This Refund Policy explains when money is returned, by which method, and how long it takes. For when a product can be sent back to us, please see the Return Policy.
1. When a Refund Is Issued
A refund is issued in the following situations:
- A return request has been approved under the Return Policy, and the returned product has reached us and passed verification
- A return request has been approved and, in place of collecting the product, photo or video proof has been accepted as sufficient
- A replacement was offered but the product is out of stock, and the customer has chosen a refund
- The order was cancelled before dispatch and payment had already been made online
- We are unable to deliver to the PIN code and have cancelled the order ourselves
2. How the Refund Is Paid
Cash on Delivery (COD) Orders
Because payment was made in cash, there is no card or online account to return the money to. For COD orders we refund by UPI transfer or direct bank transfer.
When a refund is approved, we ask the customer for:
- Their UPI ID or registered UPI mobile number, or
- Their bank account number, account holder’s name, and IFSC code
The refund is sent to the customer who placed the order. Customers are asked to check these details carefully before sending them — we cannot recover money transferred to an incorrect UPI ID or account number provided by the customer.
Prepaid Orders
Where payment was made online, the refund is credited back to the original payment method — the same card, UPI ID, net-banking account, or wallet used to place the order. It cannot be redirected to a different account.
3. How Long It Takes
| Stage | Time |
|---|---|
| We review the request and respond | Within 2 working days |
| Returned product reaches us and is verified | 3–7 working days after pickup or dispatch |
| Refund approved and released by us | Within 5–7 working days of approval |
| Amount reflects in the customer account | UPI / bank transfer: usually same day to 3 working days. Card or net banking: up to 7 additional working days, as per the bank |
Once we have released a refund, the time it takes to appear in the customer account is controlled by their bank or payment provider. We share the transaction reference number so it can be followed up.
4. What Is Refunded
- Product price — refunded in full for every approved return.
- Delivery charges — refunded in full, because returns are accepted only where the product was damaged, defective or incorrectly delivered. The fault is ours, so the customer does not bear the delivery cost.
- Return courier charges — reimbursed where the customer has paid to send an approved return back to us, on production of the courier receipt.
There is no restocking fee and no deduction from an approved refund.
5. Partial Refunds
Where an order contained more than one product and only some of them were damaged, defective or incorrect, we refund the price of the affected products only. The rest of the order stands.
Where a delivery charge was applied to the whole order, it is refunded in full if the entire order is returned, and proportionately if only part of it is returned.
6. Cancelled and Undelivered Orders
Cancelled before dispatch: Where payment was made online, the full amount including delivery charges is refunded. For a COD order no payment was made, so no refund is due.
Delivery refused, or not completed: If a COD parcel is refused at the door or cannot be delivered after repeated attempts, it returns to us. No money was collected, so no refund is due. Customers are asked to cancel before dispatch rather than refusing delivery, as this saves the courier cost.
7. What Is Not Refunded
- Products that do not qualify for return under the Return Policy — in particular, packs that have been opened or used
- Requests raised more than 15 days after delivery
- Free items, samples and promotional gifts
- Products purchased from any seller other than kapvita.com
8. Refund Not Received
If more than 10 working days have passed since a refund was confirmed and it has not reached the customer, they may contact us with the order number. We will share the transaction reference and follow it up.
9. 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.