This Return Policy explains when a KapVita product can be sent back to us, and how to raise a return request. For how and when money is returned, please see the Refund Policy.
1. Products Eligible for Return
We accept returns only where the fault is ours. A return request is eligible if, on delivery, the product is:
- Damaged in transit — the pack is torn, crushed, broken or leaking
- Defective — the seal is broken, the contents are spoiled, or the batch has expired or is close to expiry
- Incorrect — a different product, variant, pack size or quantity was delivered than what was ordered
2. Products Not Eligible for Return
KapVita products are animal feed supplements. Once a pack is opened, we cannot verify how it was stored or handled, and we cannot resell it. For the safety of animals, the following are not accepted:
- Packs that have been opened, used or partly used
- Products damaged after delivery, or through incorrect storage or handling
- Products returned without their original packaging, label and batch number
- Products where the return request is raised more than 15 days after delivery
- Requests made without photo or video proof
- Free items, samples and promotional gifts
- Products bought from any seller other than kapvita.com
Change of mind is not a ground for return. If the product is sealed, correct and undamaged, we are unable to take it back.
3. Time Limit
A return request must be raised within 15 days from the date of delivery.
For damage or leakage that is visible from the outside, customers are asked to inform us within 48 hours of delivery wherever possible. This helps us settle the claim with the courier and resolve the case faster.
4. How to Raise a Return Request
- Contact us on +91-91513 54205 (call or WhatsApp) or write to info@kapvita.com, within 15 days of delivery.
- Share these details: order number, registered mobile number, and the name of the product.
- Send proof: clear photographs or a video showing the problem, the product label with the batch number, and the outer delivery packaging.
- Wait for verification. Our team will review the request and respond within 2 working days.
- Send the product back. If the return is approved, we will arrange a courier pickup where the service is available at that PIN code. Where pickup is not available, the customer dispatches the product to our address and we reimburse the courier charges.
The product should be kept in its original packaging until the request is resolved.
5. Who Pays for Return Shipping
KapVita pays the return shipping cost. Returns are accepted only in cases where the product was damaged, defective or incorrectly delivered, so the customer is not charged for sending it back.
Where the customer has paid a courier charge to dispatch an approved return, that amount is reimbursed along with the refund, on production of the courier receipt.
There is no restocking fee.
6. Replacement Instead of Return
In many cases the fastest resolution is a replacement. If a return request is approved, we may offer to send a fresh pack of the same product instead of taking the product back and issuing a refund.
A replacement is dispatched within 3 working days of approval, subject to stock availability. If the product is out of stock, the customer may choose a refund instead — see the Refund Policy.
7. Cancelling an Order
An order may be cancelled free of charge at any time before it is dispatched. Customers should call or WhatsApp +91-91513 54205 with the order number.
Once an order has been handed to the courier it cannot be cancelled. If the customer no longer wants it, they should refuse the delivery and the parcel will return to us.
8. Contact Us
KapVita — A Product of Kapila
84/54 Jarib Chowki, Kanpur – 208003, Uttar Pradesh, India
Phone / WhatsApp: +91-91513 54205
Email: info@kapvita.com
Support hours: Monday to Saturday, 10:00 AM – 6:00 PM IST
Governing Terms
This policy applies to purchases made on kapvita.com and is governed by the laws of India. Any dispute shall be subject to the jurisdiction of the courts at Kanpur, Uttar Pradesh. The policy may be updated from time to time; the version published on the page at the time of an order applies to that order.