At Khatoo.in, every product is dispatched with care and devotion. However, if you receive a damaged, defective, or incorrect product, we are here to help.
Last Updated: May 2026
Please read this policy carefully before placing an order. By ordering from Khatoo.in, you agree to this Return & Replacement Policy.
What is Eligible for Replacement?
We offer free replacement only in the following cases:
- Product received in a damaged or broken condition due to transit
- Product received is defective (manufacturing defect)
- You received a wrong product (different from what was ordered)
- Product is missing parts as described in the product listing
What is NOT Eligible for Return or Replacement?
- Products that have been used, washed, or altered by the customer
- Damage caused by customer mishandling, dropping, or improper use
- Customized or personalized products (name printed items, custom sizes)
- Products returned without an unboxing video proof
- Returns initiated after 48 hours of receiving the product
- Minor color variation due to screen/lighting differences (not a defect)
- Products where original packaging is missing or opened improperly
How to Raise a Replacement Request
- Record an Unboxing Video — Record a clear, uncut video while opening the delivery package. This is mandatory for all damage claims.
- Contact Us Within 48 Hours — Send your unboxing video, order number, and product photos to us via WhatsApp.
- Our Team Reviews — We review within 24 hours and confirm if the replacement is approved.
- Replacement Dispatched — Approved replacements are dispatched within 3–5 business days at no additional cost to you.
Cancellation Policy
- Orders can be cancelled within 2 hours of placing them, before processing begins.
- Once dispatched, cancellations are not accepted.
- To cancel, contact us immediately via WhatsApp with your order number.
Refund Policy
We are primarily a replacement-based policy store. However, refunds (to original payment method) may be issued in exceptional cases:
- Product is out of stock and cannot be replaced
- Wrong product was delivered and replacement is not possible
- Refunds, if approved, are processed within 7–10 business days
Important Reminder
Always record an unboxing video when receiving your order. Claims without an unboxing video cannot be processed. This protects both you and us from transit-related disputes.