Frequently Asked Questions

How do I log in to my account?

When you place an order, an account is automatically created with your registered email. You’ll receive an email with a link to set your password. Once set, you can log in anytime using the same email for future purchases.

Haven’t set your password yet or forgot it? Simply click “Lost your Password” on the login page, and we’ll send a reset link to your registered email.

I forgot my password. What should I do?

No worries!  Just click “Lost your Password” on the login page. A reset link will be sent to your registered email so you can create a new password in seconds.

Can I cancel my order?

Yes, orders can be cancelled within 24 hours of placing them, provided they have not been dispatched from our warehouse.

  • Once your cancellation is confirmed, your refund will be processed to your bank account within 7 business days if paid.
How do I cancel an order?
  • Log in to your account.
  • Go to My Account > Orders.
  • Select your order and click View.
  • Choose the Cancel option (available only within 24 hours of order placement).
When will I receive my refund?

Refunds are initiated within 48 hours of receiving your cancellation request. The amount will be credited back to your original payment method within 7 business days.

Can I get a replacement?

  • Yes, we accept replacements in the following cases:

  • The product is damaged during transit, defective, or has a manufacturing issue.

  • The product is different from what you ordered, or an item is missing from your package.

What details are required for a replacement?

To process your request, we need:

1. Unboxing Video (Mandatory)

  • Start recording before opening the package.
  • Show the sealed package and open it in one continuous shot.
  • Clearly show the condition of the outer packaging and the product inside.
    Requests without an unboxing video cannot be processed.

2. Clear Photographs (3–4 images)

  • Product showing the defect/damage.
  • Outer packaging with shipping label visible.
  • Any extra photos that show the condition of the product received.
What are the steps to request a replacement?
  • Ensure the product is unused, unwashed, in the same condition as received and in its original packaging with tags.
  • Replacement requests must be raised within 48 hours of delivery.
  • For partial returns, hand over only the items being returned to the pickup agent.

To initiate a replacement:
Go to My Account > Orders > View > Request Replacement.

  • This option is available only within 48 hours of delivery. After that, it will be inactive.
  • Once submitted, you’ll receive an email from [email protected] requesting required details.
  • Once we receive your details, our team will verify and approve the request, after which a return pickup will be arranged for your product.

For full policy details, visit: Kinterly Cancellation & Refund Policy(Link)

Why can’t I request a replacement?

Replacements will not be accepted if:

  • The product is damaged due to misuse/overuse.
  • Returned without original packaging (labels, tags, boxes, or accessories).
  • Request is raised after 48 hours of delivery.
  • Product is used, washed, or altered.
  • Purchased under Offer Sales / Gift Vouchers / Coupons.
  • Issues are related to size, measurement, or colour difference.

We accept replacements only if,

The product you received is damaged in transit, defective, or has a manufacturing issue.
The item is different from what you ordered, or if something is missing from the package.

My payment failed, but the amount was debited. What should I do?

If your payment did not complete successfully but the amount was debited:

  • In most cases, your bank / UPI provider / payment gateway will auto-refund the amount within 3–4 working days as per RBI rules.
  • If not refunded within this time frame, contact us, and we’ll raise a complaint with the payment partner.

Call/WhatsApp: 9037234343 (10.00AM to 06.00PM)
Email: [email protected]