Cancellation, Replacement & Refund Policy
At Kinterly, your satisfaction is our priority.
We carefully pack every order to ensure it reaches you safely. As part of newborn safety and infection control standards we donot accept returns for any of our newborn products once shipped. However we do offer replacements under specific conditions.
Replacement Policy
You may request a replacement in the following cases:
1. The product is damaged during transit, defective, or has a manufacturing issue.
2. You receive an incorrect item or something is missing from your package.
Order ID or Invoice Number is mandatory for all replacement requests.
Replacement will NOT be accepted if:
• Product is damaged due to misuse/overuse.
• Original packaging (labels, tags, boxes, and accessories) is missing or damaged.
• Request is initiated after 48 hours of delivery.
• Product has been used, washed, or altered.
• Product was purchased under offer sales, gift vouchers, or coupons.
• Issues are related to size, measurement, or colour variations.
Colour & Dimensions Disclaimer
• Please check the detailed dimensions before placing your order.
• Product photos/videos on our website only act as a guideline to size and colour. It is also important to note that while we strive to match colour tones and saturation, at times the true colour of products can vary and be misrepresented slightly on phones and computer screens.
• We do not accept exchanges for colour or size mismatches arising from screen-to-product variations.
• Please make sure you check the size and colour or contact our customer support to clarify any doubts regarding the product before placing the order.
Packaging & Condition
• Items must be returned in original packaging, with all labels, invoices, tags, and accessories.
• Products must be unused, unwashed, and in original condition.
• Used, soiled, or altered products will not be accepted and will be sent back at your request..
Delivery Condition
• Please do not accept delivery of packages that are damaged, opened, or tampered with.
Replacement Process
For the process of replacement, the product should be unused and in the same condition as you received it with its original packaging & the tags.
• Replacement is valid only within 48 hours of delivery.
• Delivery charges for replacement will apply as per our standard shipping policy.
• Partial replacements: Please hand over only the item(s) being replaced.
• To initiate a replacement:
My Account > Orders > Select Product > Click “Replacement” (within 48 hours).
• Replacement button will be inactive after 48 hours from the date of delivery.
• For Initiating Replacement, kindly apply with your order id and register email id and phone number
• Requests rose after 48 hours will not be processed.
Proof Required for Replacement
1. Unboxing Video (Mandatory)
o A clear, continuous video showing the sealed package being opened for the first time.
o The video must show the condition of the outer packaging and the product inside.
Requests without this video will not be accepted.
2. Photographs (3–4 images)
o Clear images of the defective/damaged product.
o Photo of the outer packaging with the shipping label.
o Any additional images to show the issue.
Pickup & Timeline
Once your return or replacement request is approved, please courier the product back to us using a reliable courier service. We do not offer return pickup services. Kindly ensure the product is properly packed to prevent any damage during transit.
Please note:
• The product must be handed over within 5–7 business days of raising the replacement request.
• Failure to do so will result in cancellation of the request.
Return Address:
Kinterly Kidsstore
Pulickal Arcade,
Erattupetta – 686121
Kerala, India
Ph: 9037234343
Refund in Case of Unavailability
If the same product is unavailable for replacement, you will be notified, and a refund will be initiated
Cancellation Policy
Within 24 Hours (Before Shipping)
• Orders can be cancelled within 24 hours of placement, provided they have not yet been dispatched from our warehouse.
• In such cases, the refund will be processed to your bank account within 7 business days of the cancellation request.
How to Cancel Your Order:
1. Log in to your account.
2. Go to My Account > Orders > View > Cancel.
3. The cancellation option will be available only for 24 hours after placing the order.
After 24 Hours
• Cancellation requests will not be accepted after 24 hours, regardless of shipping status.
• Please review your order carefully before confirming.
Payment Issues
If your payment did not complete successfully but the amount was debited from your bank account, please note:
• In most cases, your bank / UPI service provider / payment gateway will automatically refund the debited amount within 3–4 working days as per RBI guidelines.
• If the refund is not received within this time frame, you can contact us for assistance.
WhatsApp : 9037234343 (10.00AM to 06.00PM)
Email : help@kinterly.com
Once we receive your complaint, we will raise a query with the respective payment gateway partner to help resolve the issue.
Refunds
• Refunds (where applicable) will be processed to your original payment method within 7 business days of approval.
• The Kinterly Quality Assurance Team has the final authority to decide if a product is eligible for refund.
Contact Us
For support, please contact us:
WhatsApp: 9037234343 (10.00AM to 06.00PM)
Email: help@kinterly.com
We appreciate your trust and understanding, and we’re committed to giving you the best shopping experience.
