Return & Refund Policy

📌 Introduction

At CapHanu Enterprise, we aim to provide a smooth, transparent, and trustworthy shopping experience. This Return & Refund Policy is designed to protect genuine customers, maintain fair seller practices, prevent misuse of returns, and keep platform operations clear across fashion, digital products, custom print, beauty, health, jewellery, home & kitchen, electronics, wholesale, marketplace seller products, and related services.

This policy forms part of our Terms & Conditions. By placing an order, using our services, becoming a seller, using wallet or CapCoin benefits, participating in offers, or requesting support, you agree to follow this policy. Return and refund eligibility may vary by product category, order status, seller terms, product condition, evidence availability, payment method, delivery status, and applicable platform rules.

✅ Return Eligibility

A product may be eligible for return if it is received in damaged, defective, incorrect, incomplete, expired, materially different, or significantly misdescribed condition, subject to verification. Some categories may also allow size or variant exchange, but only if the product is unused and eligible under category rules.

• The return request must be raised within 3 days from delivery, unless a specific product page states a different return window.
• The product must be unused, unwashed, unaltered, and in original condition.
• All tags, labels, accessories, invoice, warranty cards, brand box, manuals, freebies, and original packaging must be returned.
• For damage, missing item, wrong item, seal broken, or quantity mismatch claims, a proper unboxing video may be required.
• Return approval is subject to internal review, seller review where applicable, logistics confirmation, and quality inspection.

Return eligibility does not automatically mean refund approval. Refund, replacement, exchange, wallet credit, store credit, or rejection will depend on verification, product condition, claim type, and policy compliance.

⏱️ Return Request Time Frame

Customers must initiate a return, replacement, exchange, or damage complaint within 3 days from the delivery date. The time frame begins when the courier partner or platform marks the order as delivered. Requests raised after this window may be rejected, except in rare cases where CapHanu Enterprise determines that genuine delay or special circumstances exist.

Customers should not delay product inspection. If there is damage, incorrect product, missing accessory, size issue, quantity mismatch, or seal issue, the request should be raised immediately from the order page or official support channel with complete evidence.

🧩 Category-wise Return Policy

Return eligibility depends on the category, hygiene sensitivity, customization, digital delivery, product usage, seller rules, and product page information. The product page may show specific return rules, and those rules will apply along with this policy.

🚫 Non-Returnable Products

Certain products are non-returnable due to hygiene, personalization, digital delivery, religious sensitivity, safety, resale restrictions, or operational limitations. Non-returnable products include custom printed products, personalized items, opened beauty or personal care items, used health-related products, certain pooja items, certain ayurvedic items, digital downloads after access, gift cards, vouchers, and products clearly marked as non-returnable on the product page.

If a non-returnable product is received damaged, defective, wrong, expired, or incomplete, the customer may still raise a complaint within the return window with a clear unboxing video and images. CapHanu Enterprise may provide replacement, repair support, partial refund, wallet credit, or other resolution depending on verification.

🎨 Custom / Personalized / Digital Product Policy

Custom and personalized products are made using customer-provided names, photos, logos, text, artwork, design instructions, or selected layouts. Once the order is confirmed and production begins, such orders are generally non-cancellable, non-returnable, and non-refundable because they cannot be resold.

• Customers are responsible for checking spelling, image quality, design placement, size, color, and approval details before confirmation.
• Minor color, print placement, fabric, screen-to-print, or finishing variations may occur and will not automatically qualify as a defect.
• Refund or replacement may be considered only if the delivered product is completely different from the approved design, physically damaged, or has a major production defect caused by CapHanu Enterprise or seller.

Digital products, downloadable files, templates, licenses, design files, or access-based products are generally non-refundable after download link, license key, or digital access has been issued. If a file is corrupted, inaccessible, or not delivered due to technical issue, we may reissue access, provide a corrected file, or offer another suitable resolution.

🎥 Unboxing Video & Evidence Requirement

For damaged, defective, missing, incorrect, tampered, seal broken, empty parcel, quantity mismatch, or wrong product claims, an unboxing video may be mandatory. The video should be continuous, clear, unedited, and must start before opening the parcel.

• The video should show the sealed parcel, all sides of packaging, shipping label, and complete opening process.
• The received product, invoice, accessories, tags, and issue must be clearly visible.
• Edited, cut, blurry, incomplete, or delayed videos may be rejected as evidence.
• Additional photos, courier proof, product serial number, batch details, or support details may be requested.

Absence of proper proof may result in rejection of claims where evidence is necessary to verify delivery condition.

📦 Return Request Process

Customers should initiate return or replacement requests from the “My Orders” section where available, or through official support. The request must include order ID, product name, reason, issue details, photos, unboxing video where required, and preferred resolution if options are available.

Incomplete requests, incorrect information, delayed response, invalid proof, or product mismatch may delay or reject the return process.

🔍 Return Approval & Inspection Process

Every return request is reviewed for policy compliance. For marketplace orders, the seller may also review the request. CapHanu Enterprise may approve, reject, escalate, override seller action, or request more proof based on the claim and available records.

Returned products are inspected for original condition, usage, tags, packaging, accessories, invoice, product mismatch, and claim validity. If the returned product fails inspection, the refund or replacement may be rejected and the product may be sent back to the customer.

Inspection results are used to decide refund, replacement, exchange, partial refund, store credit, wallet credit, or claim rejection.

🚚 Pickup / Self Return / Failed Pickup

Once a return is approved, a pickup may be scheduled if the customer’s pincode is serviceable. If pickup is unavailable or repeatedly fails, the customer may be asked to self-ship the product to the address provided by support.

• Customer must pack the product securely with all original packaging and accessories.
• Pickup may be attempted a limited number of times. Missed pickups due to customer unavailability may cause cancellation of the return request.
• For self-return, the customer should use a reliable courier and share tracking details with support.
• If the return is due to verified CapHanu/seller/courier fault, return shipping may be borne or reimbursed according to approval terms.
• Damage caused during return shipping due to poor packaging may lead to rejection.

🔁 Replacement & Exchange Policy

Replacement may be provided when the product is damaged, defective, incorrect, incomplete, or materially different from the ordered item, subject to verification and stock availability. Exchange may be available for size, color, variant, or eligible customer preference issues in selected categories.

Replacement or exchange is subject to product availability. If the same product or variant is not available, CapHanu Enterprise may offer refund, store credit, wallet credit, alternate product, or other resolution. Price differences, shipping charges, or coupon differences may be adjusted according to the case.

💰 Refund Eligibility, Mode & Timeline

Refunds are processed only after return approval, product receipt where applicable, and successful inspection. For cancellations before shipment, refund may be initiated after cancellation approval without return inspection. For delivered products, refund normally requires product verification unless CapHanu Enterprise decides otherwise.

Banking delays, holidays, incorrect refund details, payment gateway issues, fraud review, seller confirmation, or unresolved disputes may extend the timeline.

👛 Wallet, CapCoin, Coupon & Promotional Refunds

If an order was paid using CapHanu Wallet, CapCoins, cashback-style benefits, coupons, gift cards, store credit, referral reward, affiliate reward, or promotional balance, the refund may be split according to the original payment sources and offer rules.

• Wallet-paid amounts may be returned to wallet after approval.
• CapCoins or promotional rewards may be reversed, reissued, or forfeited depending on campaign rules.
• Coupons may not always be reactivated after cancellation, return, refund, or expiry.
• If a refund reduces the order value below offer eligibility, offer discount, free shipping, cashback, reward, or CapCoin benefit may be reversed.
• Referral and affiliate rewards linked to returned or cancelled orders may be reversed or marked invalid.

Any wallet credit or CapCoin issued by error, duplicate credit, technical issue, fraud, self-referral, fake order, or policy misuse may be adjusted, blocked, or reversed by CapHanu Enterprise.

🚛 Shipping Charges, COD Charges & Deductions

Shipping, COD, packaging, express delivery, gift wrapping, custom handling, reverse pickup, and other service charges may or may not be refundable depending on the reason for return and product category.

• If the return is due to damaged, defective, missing, or wrong product caused by CapHanu/seller/courier, eligible shipping may be borne or refunded as approved.
• If the return is due to customer preference, size issue, change of mind, incorrect order by customer, or failed delivery due to customer reason, shipping charges may be non-refundable.
• For self-return, shipping reimbursement must be pre-approved and may require courier receipt and tracking proof.
• In bundle, combo, coupon, or free-shipping orders, refund amount may be adjusted if the final order value changes.

🧾 Partial Return, Combo, Bundle & Bulk Order Rules

If an order contains multiple products, customers may request return for selected items only, subject to item-wise eligibility. Each product will be verified separately. Refund will be calculated based on the approved product price after applicable deductions and adjustments.

Combo products, bundled offers, free gifts, buy-one-get-one deals, and promotional packs may require return of the complete set. If any free item, accessory, or combo component is missing, the refund may be reduced or rejected.

Bulk, B2B, wholesale, institutional, reseller, or custom quotation orders may have limited return flexibility. For bulk orders, full return may not be allowed unless there is a major verified issue. Partial replacement, unit-wise refund, or credit note may be provided for verified defective units.

❌ Order Cancellation, RTO & Failed Delivery

Cancellation applies before shipment or before the order reaches a non-cancellable stage. Once an order is shipped or out for delivery, cancellation may not be guaranteed and the customer may need to follow the return process after delivery.

If delivery fails due to incorrect address, customer unavailability, phone not reachable, refusal to accept, repeated failed attempts, or customer-side issue, the order may be marked as RTO. In such cases, shipping, COD, handling, or restocking charges may be deducted from eligible refund.

Prepaid order refunds after RTO are processed after the product returns to the seller/warehouse and is verified. COD RTO orders may affect future COD availability for the customer account.

🏪 Third-Party Seller & Marketplace Responsibility

CapHanu Enterprise may operate as a marketplace where independent sellers list products. For seller-listed products, the seller is responsible for product quality, listing accuracy, stock, packaging, dispatch, invoice, warranty, and return handling. CapHanu Enterprise facilitates the platform process, monitors compliance, and may intervene to protect customers.

• Seller approval may be required for certain returns, refunds, replacements, or exchanges.
• Sellers must respond within the platform-defined time and follow minimum CapHanu standards.
• If a seller fails to respond, delays resolution, or rejects a genuine case unfairly, CapHanu Enterprise may intervene.
• Seller payouts may be held, adjusted, or reversed for approved refunds, disputes, penalties, return shipping, customer compensation, or policy violations.
• Repeated seller failures may lead to reduced visibility, penalties, suspension, or removal from the platform.

Platform liability is limited to facilitating the service, payment flow, support, and policy enforcement, except where applicable law or specific platform commitment requires otherwise.

🛠️ Warranty, Repair & Brand Service

Some products may include manufacturer, brand, seller, or service-center warranty. Warranty claims may be handled by the brand or authorized service center according to their warranty terms. CapHanu Enterprise may help guide the customer, but warranty approval, repair, replacement, and timelines may depend on the brand or service provider.

Warranty may not cover physical damage, liquid damage, misuse, unauthorized repair, missing serial number, tampering, accessories, consumables, or damage outside warranty terms. Product page warranty information should be reviewed before purchase.

⚠️ Refund / Return Rejection Conditions

Return or refund requests may be rejected if the product fails policy conditions, evidence is missing, product is used, damaged after delivery, altered, incomplete, returned late, mismatched, missing packaging, missing accessories, or the claim appears false or unverifiable.

• Request raised after allowed return window.
• Product used, washed, worn, stained, scratched, damaged, or altered after delivery.
• Tags, invoice, accessories, freebies, manuals, or packaging missing.
• Unboxing video or proof not provided where required.
• Customer sends a different product or different serial number.
• Product belongs to a non-returnable category with no verified platform/seller fault.
• Repeated policy misuse, false claims, abnormal return behavior, or fraud suspicion.

🛡️ Fraudulent Return, Abuse & Risk Control

CapHanu Enterprise actively monitors return frequency, account behavior, payment patterns, delivery issues, referral activity, affiliate activity, wallet usage, CapCoin usage, device signals, and claim history to prevent abuse. Fraudulent returns harm genuine customers, sellers, and the platform ecosystem.

Fraudulent activity may include returning used or different products, fake damage claims, edited videos, missing-product fraud, repeated false claims, self-referral orders, affiliate abuse, payment manipulation, offer misuse, wallet misuse, duplicate accounts, or intentional non-delivery behavior.

If misuse is detected, CapHanu Enterprise may reject returns, block refunds, reverse wallet/CapCoin/coupon benefits, restrict COD, limit account features, suspend the user or seller account, hold payouts, or take legal action where necessary.

🧑 Customer Responsibility

Customers are responsible for reviewing product details, size charts, specifications, delivery address, quantity, customization details, return eligibility, and product page conditions before placing an order. Customers must provide accurate contact details, inspect products promptly, record unboxing where needed, and cooperate with support during verification.

During return, the customer must pack the product safely and return all parts exactly as received. The customer must not misuse return policies, submit false information, delay communication, or send unrelated products.

⚖️ CapHanu Enterprise Rights

CapHanu Enterprise reserves the right to approve, reject, pause, cancel, investigate, or modify any return, refund, replacement, exchange, or cancellation request based on policy compliance, evidence, product inspection, seller response, logistics record, risk review, fraud signals, and legal requirements.

We may update this policy, define category-specific rules, restrict return eligibility, impose proof requirements, limit accounts with abnormal behavior, and take necessary steps to protect customers, sellers, affiliates, partners, and platform security.

🔄 Policy Updates

CapHanu Enterprise may update this Return & Refund Policy from time to time due to operational changes, legal requirements, seller rules, category changes, logistics updates, fraud prevention requirements, payment gateway requirements, or platform improvements. Updated policy will be published on this page with the latest update date.

For orders already placed before a policy update, the terms applicable at the time of order placement will generally apply unless required by law, platform safety, or special operational circumstances.

📩 Contact & Support

For return, refund, cancellation, replacement, exchange, seller order, wallet refund, CapCoin, digital product, custom print, bulk order, or dispute support, customers should contact CapHanu Enterprise through official support channels with complete order details and proof.

Please do not share OTP, password, UPI PIN, card details, or unnecessary sensitive information with anyone. Always use official CapHanu Enterprise support channels.