Cancellation Policy (Returns and Replacements)
Cancellation of Order before Dispatch :
The Company hereby informs User that User's receipt of an electronic or other form of order confirmation does not signify the Company's acceptance of User's order, nor does it constitute confirmation of the Company's offer to sell. The Company reserves the right at any time after receipt of User's order to accept or decline User's order for any reason. The Company further reserves the right any time after receipt of User's order, after prior notice to User, to supply less than the quantity User ordered of any item. User's order will be deemed accepted by the Company upon shipment of products or performance of services that User has ordered as indicated by the Company's servers. Title to goods and all risk of loss passes to User upon delivery to the common carrier. The Company may require additional verification or information before accepting any order.
The Company shall have the right to refuse or cancel any orders placed for Products listed at an incorrect price, rebate or refund, or containing any other incorrect information or typographical errors. The Company shall have the right to refuse or cancel any such orders whether or not the order has been confirmed and User's credit/ debit/ cash card charged. If User's credit/ debit/ cash card has already been charged for the purchase and User's order is cancelled, the Company shall immediately issue a credit to User's credit/ debit/ cash card account for the amount of the charge.
User shall be entitled to cancel an order of any Product, booked on the Website, by placing a "Cancel Order" request, by logging a call with Company’s Customer Care Centre by phone on 022 6163 6464.
"Cancel Order" can be placed any time after booking of order but before status of order changes into "out for delivery" on the Website.
Return Policy for Products after Dispatch :
(Only in case of defective, damage and dead on arrival or what you have got is different from what you have ordered)
All Products purchased from the Website enjoy 3 working days Return Policy.
Any Product, purchased from the Website, can be returned to the Company within 3 working days of delivery of the same to User by placing a "Cancel Order" request by logging a call with Company's Customer Care Centre by phone on 022 6163 6464.
Any Product purchased from the Website can be returned to the Company only if the Product supplied by the Company is damaged, defective or the Product received is different from the Product that was ordered.
The User shall ensure that he/she does not accept the delivery of any Product whose original packaging is damaged or tampered in any manner.
In the event if User, on removing the packaging of the Product, finds the Product is damaged and/or defective and/or is different from the Product that was ordered, User shall immediately intimate the Company’s Customer Care Centre about such damage and/or defect and/ or difference and the Company shall arrange for the replacement of the Product or refund of price of the Product along with shipping charges, if any, collected by the Company in the unlikely event of the Company being unable to replace the damaged and/or defective Product. For any Refund or Exchange / Replacement of Product the relevant provisions of Refund and Exchange shall apply as given herein.
In case of Cancellation (Return / Replacement) of order after delivery of the Product to User, the Company will arrange pick up of the Product to be returned. User will assist and cooperate fully to return the Product with its manuals, booklets, warranty card, accessories, freebies and packing materials or any other thing which were delivered to User along with the Product being returned. At the time of pickup the User will be provided with acknowledgement of pick up by the Company’s Logistical Partner. User should retain the said acknowledgment and quote or produce the same in all his/her future communications with the Company in this regard.
All free gifts, in original packing as delivered and unused condition, must be returned along with the Product in case of cancellation of order of the Product with which the free gift(s) is/are given.
In case the Product is found having certain defect(s) immediately after delivery of the same, User can request for exchange/ replacement of the Product any time after delivery of the Product but not later than 5 working days from the date of delivery of the Product (which do not require any demo/installation) or 5 working days from date of demo/installation (if manufacturing/working defect is discovered at the time of demo/installation for those Products which require demo/installation), by placing 'Exchange'/ 'Replacement Request' by registering a call on the Company’s Customer Service Centre at +91-22-6163 6464. In case any free item delivered to User is found defective then the Company shall arrange the replacement of the Free Item only and the main Product shall not be replaced.
In case User decides to get replacement of the Product due to certain defect in the Product as provided above, then the Company will arrange pick up of the Product to be exchanged/ replaced. However, User agrees to assist and cooperate to return the Product with all its accessories, freebies, original packing materials and such declaration duly signed by User as may be suggested by Customer Service Centre while registering call for return/replacement.
Subject to the provisions as set out here in above, User hereby agrees and understands that she/ he cannot return any Products purchased on the Website at any Kohinoor store. Products can be returned by User only by registering lodging a 'Return' request' by logging a call on the Company’s Customer Service Centre at 022 6163 6464.
In case of any defect arising after delivery of the Product or after demo/installation of the Product as the case may be, such defects will be serviced by the respective manufacturer/brand in accordance with respective manufacturer's warranty terms.
In case User opts for replacement of the Product due to any defect at the time of delivery or demo/installation of the Product, User will have to ensure that the Product is returned in undamaged and saleable condition including all accessories and manuals. There should be no signs of external damage on the packaging, including the original carton. Kindly refer to the Returns sections on the Website for further detail on the Return Process.
It is expressly provided that if any Products are not available with the Company for an exchange, the money shall be refunded to the User in accordance with the Refund Policy of the Company as set out herein.
No Warranty for Freebies :
Free gifts given with any of the Product purchased from the Website will not be exchanged and/or covered under any kind of warranty.
Q. What if the item I received is defective?
In such case please do not accept the delivery and return the product to the delivery executive and intimate us about the issue on our customer care no 022 61636464 or mail us at email@example.com The replacement shall be processed within 3 working days (Subject to stock availability). We strongly recommend that you do not open the package or try to install it on your own before the brand representatives arrive for installation. This will ensure that any defective / damaged items are identified by the brand representative.
Q. The washing machine I ordered for was delivered two weeks ago. However, the installation was done last week. While operating it today, it short-circuited, and sparks came out. It is not working now. I understand that it's been over 2 weeks it was delivered, but I could use it only from last week. Can I still return it?
The product should be still covered under manufacturer warranty, so please reach out to the brand directly. A brand technician will come to check the defective product and take necessary corrective action.
Q. I'd ordered for a grey coloured refrigerator. However, the colour doesn't seem to compliment the aesthetics of the room. Can I get it exchanged for a different colour? It's still uninstalled.
Large items can be returned only if they are damaged or defective. Change of mind after the delivery is processed will not be accepted as a valid reason for the return or replacement.
Q. I have received an incorrect product versus what was advertised on the site. The product detail page listed the washing machine as silver grey in colour, with the corresponding image. However, the machine I have received is blue in colour. Is this returnable?
In case you've received an incorrect item, please contact us immediately on 022 6163 6464 or mail us at firstname.lastname@example.org. We will process the return request for this item and cancel the installation request. We will not be able to accept returns post installation of the product.
Q. I have received the product. But the invoice/ warranty card / user manual is missing - what should I do?
In such case please do not accept the delivery and return the product to the delivery executive and intimate us about the issue on our customer care no 022 61636464 or mail us at email@example.com