Return & Refund Policy

At Kartella, we aim to provide accurate product information and reliable products. Please review product details, images, specifications, and pricing carefully before placing your order.

1. Change-of-Mind Requests

Kartella does not accept returns or refunds simply because a customer changes their mind, orders the wrong product, no longer wants the product, or does not like the product after purchase.

Customers are responsible for reviewing product details and selecting the appropriate product before placing an order.

2. Eligible Claims

A replacement or refund may be considered only where the product:

• Arrives damaged or defective

• Does not conform to the stated product specifications

• Is missing from the delivered order, or the wrong item was supplied

Any such request must be submitted promptly after delivery and will be reviewed by Kartella.

3. No Product Return Required

Kartella does not require customers to ship products back to us. Claims are assessed on the basis of the evidence provided, as set out in the next section.

Please do not send any product to us without written instructions from Kartella. Items sent to us without prior written instruction cannot be received, processed, inspected, returned, or refunded, and Kartella accepts no responsibility for them.

4. Evidence Requirement

Because no product is returned to us, the evidence provided is the entire basis on which a claim is assessed. For any damage, defect, missing item, or incorrect-product claim, customers must provide:

• Order number

• Clear photographs of the product and packaging

• A clear video showing the issue where reasonably necessary

• A description of the problem

Kartella may request additional information or evidence where necessary to verify a claim.

Claims without sufficient evidence may be delayed until the required information is provided.

5. Personal Care and Electrical Products

For hygiene and safety reasons, Kartella does not accept voluntary claims on opened or used personal-care and electrical styling products.

This restriction does not remove a customer's rights in relation to products that are defective, damaged, incorrect, or materially different from the product advertised.

6. Claim Approval

Submitting a claim does not automatically mean that a replacement or refund is approved.

Kartella will review the information and evidence provided and communicate the appropriate resolution.

7. Resolutions

Where the issue is verified as a defective, damaged, incorrect, missing, or materially misdescribed product, Kartella will provide an appropriate resolution, which may include a replacement or a refund as applicable.

Because no product is shipped back to us, customers are not charged any return shipping cost.

8. Refunds

Approved refunds are processed once the claim has been reviewed and approved.

Refunds will normally be issued to the original payment method, subject to the processing timelines of the payment provider or financial institution. For Cash on Delivery orders, refunds are issued to bank or UPI details confirmed by the customer.

Shipping charges or other non-refundable charges, where applicable and permitted by law, may not be refundable.

9. Cancellation Requests

Customers should contact Kartella as soon as possible if they wish to cancel an order.

Once an order has been processed, dispatched, or handed over for delivery, cancellation may no longer be possible.

10. Delivery Issues

Customers should inspect the package promptly after delivery.

If a package arrives visibly damaged, customers should photograph the package and product before use and contact Kartella with the order details.

Where a product fails to conform to the product description or agreed specifications, Kartella will provide an appropriate remedy in accordance with applicable law.

11. Fraudulent or Abusive Claims

Kartella reserves the right to investigate suspected fraudulent, misleading, or abusive claims.

Examples may include repeated unsupported claims, intentional damage, manipulation of products, false statements, or misrepresentation of the product supplied.

Nothing in this section limits any rights or remedies available under applicable law.

12. Contact

For a replacement, refund, or product issue, please contact Kartella at Kartella.shop@gmail.com and include your order number and supporting evidence.

Kartella reserves the right to update this policy from time to time, subject to applicable law.