KYNZI – RETURN & REPLACEMENT POLICY

Effective Date: 27/11/2025

Website: https://kynzi.online

This policy explains the conditions under which customers can request returns, replacements, or refunds on Kynzi.

1. General Return Policy
Kynzi is a curated marketplace where products are sold by independent sellers.
Returns are accepted only under specific conditions, depending on product category.
Users must raise a return request within the allowed window and provide required proofs.

2. Eligible Return Reasons
A return or replacement may be approved only for the following reasons:
✔ Wrong product delivered
✔ Damaged product received
✔ Product missing (partial delivery)
✔ Defective product
✔ Item not as described (major difference)
✔ Wrong size received (fashion category only)
Returns will not be accepted for:

• Change of mind

• Buyer remorse

• Color variation due to lighting/screen differences

• Taste preference (food items)

• Very minor handmade variations (handloom, artisanal items)
   

3. Category-Wise Return Eligibility
A. Food & Beverages (Organic, Homemade, Consumables)
Most food items are non-returnable due to hygiene and safety.
Return accepted ONLY IF:

• Product is expired

• Product is damaged or spoiled

• Wrong item delivered

• Quantity mismatch

• Packaging broken at delivery

Return window: Within 24 hours of delivery
Proof required:

• Clear unboxing video

• Photos of package & product

• Batch number & expiry visible
   

B. Fashion & Apparel (Men, Women, Kids)
Eligible for return or replacement under:

• Wrong size delivered

• Wrong product delivered

• Major defect or damage

• Incorrect item or missing item

• Fabric damage, stitching issues

Return window: 3–5 days from delivery
Proof required:

• Photos of defect

• Full product image

• Packing slip snapshot

Items must be:

• Unused

• Unwashed

• In original condition with tags

Not eligible:

• Size issues for custom-stitched items

• Color variation complaints without strong evidence

• Minor handloom weaving variations (considered normal)
   

C. Beauty & Personal Care
Due to hygiene and safety:
❌ Not returnable except:

• Leaked bottle

• Broken container

• Wrong item delivered

• Expired/damaged product

Return window: 48 hours
Proof required: Unboxing video + close-up photos.

D. Health & Wellness (Herbal Powders, Oils, Supplements)
Usually non-returnable once opened.
Return accepted only for:

• Damaged or leaked product

• Wrong item delivered

• Expired item

• Sealed products in unused condition

Return window: 48 hours
Proof required: Photos + unboxing proof.

E. Gifting & Festive Items
Return accepted for:

• Broken items (lamps, candles, decor)

• Wrong hamper delivered

• Missing items in hamper

• Major quality issues

Return window: 48 hours
Proof required: Photos + unboxing video.
Customized gift boxes/baskets are non-returnable.

4. Conditions for Return Approval
To approve a return request, customer must provide:
✔ Mandatory Evidence

• Clear unboxing video from start to end (must show unopened package)

• Clear photos of product, package, labels

• Description of issue

✔ Product Condition

• Unused

• Unwashed

• No perfume/usage marks

• Tags intact (fashion)

• Original packaging included

Requests without proper evidence will be declined.

5. Return Process (Step-by-Step)
Step 1 — Raise a Return Request
Via:

• “My Orders” on website

• Chat support

• care@kynzi.online
  Include order ID & issue.

Step 2 — Submit Proof
Upload photos/videos as requested.
Step 3 — Evaluation
Kynzi and seller review the claim within 24–48 hours.
Step 4 — Approval or Rejection
User receives confirmation.
Step 5 — Courier Pickup
If approved:

• Courier partner will pick up item from customer

• Customer must keep the item ready and packed safely

• Multiple pickup attempts may be made

Step 6 — Quality Check
Seller performs QC once product returns.
Step 7 — Refund/Replacement
Upon successful QC:

• Refund issued

• OR replacement shipped
   

6. Refunds
Refunds are initiated once the returned item passes quality check.
Refund Timelines:

• UPI / Wallet: 1–3 business days

• Credit/Debit Card: 3–7 business days

• Net Banking: 3–5 business days

• COD refunds: UPI/Bank refund in 3–5 business days

Refund Deductions (If Applicable):

• Used/washed items → partial refund or denial

• Missing accessories → partial deduction

• Fake claim → order marked as “resolved” without refund
   

7. Replacements
Replacements are subject to:

• Stock availability

• Seller confirmation

• Category eligibility

If replacement is unavailable:

• Customer will receive a full refund.
   

8. Non-Returnable Items
The following products cannot be returned:

• Opened food packets

• Homemade perishable goods

• Personal care items (used/unsealed)

• Underwear, socks, intimate wear

• Custom-stitched clothing

• Personalized products

• Beauty items without hygiene seal

• Used or tested products
   

9. Fake or Fraudulent Return Claims
If a customer repeatedly raises false claims:
Kynzi may take actions:

• Reject future return requests

• Restrict cash-on-delivery

• Temporarily block account

• Permanently ban in severe cases

Fraud includes:

• Sending wrong items back

• Faking defects

• Using items and claiming damage

• Editing photos/videos
   

10. Return Rejection Reasons
A return will be rejected if:

• Received item is used/washed

• Evidence is incomplete or fake

• Tags removed

• Unboxing video tampered

• Wrong item sent back

• No original packaging

• Return window expired

• Product falls under “non-returnable” category
   

11. Courier-Related Issues
If delivery fails due to courier:

• Reattempt will be made

• Delivery delays are not Kynzi’s responsibility

• Wrong address issues may lead to order cancellation without refund
   

12. Exchange Policy
Exchanges are allowed only for fashion apparel if:

• Correct size is unavailable

• Seller agrees

User may need to pay difference if new item is priced higher.

13. Partial Returns
For multi-product orders:

• Customers may return individual items if eligible

• Partial refunds will be calculated accordingly
   

14. Seller Responsibility
Sellers must:

• Accept valid returns

• Perform QC honestly

• Not misuse “QC failed” option

• Cooperate with logistic partners

• Avoid unfair rejection of legitimate returns

Violations lead to:

• Penalties

• Payout freeze

• Seller suspension
   

15. Kynzi’s Rights
Kynzi may:

• Approve or reject returns based on evidence

• Modify policies without notice

• Remove sellers who violate return standards

• Block users who misuse the system

Kynzi’s decision in return disputes is final.

16. Contact for Return Support
📩 Email: care@kynzi.online
“My Orders” → Return Request
Support hours: 10 AM – 7 PM (Mon–Sat)