Refund policy

Return, Refund & Shipping Charges Policy

Effective June 2025  ·  Version 2.0

We want every purchase to be a great experience. This policy explains how returns, refunds, and associated charges work. Please read it carefully before initiating any return request.

1. Return Eligibility

Items are eligible for return only if all of the following conditions are met:

  • Return is requested within 10 days from the date of delivery.
  • Item is unused, unwashed, and in its original condition.
  • All original tags, labels, and accessories are intact and attached.
  • Item is packed in the original company box/packaging. (Minor outer protective packaging damage is acceptable.)
  • A valid proof of purchase (order confirmation / receipt) is provided.
  • Return request has been raised and approved via email before shipping the item back.

How to Initiate a Return

  1. Email us at support@kotharimillstores.in with your Order ID, item details, and reason for return.
  2. Our team will review and respond within 2–3 business days.
  3. Upon approval, you will receive a Return Merchandise Authorisation (RMA) number and return instructions.
  4. Pack the item securely, write the RMA number on the outside of the package, and ship it to:
    KOTHARI MILL STORES — Shop No. 10, Railway Station Road, Gurunanak Chowk, Raipur, CG – 492001.

⚠ Items returned without a prior-approved RMA will not be accepted and will be returned at the sender's cost.

2. Non-Returnable & Non-Refundable Items

The following items are strictly not eligible for return or refund:

  • Items purchased during clearance sales, flash sales, or marked 'Final Sale'.
  • Customised, personalised, or made-to-order items.
  • Items that have been used, washed, altered, or damaged by the customer.
  • Items missing their original tags, labels, or packaging.
  • Perishable or hygiene-sensitive products (if applicable).
  • Gift cards and store credits.
  • Items returned beyond the 10-day return window.

3. Shipping Charges — Important Notice

3a. Original Shipping Charges

  • Original shipping charges paid at the time of order are non-refundable under all circumstances, including approved returns.
  • If your order qualified for free shipping, the actual shipping cost incurred by us will be deducted from your refund amount.

3b. Return Shipping Charges

  • Customers are responsible for all return shipping costs unless the return is due to our error (wrong item shipped / manufacturing defect).
  • We recommend using a trackable shipping service. Kothari Mill Stores is not liable for items lost or damaged in transit back to us.
  • If we arrange a return pickup, the logistics cost will be deducted from your refund.

3c. Return to Origin (RTO) Charges

⚠ What is RTO?
RTO occurs when a shipment is refused by the customer, or cannot be delivered due to an incorrect/incomplete address, unreachable customer, or repeated failed delivery attempts, and is returned to our warehouse.

RTO charges will be borne by the customer in all cases listed below:

  • Refused delivery: Customer declines to accept the package at the doorstep.
  • Non-delivery — address issues: Incorrect, incomplete, or inaccessible delivery address provided.
  • Non-delivery — unreachable: Courier made 3 delivery attempts with no response.
  • Uncollected from pickup point: Package not collected from a courier partner facility within the stipulated time.
  • Customer-initiated cancellation after dispatch: Order cancelled after the item has already been shipped.
Scenario Forward Shipping RTO Charge Who Bears Cost
Refused delivery Charged Additional RTO fee Customer
Wrong address given Charged Additional RTO fee Customer
3 failed delivery attempts Charged Additional RTO fee Customer
Uncollected from hub Charged Additional RTO fee Customer
Cancelled after dispatch Charged Additional RTO fee Customer
Wrong item sent by us Refunded Nil (borne by us) Kothari Mill Stores
Defective item (verified) Refunded Nil (borne by us) Kothari Mill Stores

📌 RTO charges vary by courier partner and order weight/dimensions. The exact amount will be communicated before deduction. In prepaid orders, the RTO charge will be deducted from the refund. In COD orders, an invoice will be raised.

4. Refunds

4a. Refund Process

  • Returned items will be inspected within 2–3 business days of receipt.
  • You will be notified by email of the inspection outcome (approved or rejected).
  • Approved refunds will be credited to your original payment method within 7–10 business days of approval.
  • If you do not receive your refund within 15 business days of approval, email support@kotharimillstores.in.

4b. Refund Deductions

The final refund amount may be reduced by the following, wherever applicable:

Deduction When Applied
Original shipping charges Always — shipping is non-refundable
Actual shipping cost (free-shipping orders) Deducted when order had free shipping
Return shipping charges If arranged by us on customer's behalf
RTO charges Refused / failed delivery / cancelled after dispatch
Restocking fee (if applicable) Items requiring special handling
Partial refund for item damage Item returned in less-than-original condition

4c. Partial Refunds

A partial refund may be issued in the following situations:

  • Item shows signs of use, minor damage, or missing accessories upon inspection.
  • Return is made beyond 10 days but within 20 days, at our sole discretion.
  • Only part of an order is returned.

4d. Rejected Refunds

Your return may be rejected if:

  • The item does not match what was originally shipped.
  • The item shows clear signs of use, washing, or wilful damage.
  • Return was initiated without prior approval (no RMA number).
  • Original tags or packaging are missing.
  • The return window of 10 days has passed.

Rejected items will be shipped back at the customer's cost. If declined again, the item will be held for 30 days and then disposed of.

5. Damaged, Defective, or Wrong Items

5a. Items Damaged in Transit

If your order arrives visibly damaged due to handling during shipping:

  • Report the damage within 48 hours of delivery to support@kotharimillstores.in.
  • Attach clear photographs of the damaged item, inner packaging, outer box, and the shipping label.
  • Kothari Mill Stores will raise a damage claim with the courier company on your behalf.
  • Refund or replacement will be processed subject to the outcome of the courier's investigation. Resolution typically takes 7–21 business days.
  • We will keep you updated on the claim status and coordinate all communication with the courier.

⚠ Important — Transit Damage Claims

  • Transit damage claims are handled directly with the courier company. The final decision on compensation rests with the courier partner.
  • Claims raised beyond 48 hours of delivery may not be entertained by the courier and cannot be processed.
  • Please inspect your package at delivery and, if possible, record an unboxing video as supporting evidence.

5b. Manufacturing Defects or Wrong Item Shipped

If you receive a defective item (not transit damage) or a wrong item was shipped:

  • Report within 48 hours of delivery with photographs to support@kotharimillstores.in.
  • We will arrange a free return pickup and offer a full refund or replacement, at your choice.
  • No shipping or RTO charges will be deducted in verified defect or wrong-item cases.

📌 Damage claims raised beyond 48 hours of delivery may not be accepted. Please inspect your order immediately upon receipt.

6. Order Cancellations

6a. Before Dispatch

  • Orders cancelled before dispatch will receive a full refund with no deductions.
  • Cancellations must be requested immediately by emailing support@kotharimillstores.in.

6b. After Dispatch

  • Once an order is dispatched, it cannot be cancelled.
  • You may refuse delivery, but RTO charges and forward shipping charges will be deducted from the refund.
  • Prepaid orders: deductions applied before refund processing.
  • COD orders: an invoice for applicable charges will be raised and must be settled before future orders are processed.

7. COD (Cash on Delivery) Orders

  • COD orders carry an additional COD handling fee which is non-refundable.
  • Repeated refusal of COD orders may result in COD being disabled for your account with future orders restricted to prepaid only.
  • For approved returns on COD orders, refunds will be processed via bank transfer. Share your bank details at the time of return request.

8. Exchange Policy

  • Exchanges are offered for the same item in a different size or colour only, subject to availability.
  • Exchange requests must be raised within 10 days of delivery.
  • Customer bears the return shipping cost. We will ship the exchanged item at our cost.
  • If the desired size/colour is unavailable, a full refund (minus original shipping) will be processed.

9. Store Credit

  • As an alternative to a monetary refund, you may opt for store credit of equal value — including the original shipping charge (no deduction).
  • Store credits are valid for 12 months from the date of issuance.
  • Store credits are non-transferable and cannot be converted to cash.

10. Contact Us

Email: support@kotharimillstores.in
Address: Shop No. 10, Railway Station Road, Gurunanak Chowk, Raipur, Chhattisgarh – 492001
Hours: Monday – Saturday, 10:00 AM – 6:00 PM IST

We aim to respond to all queries within 2–3 business days.

This policy is subject to change without prior notice. The version published on our website is always the most current.