By placing an order through the Platform, you (“Customer”, “User”, “you”, or “your”) agree to be bound by this Policy in addition to our Terms and Conditions and other applicable policies.

This Return, Refund & Cancellation Policy (“Policy”) governs the terms applicable to cancellations, returns, replacements, exchanges, and refunds for purchases made through Kuruma Kaffee House (“Kuruma” “Platform”, “Website”, “we”, “our”, or “us”).

1. General Policy

1. Kuruma Kaffee House strives to provide quality products and customer satisfaction.
2. Due to the nature of certain products, not all products may be eligible for return, replacement, exchange, cancellation, or refund.
3. Requests shall be reviewed subject to:
   • product condition,
   • eligibility criteria,
   • proof of purchase,
   • inspection findings,
   • and compliance with this Policy.
4. Kuruma Kaffee House reserves the right to approve or reject any request at its sole discretion, subject to applicable law.

2. Order Cancellation Policy

A. Cancellation Before Shipment

1. Orders may be cancelled before shipment confirmation, subject to operational feasibility.
2. Cancellation requests must be submitted promptly through customer support.
3. If cancellation is approved before dispatch, eligible refunds may be processed in accordance with this Policy.

B. Cancellation After Shipment

1. Orders that have already been shipped may not be eligible for cancellation.
2. Customers may instead be required to initiate a return request, where eligible under this Policy.

C. Cancellation by Kuruma Kaffee House

Kuruma Kaffee House reserves the right to cancel orders due to:

• product unavailability;
• pricing or technical errors;
• suspected fraudulent activity;
• payment authorization failure;
• operational limitations;
• legal or regulatory restrictions.

In such cases, eligible refunds shall be initiated for successfully paid orders.

3. Return Eligibility

Products may be eligible for return only if:

• the product delivered is damaged, defective, incorrect, or materially different from the order placed;
• the return request is made within the applicable return window;
• the product is unused, unwashed, and in original condition;
• original packaging, tags, labels, manuals, accessories, and invoices are retained;
• the product passes quality inspection upon return receipt.

4. Non-Returnable Products

Unless otherwise required under applicable law, the following categories may not be eligible for return, refund, or exchange:

• used or damaged products caused by customer misuse;
• products without original packaging or tags;
• customized or personalized items;
• perishable goods;
• gift cards or promotional items;
• intimate or hygiene-sensitive items;
• books, digital products or downloadable content;
• clearance sale or final sale items marked as non-returnable.

Kuruma Kaffee House reserves the right to determine return eligibility on a case-by-case basis.

5. Return Request Procedure

1. Customers must initiate return requests by contacting customer support through the official communication channels provided on the Platform.
2. Customers may be required to provide:
   • order details,
   • invoice or proof of purchase,
   • photographs or videos of the product,
   • description of the issue.
3. Return requests submitted after the permitted return period may be rejected.
4. Approval of a return request does not automatically guarantee approval of refund or replacement.

6. Reverse Pickup and Return Shipping

1. Where reverse pickup service is available, Kuruma Kaffee House or its logistics partners may arrange collection of eligible return items.
2. In locations where reverse pickup is unavailable, customers may be required to self-ship the product to an address communicated by customer support.
3. Customers shall ensure secure packaging of returned items to prevent transit damage.
4. Return shipping charges may:
   • be borne by the customer; or
   • be reimbursed by Kuruma Kaffee House, depending on the nature of the return and internal review.

7. Inspection and Approval

1. Returned products shall undergo quality inspection upon receipt.
2. Refunds, replacements, or exchanges shall be processed only if the returned product satisfies the eligibility conditions under this Policy.
3. Kuruma Kaffee House reserves the right to reject returns where:
   • products are found used, damaged, altered, or incomplete;
   • serial numbers or tags are tampered with;
   • returned products do not match the original order.

8. Refund Policy

A. Eligible Refunds

Refunds may be initiated for:

• approved cancelled orders;
• approved returns;
• failed or duplicate payments;
• undelivered orders;
• eligible defective or damaged products.

B. Refund Method

1. Refunds shall generally be processed through the original payment method used during purchase.
2. In certain cases, refunds may be processed through:
   • bank transfer,
   • store credit,
   • wallet balance,
   • or alternative payment mechanisms.
3. Customers may be required to provide banking or payment details for refund processing.

C. Refund Timelines

1. Approved refunds are generally initiated within a reasonable processing period.
2. Actual credit timelines may vary depending on:
   • banks,
   • payment gateways,
   • card issuers,
   • financial institutions,
   • or payment service providers.
3. Kuruma Kaffee House shall not be liable for delays caused by third-party banking or payment systems.

9. Replacement and Exchange

1. Replacement or exchange requests may be approved subject to:
   • stock availability,
   • product category,
   • inspection approval,
   • and operational feasibility.
2. If replacement stock is unavailable, Kuruma Kaffee House may offer:
   • refund,
   • store credit,
   • alternative product,
   • or other resolution options at its discretion.

10. Refusal of Returns or Refunds

Kuruma Kaffee House reserves the right to refuse returns, replacements, exchanges, or refunds where:

• policy conditions are not met;
• misuse or abuse is suspected;
• fraudulent claims are identified;
• repeated unreasonable return requests are observed;
• returned products fail quality checks.

11. Damaged or Tampered Packages

1. Customers are advised to inspect packages at the time of delivery.
2. If a package appears:
   • tampered,
   • opened,
   • damaged,
   • or materially compromised,
     customers should:
   • refuse delivery where appropriate; and/or
   • promptly notify customer support with supporting evidence.
3. Claims relating to delivery damage should be reported within a reasonable timeframe after delivery.

12. Failed Deliveries and Returned Orders

1. Orders returned due to:
   • incorrect shipping address,
   • customer unavailability,
   • refusal to accept delivery,
   • or repeated failed delivery attempts,

may be cancelled.

2. Refunds for such returned orders may be subject to deduction of:
   • shipping charges,
   • return handling charges,
   • logistics costs,
   • or other applicable expenses.

13. Chargebacks and Payment Disputes

1. Customers are encouraged to contact Kuruma Kaffee House before initiating chargebacks or payment disputes with banks or payment providers.
2. Fraudulent or abusive chargebacks may result in:
   • suspension of customer accounts,
   • denial of future orders,
   • or legal action where appropriate.

14. Limitation of Liability

To the maximum extent permitted by applicable law:

1. Kuruma Kaffee House shall not be liable for:
   • indirect losses,
   • consequential damages,
   • loss of profits,
   • or business interruption arising from return, refund, replacement, or cancellation matters.
2. Total liability, if any, shall not exceed the amount paid for the affected product or order.

15. Compliance with Applicable Law

This Policy shall be interpreted in accordance with applicable Indian laws including:

• the Consumer Protection Act, 2019;
• the Consumer Protection (E-Commerce) Rules, 2020;
• and other applicable regulations.

Nothing contained in this Policy shall limit statutory consumer rights available under applicable law.

16. Amendments to this Policy

Kuruma Kaffee House reserves the right to modify, revise, or update this Policy at any time without prior notice.

Customers are encouraged to periodically review this page for updates.

Continued use of the Platform following modifications constitutes acceptance of the revised Policy.

17. Contact Information

For return, refund, cancellation, or replacement-related assistance, users may contact:

Kuruma Kaffee House
30/5, Palace Colony, Mandi, Pin: 710001, Himachal Pradesh, India

Website: kurumakaffeehouse.club
Email: [email protected]

We shall make reasonable efforts to address customer concerns in accordance with applicable law and internal operational procedures.

Contact us at [email protected] for questions related to refunds and returns.