This Return, Replacement & Refund Policy (“Policy”) applies to purchases made through AnnieKart (“AnnieKart”, “we”, “us”, “our”), including products sold directly by AnnieKart and, where applicable, products offered through third-party sellers, resellers, suppliers or fulfilment partners.
By placing an order on AnnieKart, the customer (“Customer”, “you”, “your”) acknowledges that they have read and understood this Policy, the applicable product page terms, Terms & Conditions, Shipping Policy and other applicable policies.
Nothing in this Policy is intended to exclude or restrict any mandatory right or remedy available to a consumer under applicable Indian law.
1. Product-Specific Terms
- Return, replacement or exchange availability may differ by product. The conditions shown on the relevant product page at the time of purchase apply to that product.
- Certain products may be non-returnable, replacement-only, exchange-only, warranty-only, or subject to special conditions.
- Where a product is marked “Non-Returnable”, voluntary return/change-of-mind/size return is not available except where a remedy is required by applicable law.
2. Strict 7-Day Return / Replacement / Claim Window
- Unless a longer period is expressly stated on the product page or required by applicable law, every return, replacement, exchange and product-condition claim must be raised within 7 (seven) calendar days from delivery.
- The delivery date recorded by the applicable courier/logistics provider will ordinarily determine the start of the 7-day period.
- Claims may include eligible wrong-product, wrong-variant, damaged, torn, missing-item, materially different-product, eligible defect, size/fit exchange or permitted voluntary return requests.
- After 7 calendar days, the ordinary return/replacement/claim window is closed. A later request may be considered only where a longer period is stated, a manufacturer/seller warranty applies, applicable law requires a remedy, or AnnieKart voluntarily agrees.
- Submitting a claim within 7 days does not guarantee approval; eligibility and evidence requirements still apply.
3. Change of Mind / Size / Fit / Colour
- Where AnnieKart voluntarily permits a return/exchange for change of mind, incorrect Customer-selected size, fit preference, colour/style preference or another reason not attributable to AnnieKart/seller fault, the product-specific terms apply.
- The Customer shall bear applicable return shipping, reverse-logistics, pickup, reshipping or exchange-delivery charges.
- Original delivery/shipping/handling charges may be non-refundable for voluntary returns, subject to applicable law.
4. Damaged or Tampered Package
- Customers should inspect the package at delivery. If it is torn, opened, crushed, wet, broken, re-taped or otherwise suspicious, the Customer should, wherever reasonably possible, record the condition before opening and notify AnnieKart promptly.
- Original packaging, shipping labels, invoice, tags, accessories and other materials should be retained until the matter is resolved.
5. Wrong Product / Wrong Variant / Missing Item
- If a materially wrong product, seller-supplied wrong size, wrong model/colour/variant, missing product or missing major component is received, the Customer must notify AnnieKart within the 7-day claim window.
- AnnieKart may request photographs, video, order information, packaging information, SKU/barcode and other reasonable evidence.
- After verification, AnnieKart may arrange an eligible replacement, return/refund or another remedy permitted by law.
6. Defective / Manufacturing Issue
- An eligible manufacturing or functional defect should be reported within 7 days unless a longer warranty or statutory period applies.
- AnnieKart may conduct or arrange reasonable inspection, technical, seller or brand verification before determining the remedy.
- Normal wear and tear, misuse, accidental damage, improper installation/maintenance, unauthorised modification or post-delivery damage are ordinarily not manufacturing defects.
7. Unboxing Video — Mandatory Evidence for Damage/Wrong/Missing Claims
- For wrong, damaged, missing, tampered or materially different product claims, the Customer is required to record a clear, continuous and unedited unboxing video from the sealed package through opening and initial inspection.
- The video should show the sealed package, shipping label/AWB, visible package condition, opening process, product, accessories and visible SKU/barcode/labels where available.
- The unboxing video is evidence of the package contents and condition at delivery. If no unboxing video is available, AnnieKart may require other credible evidence and may reject the claim where the available evidence is insufficient to verify it, subject to applicable law.
- An unboxing video does not by itself guarantee approval.
8. Return Condition
- Unless otherwise required by law, an approved voluntary return must generally be unused, unworn, unwashed, unaltered and free from stains, odour, marks, scratches or other signs of use.
- Original tags/labels, packaging, accessories, freebies and relevant documentation should be retained and returned where applicable.
- Additional hygiene restrictions may apply to apparel, footwear, beauty, personal-care, hygiene and similar products.
9. Return-Restricted Products / Conditions
- Returns may be restricted for customised/personalised, perishable, hygiene-restricted, used, washed, altered, damaged-after-delivery, tag-removed, incomplete, unauthorised-repaired, modified, substituted or out-of-window products.
- Fraudulent, abusive, manipulated or unverifiable claims may be rejected to the extent permitted by law.
10. Return Request & Verification
- Submitting a return request does not constitute automatic approval.
- AnnieKart may require Order ID, registered contact details, reason, photographs, unboxing video where applicable, packaging/shipping evidence, serial number/SKU/barcode and other reasonable information.
- Returned products may be inspected before final refund or replacement approval.
11. One-Time Replacement Only
- Where AnnieKart approves a replacement, only one replacement shall ordinarily be provided against the original order/product.
- The replacement request must be raised within the applicable 7-day period from the original delivery date, unless a longer period is expressly stated or legally required.
- After an approved replacement is dispatched or delivered, a second replacement, third replacement or repeated size/variant exchange is not ordinarily available.
- If the replacement itself is alleged to be defective, damaged, wrong or materially non-conforming, the Customer must promptly notify AnnieKart. AnnieKart may verify the claim and provide the remedy required by applicable law.
- This one-time replacement limitation does not exclude a mandatory statutory remedy.
12. Return Pickup & Inspection
- Where reverse pickup is provided, the product may be inspected at pickup or after receipt.
- Inspection may include SKU/barcode/serial verification, product condition, packaging, accessories, tampering, weight and dispatch/return records.
- If the returned product is materially different from the product dispatched, used, incomplete, substituted or otherwise ineligible, AnnieKart may reject the return subject to applicable law.
13. Fraud / Product-Swap Protection
- AnnieKart may maintain reasonable dispatch and return records, including SKU, barcode, serial number, product photographs, packaging, shipment and weight information.
- Where product substitution, fraudulent return, manipulated evidence, repeated abusive returns or misuse is reasonably suspected, AnnieKart may conduct enhanced verification.
- Where fraud or abuse is established, AnnieKart may reject the affected claim and restrict future ordering/return privileges to the extent permitted by law.
14. Refunds
- After an eligible return is received and successfully verified, any applicable refund will be initiated through the applicable payment method/process.
- Refund timing may depend on inspection, return confirmation, payment gateway, bank, card issuer, UPI/payment provider or other financial institution.
- For voluntary returns, applicable non-refundable charges and permitted return-logistics charges may be deducted.
15. Replacement / Exchange
- Replacement is subject to stock availability and the applicable product terms.
- Where the requested variant is unavailable, AnnieKart may provide another legally permissible resolution.
- Customer-requested size/variant changes may be treated as voluntary exchanges and may attract applicable return/reshipping charges.
16. Delivery Charges
- Forward delivery, reverse pickup, return shipping and reshipping may be separate logistics charges.
- For Customer-initiated voluntary returns/exchanges, applicable reverse-logistics and reshipping charges shall ordinarily be borne by the Customer.
- Where a product is verified as defective, materially wrong, damaged before delivery or otherwise non-conforming due to AnnieKart/seller fault, AnnieKart will provide the applicable remedy in accordance with law and the circumstances.
17. Free Shipping
- Free or subsidised original delivery does not automatically mean free return or exchange shipping.
- Voluntary returns/exchanges may attract applicable reverse-logistics or reshipping charges.
18. Sale / Discount / Clearance Products
- Sale, clearance, promotional, flash-sale and specially discounted products may have separate return/exchange conditions displayed at purchase, subject to applicable law.
19. Third-Party / Reseller Products
- Some products may be sourced from or fulfilled by third-party sellers, resellers, suppliers or brands.
- Such products may carry additional seller/brand warranty or product-specific return conditions. These terms do not remove any mandatory responsibility or consumer remedy imposed by applicable law.
20. Warranty
- Where a manufacturer/seller warranty applies, it is governed by its warranty terms.
- Warranty ordinarily does not cover accidental damage, misuse, negligence, improper installation/maintenance, unauthorised repair/modification or normal wear and tear, subject to the actual warranty terms.
- Where an order includes a free gift, bundle item or promotional item, AnnieKart may require it to be returned with the underlying product.
- Where a promotional benefit cannot be returned, an adjustment may be made to the extent permitted by applicable law and disclosed offer terms.
22. Partial Returns
- Returning part of a multi-product order may affect bundled pricing, discounts, coupons, free gifts or other promotional benefits.
- AnnieKart may recalculate applicable promotional benefits and adjust the refund where such adjustment was disclosed and is legally permissible.
23. Cancellation / Delivery Refusal
- Orders may be cancelled before dispatch subject to the applicable cancellation process.
- Once dispatched, normal cancellation may no longer be available and the Customer may need to use the applicable return process.
- Refusing delivery because of change of mind or incorrect Customer-selected size/variant may result in applicable logistics charges or other permitted deductions. Where delivery is refused due to visible material damage/tampering, the Customer should document the condition and notify AnnieKart.
24. Customer Duty After Delivery
- The Customer is responsible for reasonable care of the product after delivery.
- Damage caused after delivery through use, washing, storage, installation, alteration or other Customer activity may affect eligibility.
25. Evidence / Customer Cooperation
- AnnieKart may request reasonable evidence necessary to assess a claim, including unboxing video, product/package photographs, shipping label, serial/SKU/barcode and other relevant information.
- False, manipulated or fabricated evidence may result in rejection and further action to the extent permitted by law.
26. No Automatic Approval
- Timely submission, photographs or video do not automatically establish liability or eligibility.
- Claims are assessed using available evidence, order/product records, product-specific terms and applicable law.
27. Force Majeure
- AnnieKart is not responsible for delays or failures caused by events beyond reasonable control, including natural disasters, fire, war, riots, government restrictions, strikes, epidemics/pandemics, transportation/courier disruptions, network failures or payment-system failures, subject to non-excludable legal rights.
28. Grievance Redressal
- AnnieKart will maintain an appropriate grievance redressal mechanism as required by applicable law.
29. Governing Law
- This Policy shall be governed by and interpreted in accordance with the laws applicable in India.
- Nothing in this Policy excludes any mandatory consumer-protection right, statutory remedy or jurisdiction that cannot legally be excluded.
30. Jurisdiction
- To the maximum extent permitted by applicable law, disputes relating to the commercial relationship with AnnieKart may be subject to the courts/competent forums having jurisdiction in Delhi, India.
- This clause shall not deprive a consumer of any jurisdiction or remedy expressly available under applicable Indian consumer-protection legislation.
31. Severability
- If any provision is held invalid, unlawful or unenforceable, it shall be modified or severed only to the minimum extent necessary, and the remaining provisions shall continue to the extent legally permissible.
32. Policy Modification
- AnnieKart may update this Policy to reflect changes in law, regulation, logistics, products, technology or business practices.
- The version applicable to an order will ordinarily be the version displayed/accepted at the time of transaction, subject to applicable law.
33. Customer Acknowledgement
- By placing an order, the Customer acknowledges that product specifications and product-specific return terms should be reviewed before purchase; the ordinary claim window is 7 days; voluntary return/exchange shipping may be Customer-paid; eligible returns must satisfy condition requirements; an unboxing video is required for relevant damage/wrong/missing claims; only one replacement is ordinarily available; and AnnieKart may verify claims before approving refunds or replacements.
- These acknowledgements are subject to mandatory rights and remedies under applicable Indian law.
