Return & Cancellation Rules

Effective for all orders placed on shop.kutchina.com ("the Website"), operated by Kutchina Home Makers Pvt. Ltd. ("Kutchina", "we", "us", "our").

1.1 Order Cancellation

•      Orders may be cancelled free of cost only before the order has been dispatched/shipped from our warehouse. Once an order status changes to "Dispatched" or "Out for Delivery", it cannot be cancelled through the Website.

•      To request cancellation before dispatch, contact our customer care team (Section 5) quoting your Order ID. Cancellation requests placed by phone or email are confirmed only after written acknowledgement from Kutchina.

•      For made-to-order, customized, or built-to-specification products (including but not limited to modular kitchen units, wardrobes, and any product manufactured or configured to a customer's specific dimensions/finish), cancellation is permitted only within 24 hours of order confirmation and before production has commenced. Once production has commenced, the order is non-cancellable and the advance/payment is non-refundable, as such Goods cannot be resold.

•      Kutchina reserves the right to cancel any order at its sole discretion — including for reasons of stock unavailability, pricing or listing errors, suspected fraud, or non-serviceability of the delivery location — in which case the full amount paid will be refunded to the original payment method within the timeline set out in Section 2.

1.2 Return Eligibility

•      Returns are accepted only for products that are Damaged, Defective, or Materially Different from what was ordered ("Eligible Reasons"). Kutchina does not offer returns for change of mind, incorrect selection by the customer, or dissatisfaction with product aesthetics/colour variation within normal tolerance, except where mandated by applicable law.

•      Return requests must be raised within 48 hours of delivery for appliances/small goods, accompanied by an unedited unboxing video and clear photographs of the product, packaging, and invoice. Claims raised after this window, or without adequate proof, may be declined at Kutchina's sole discretion.

•      The following categories are strictly non-returnable and non-refundable except where the product is proven Damaged or Defective on delivery: made-to-order/customized modular furniture and kitchen units; products installed at the customer's premises; products with tampered, missing, or damaged serial numbers/labels; and products that have been used, altered, or damaged by the customer after delivery.

•      All returned Goods are subject to a quality inspection by Kutchina or its authorized service partner. Return/refund is confirmed only after the Goods pass this inspection. Kutchina reserves the right to refuse a return that does not meet these conditions, in its sole and reasonable discretion.

1.3 Exchange

•      Where a product is confirmed Damaged or Defective on inspection, Kutchina will, at its discretion, offer a like-for-like replacement (subject to stock availability) or a refund as per Section 2. Kutchina does not offer exchanges for reasons outside the Eligible Reasons above.

 

2. Return & Refund Policy

This Return & Refund Policy should be read together with the Return & Cancellation Rules above and forms part of the Terms of Service.

2.1 Conditions for Refund

•      Refunds are processed only after the returned Goods have been received and inspected by Kutchina, and the claim has been approved under Section 1.2.

•      Goods must be returned in their original packaging, with all accessories, manuals, warranty cards, and tags intact, and in the same condition as delivered (other than the defect/damage being claimed).

•      Kutchina reserves the right, at its sole discretion, to offer store credit in lieu of a monetary refund for approved claims, except where a monetary refund is mandated by applicable consumer protection law.

2.2 Refund Timeline & Method

•      Approved refunds will be processed within 7–10 business days of the returned Goods passing inspection, to the original method of payment used at checkout. For Cash on Delivery orders, refunds will be made via bank transfer/UPI to a bank account provided by the customer.

•      Actual credit to the customer's account is additionally subject to the processing timelines of the customer's bank/payment provider, over which Kutchina has no control and for which Kutchina is not liable.

•      Original outbound shipping/installation charges, and any COD/payment gateway convenience fees, are non-refundable except where the return arises solely from a verified Kutchina error (wrong item shipped, or product confirmed defective/damaged on inspection).

2.3 Cancellation & Restocking Charges

•      Where an order is cancelled by the customer after dispatch but before delivery (by refusing delivery), or where a return is approved for reasons other than a verified Kutchina error, Kutchina may deduct reasonable logistics, handling, and restocking charges (up to 25% of order value or a minimum flat fee, whichever is higher, as displayed at checkout/on the order page) from the refund amount.

•      No refund will be issued for products damaged due to customer mishandling, unauthorized installation/repair, normal wear and tear, or use inconsistent with the product manual, as determined by Kutchina's inspection.

2.4 Warranty Claims

Manufacturing defects covered under the applicable product warranty are handled under Kutchina's separate Service/Warranty Policy and not under this Return & Refund Policy. Please contact Customer Care (Section 5) with your invoice and warranty card for service requests.