Cancellation & Return Policy
Cancellation Policy
Cancellation before shipment (Only valid on orders’ placed & delivered in India):
If the order or the item(s) that you want to cancel have not been shipped yet, you can write to our customer support team on online@krausjeans.com or call us on 022-8433732233 on working only (Monday to Saturday, 10AM to 06PM.)
In such cases, the order will be cancelled, and the money will be refunded to you within 3-4 working days after the cancellation request is duly processed by us.
How will I get refunded for the cancelled orders and how long will this process take?
In case of cancellation before shipment, we process the refund within 3-4 working days after receiving the cancellation request.
In case of cancellation once the shipment has already been dispatched or if it is being returned, we process the refund once the products have been received and verified at our warehouse.
- For payments done through credit/debit cards or net banking ,the refund will be processed to the same account from which the payment was made within 3-4 working days of us receiving the products back. It may take 2-3 additional business days for the amount to reflect in your account.
- For cash on delivery transactions, we will initiate a bank transfer against For cash on delivery transactions: We will initiate a bank transfer against the refund amount of the returned or canceled product of the particular Invoice as partially or fully depend on orders canceled. This process will be completed within 3-4 working days on or after receiving the products back to us and on the basis of your bank details shared via email. It will take an additional 2-3 business days for the amount to reflect in your account. It includes only the cost of the product.
COD or Shipping Charges: We will not initiate any refund of COD or shipping charges on the cancellation of orders collected during the delivery of the product. - In addition, we also provide the hassle-free option of refund through Kraus Jeans coupons, which can be used during future purchases.
What if I used discount vouchers during time of payment and I have to cancel my order?
Discount vouchers are intended for one-time use only and shall be treated as used even if you cancel the order.
Returns, Replacements and Refunds
How do I return an item purchased on Kraus Jeans?
Indian Orders:
Kraus jeans offers its customers an ’Easy return policy’, wherein you can raise a return/exchange request of a product within 7 days of its delivery. We also accept partial returns wherein you can raise a return request for one or all products in your order.
- Step 1: Contact our Customer Support team via email (online@krausjeans.com) within 7 business days of receiving the order.
- Step 2: Provide us with your order ID details and your request to return/replace/refund your order. Kindly email an image of the product and the invoice for our reference.
- Step 3: We will pick up the products within 2-5 business days. We will initiate the refund or replacement process only if the products are received by us in their original packaging with their seals, labels and barcodes intact.
Products can only be eligible for returns if the products received by the customer are deemed to have been received in a damaged / defective state or are expired or an incorrect product has been delivered. Such products can only be returned in their original packaging, in an unused and sealed condition. [Opened or used products will not be accepted as returns.]
If a return is accepted, Kraus jeans will replace or refund the invoiced rupee value for, the damaged / defective / wrong product
Exchange of Product with another Product.
On exchange of the original product with another product in a different category, the differential amount is to be paid at the time of exchange while in case of exchange value lesser than the original paid value, the differential amount is to be given as store Credit only. No cash or kind in case of such exchange.
Note: If it is a case of replacement, it is subject to the availability of stock. In cases when a replacement may not be available, we will refund you the full amount. Kindly refer to the next question for exclusions to refunds.
Which are the items that cannot be returned/exchanged?
Returns will not be accepted under the following conditions:
- Product is damaged due to misuse/overuse
- Returned without original packaging including, price tags, labels, original packing, freebies and other accessories.
- Order ID Number is tampered with.
- Defective products that are not covered under Seller/Manufacturer’s warranty
- Product is used or altered
- If request is initiated after 7 business days of order delivery
- Free product provided by brand
Categories not eligible for Return:
Please note: For certain marketing campaigns or mega sale periods, special return/exchange/refund rules may apply. Information regarding this is visible on the promotion banner. For any clarification, please feel free to contact our customer care.
I have received a damaged or defective item/wrong product in my order, how should I proceed?
Our shipments go through rigorous quality check processes before they leave our warehouse. However in the rare case that your product is damaged during shipment or transit, you can request for a replacement or cancellation and refund.
If you have received an item in a damaged/defective condition or have been sent a wrong product, you can follow a few simple steps to initiate your return/refund within 7 days of receiving the order:
- Step 1: Contact our Customer Support team via email (online@krausjeans.com) within 7 business days of receiving the order.
- Step 2: Provide us with your order ID details and your request to return/replace/refund the defective/wrong items in your order. Kindly share an image of the product and the invoice for our reference.
- Step 3: We will pick up the products within 2-4 business days. We will initiate the refund or replacement process only if the products are received by us in their original packaging with their seals, labels and barcodes intact.
Note: If it is a case of replacement, it is subject to the availability of stock. In case that a replacement may not be available, we will refund you the full amount.
Do I have to return the free gift when I return a product?
Yes. The free gift is included as a part of the item order and needs to be returned along with the originally delivered product.
Can I return part of my order?
Yes. A return can be created at item level and if you have ordered multiple items, you can initiate a return/replacement/refund for any individual item. However, any product being returned needs to be returned in full including all components as well as any complimentary gifts or products which came along with it.
How will I get refunded for the returned orders and how long will this process take?
In case of a return/replacement/refund, we process the refund once the products have been received and verified at our warehouse.
- For payments done through credit/debit cards or net banking ,the refund will be processed to the same account from which the payment was made within 3-4 working Days of us receiving the products back. It may take 2-3 additional business days for the amount to reflect in your account.
- For cash on delivery transactions,we will initiate a bank transfer against the refund amount against the billing details shared by you. This process will be completed within 3-4 working days of us receiving the products back and your bank details on email. It will take an additional 2-3 business days for the amount to reflect in your account.