to 24 hours after QC approval.
  • Cash-on-delivery (COD) order refunds are processed via bank transfer/UPI; you will be asked to share your bank details or UPI ID.

If the product fails QC (e.g. signs of use, missing parts/tags, or damage not reported at the time of return request), the return will be rejected, the product will be shipped back to you, and no refund will be issued.

7. Damaged, Defective, or Wrong Item Received

If you receive a damaged, defective, or incorrect product, please report it within 48-72 hours of delivery via the Platform with photo/video evidence. Upon verification, we will offer a free replacement, exchange, or full refund (including original shipping charges), at your preference, subject to product availability. Reverse pickup for such claims is free of charge.

8. Exchange

Where a size/colour/variant exchange is available for a product, you may request it instead of a return within the applicable window. Exchanges are subject to stock availability of the requested variant and the same Courier Partner-dependent timelines described above.

9. Order Cancellation

  • Orders can be cancelled free of charge before they are shipped/dispatched.
  • Once an order is shipped, it cannot be cancelled; you may refuse delivery or initiate a return after receipt, subject to this Policy.
  • In rare cases where we are unable to fulfil or ship an order due to a Force Majeure Event, stock unavailability, or a pricing/listing error, we reserve the right to cancel the order and issue a full refund.

10. Impact of Force Majeure on Returns

During natural disasters, pandemics/epidemics, regional lockdowns, or other disruptions affecting our warehouses or Courier Partners, the return pickup, QC, and refund processing timelines mentioned in this Policy may be extended. We will not treat such delays as a breach of this Policy, and will make reasonable efforts to communicate revised timelines and complete pending returns/refunds as soon as operations normalise.

C. General Terms

1. Third-Party Courier Partners

Kitmik engages reputed third-party logistics and Courier Partners to fulfil shipping and reverse-pickup services. While we select partners based on reliability and coverage, we do not directly control their day-to-day operations, and delivery/pickup timelines communicated at checkout or on the Platform are estimates, not guarantees.

2. Communication

We will notify you of significant delays, Force Majeure disruptions, or changes to your order status via SMS, email, and/or in-app/website notifications, using the contact details provided at checkout. Please ensure your contact information is accurate and up to date.

3. Governing Law and Grievance Redressal

This Policy is governed by the laws of India, including the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020. For any grievances, please contact our support team through any of the channels listed on our Contact Us page. We aim to acknowledge complaints within 48 hours and resolve them within 30 days, as per applicable regulations.

4. Contact Us

For any questions about shipping, returns, or refunds, reach out anytime via our Contact Us page — WhatsApp, email, Instagram, and Facebook details are all listed there.