Return, Exchange and Replacement Policy

1.1 All requests under this Policy shall be raised through the Returns Portal on the Website at www.kaalcari.com/returns, by logging in and selecting the relevant order.

1.2 The Customer shall provide the order number, the reason for the request, and any images or supporting information requested by the Portal.

1.3 A request is deemed received on the date it is submitted through the Portal. Where the Customer is unable to access the Portal, a request may be made in writing to kaalcharisolutionspvtltd@gmail.com.

1.4 This Policy governs returns, exchanges, footbed replacement and refunds after Order Confirmation. Cancellation of an order before or shortly after placement is governed by Clause 5 (Order Cancellation) of the Terms and Conditions.

2.1 Any manufacturing defect or damage sustained in transit shall be reported through the Portal within seventy-two (72) hours of delivery, together with photographs of the Product and its packaging.

2.2 Upon verification, any Product found to have a manufacturing defect shall be replaced at no cost to the Customer.

2.3 Upon verification, any Product found to have been damaged in transit shall be replaced at no cost to the Customer.

2.4 Reports received after the period specified in Clause 2.1 shall not be accepted under this Clause.

3.1 A request for return or exchange of footwear shall be raised within fourteen (14) days of delivery.

3.2 Footwear shall be eligible for return or exchange only where all of the following conditions are satisfied:

• (a) all tags remain intact and attached;
• (b) all original packaging components are returned with the Product; and
• (c) the footwear has been tried on carpeted or indoor surfaces only.

4.1 Each footbed is configured to the individual Customer's recommendation. Footbeds are not eligible for return under Clause 3.

4.2 Footbeds are covered by a replacement policy for a period of one hundred (100) days from the date of delivery.

4.3 A custom footbed requires a period of adaptation. The Customer is advised to allow for this break-in period before assessing fit or comfort.

4.4 Where, within the period specified in Clause 4.2, the Customer reports through the Portal that the footbed does not provide the expected comfort or support, we shall review the Customer's feedback and, upon approval, replace the footbed at no cost to the Customer.

4.5 For the avoidance of doubt, this Clause 4 provides a replacement entitlement, not a right of return or refund. It does not extend, replace, or otherwise affect the fourteen (14)-day return and exchange window in Clause 3, and Clause 4.2 is not to be read as a one hundred (100)-day return or refund period.

5.1 Upon approval of a request under Clauses 2, 3 or 4, we shall arrange pickup of the Product through our logistics partner, or provide return shipping instructions where pickup is not serviceable.

5.2 Return shipping for requests under Clauses 2, 3 and 4 shall be at our cost.

6.1 All returned Products are subject to inspection upon receipt.

6.2 A refund under Clause 3 shall be initiated only after the returned Product has been inspected and the return approved by us. The Customer shall be notified of the outcome through the Portal.

6.3 A refund may arise in the following circumstances: (a) an order cancelled under Clause 5 of the Terms and Conditions (Order Cancellation); (b) a product unavailable after Order Confirmation under Clause 4.4 of the Terms and Conditions; (c) an order or Order Request cancelled for a pricing error under Clause 6.4 of the Terms and Conditions; (d) a verified duplicate or failed payment under Clause 6.3 of the Terms and Conditions; and (e) an approved return under Clause 3 of this Policy.

6.4 In each circumstance listed in Clause 6.3, the refund shall be processed to the original mode of payment within seven (7) working days of cancellation, verification or approval, as applicable.

6.5 A footbed replacement approved under Clause 4 is fulfilled by way of replacement, not a refund, save where we are unable to provide a replacement, in which case a refund shall be processed within seven (7) working days of that determination.

7.1 Nothing in this Policy shall limit or exclude any right of the Customer under the Consumer Protection Act, 2019 or the Consumer Protection (E-Commerce) Rules, 2020.

7.2 Grievances may be addressed to the Grievance Officer identified in the Legal Notice. Grievances shall be acknowledged within forty-eight (48) hours of receipt and resolved within one (1) month of receipt.