Return and Refund Policy – Kutoot Innovations Pvt. Ltd.

The purchase of Kutoot Coins and the acquisition of products or services on the E-Commerce Marketplace are considered final and binding once successfully completed, subject only to the limited exceptions expressly provided in this Policy or otherwise mandated by law. All users are required to retain proof of their transactions, such as invoices, receipts, or order identifiers, in order to make any claim under this Policy. Refunds, when approved, shall exclude any non-refundable taxes, shipping charges, or third-party fees, unless otherwise required by applicable law. Requests for refunds or returns must be raised within the prescribed timelines set out herein, and belated requests are liable to be rejected.

Kutoot Coins are prepaid digital shopping vouchers that carry a guaranteed redemption value and may be redeemed exclusively on the E-Commerce Marketplace or through integrated vendor platforms. As a matter of principle, transactions for the purchase of Kutoot Coins are non-refundable and non-cancellable once successfully processed. Refunds shall only be considered in limited circumstances, namely: (a) where a technical or system error results in Coins not being credited to the user’s account despite successful payment; (b) where a payment is processed without authorization and such transaction is subsequently verified as fraudulent through Kutoot’s internal investigation; or (c) where a refund is legally required under the Consumer Protection Act, 2019 or other applicable law.
Refund requests must be submitted to support@kutoot.com with appropriate transaction details and supporting documents. Kutoot will acknowledge such requests within seven business days, and, if approved, process the refund within ten to fifteen business days to the original mode of payment. Expired Coins, which lapse after the validity period of one hundred (100) days or such other duration as Kutoot may specify from time to time, are not eligible for refunds. Complimentary or promotional Coins granted through referrals, campaigns, or bonuses carry no monetary value and shall under no circumstances be refundable.

All purchases of products and services on shop.kutoot.com are facilitated by Kutoot but fulfilled directly by independent third-party vendors (“Vendors”). Accordingly, returns, exchanges, and refunds are primarily subject to the specific policies of the relevant Vendor, which are disclosed on the product listing page. Kutoot acts solely as an intermediary and shall not be held liable for the quality, condition, delivery, or warranty of goods and services, except to the extent required under applicable consumer laws.
A product may generally be eligible for return or refund if it is defective, damaged during transit, materially different from its description, or otherwise not in conformity with the order placed. Such return must be initiated within the time frame specified by the Vendor, which is typically between seven and fifteen days from the date of delivery, and the item must be returned unused, in its original condition and packaging, and accompanied by all tags, labels, and invoices. Certain categories, including but not limited to personal care items, perishable goods, and custom-made or digital products, may be marked as non-returnable, in which case no request for return or refund shall be entertained.
Where purchases have been made in part or in full using Kutoot Coins, any refund corresponding to the Coin portion shall be re-credited as Coins to the user’s Kutoot account, with either the original expiry date or a revised date as determined by Kutoot. Any cash portion shall be refunded to the original payment instrument used at the time of purchase. All refunds shall be processed within five to seven business days after confirmation of Vendor approval and receipt of the returned item, though timelines may extend in the event of disputes or investigations.
In the case of defective or damaged products, the user must notify Kutoot within forty-eight (48) hours of delivery, providing photographic or video evidence of the defect. The Vendor may, at its discretion, offer a replacement in lieu of a refund. Orders may be cancelled only prior to shipment; once shipped, cancellation is not permitted, and the return policy will apply.

Rewards, gifts, or complimentary products awarded in promotional campaigns or contests are provided on an “as is” basis and are not returnable, exchangeable, or refundable, save in cases of demonstrable defect. Requests made beyond the prescribed timelines or in circumstances not expressly covered under this Policy shall not be entertained. Users engaging in repeated or frivolous refund or return requests may face suspension or termination of their account. This Policy shall not, however, limit any statutory rights available to users under the Consumer Protection Act, 2019 or other applicable laws, which shall prevail in the event of conflict.

Any disputes arising under or in relation to this Policy shall be first addressed through Kutoot’s grievance redressal mechanism. Users may contact our Grievance Officer at support@kutoot.com, providing full transaction details and supporting documents. Kutoot shall endeavour to resolve grievances within fifteen to thirty days, in accordance with the Consumer Protection (E-Commerce) Rules, 2020. If the matter remains unresolved, the user may escalate the dispute to the competent consumer forum or seek recourse through arbitration under the Arbitration and Conciliation Act, 1996, with the seat of arbitration in Bengaluru. The courts of Bengaluru, Karnataka shall have exclusive jurisdiction over disputes relating to this Policy.

For all queries, returns, cancellations, or refund requests, users may contact:
Kutoot Innovations Pvt. Ltd.
📧 Email: support@kutoot.com