Refund & Exchange Policy

KOSU HEMP maintains a customer-obsessed, compliance-aligned post-purchase service framework. Our Refund & Exchange Policy is designed to ensure transparency, seamless experience, and robust product integrity throughout the reverse logistics cycle.

1. Policy Overview

Our objective is to deliver a hassle-free resolution ecosystem while protecting hygiene standards, garment quality, and sustainability commitments.
All returns, exchanges, and refund requests must strictly follow the guidelines listed below.

2. Eligibility Criteria

A product becomes eligible for return or exchange only if it meets all the following conditions:

2.1 Product Condition

• Item must be unused, unwashed, and undamaged.

• No signs of wear, perfume, stains, stretching, or alterations.

• All original tags, labels, buttons, trims, and packaging must be intact.

2.2 Return Window

• Requests must be initiated within 7 days from the date of delivery.

2.3 QC Verification

• Upon receiving the returned item, our Quality Control team performs a structured Reverse QC Assessment.

• Only items clearing this audit will be approved for refund or exchange.

2.4 Non-Eligible Items

• Products purchased under Final Sale, Clearance, or special promotional labels.

• Customized, personalized, hemmed, altered, or modified products.

• Items damaged due to customer handling or improper storage.

3. Exchange Policy

We offer size and product exchanges for eligible requests.

3.1 Exchange Process

1. Request Initiation
   Customer submits exchange request via website or customer service.

2. Pickup Scheduling
   Reverse pickup arranged within 2–4 business days.

3. Reverse QC
   Completed within 24–48 hours after the product reaches our hub.

4. Replacement Dispatch
   Exchange item shipped within 24–48 hours post-QC approval.

3.2 Exchange Rules

• Exchanges are strictly subject to inventory availability.

• Only one exchange cycle per order is permitted.

• Price differences (if applicable) must be settled before dispatch.

4. Refund Policy

Refunds are processed for eligible return requests after reverse QC clearance.

4.1 Refund Modes

• Prepaid Orders: Amount refunded to the original payment method (Card/Wallet/UPI).

• COD Orders: Refunded via bank transfer or UPI after the customer provides details.

4.2 Refund Timeline

StageTimeframeReverse pickup completion2–4 business daysQC verification24–48 hoursRefund processing5–7 business days

Total refund cycle: 7–14 business days (approx.)

4.3 Refund Rejections

Refund will be denied if:

• Product fails QC

• Product is used, tampered, washed, or damaged

• Tags or packaging are missing

Rejected items will be returned to the customer.

5. Return Shipping Charges

5.1 Complimentary Return

• First return/exchange request per order is free, subject to pickup serviceability.

5.2 Additional Returns

• Secondary return/exchange in the same order may incur reverse logistics fees.

5.3 Remote Zone Returns

If reverse pickup is unavailable for the customer’s pin-code:

• Customer may self-ship to our hub.

• Courier reimbursement is provided within a predetermined limit.

6. Damaged, Defective, or Incorrect Products

If the customer receives:

• A defective product

• A wrong item

• A damaged parcel

They must report the issue within 48 hours of delivery.

Mandatory requirements:

• Clear images

• Video proof of unboxing (for high-value orders)

• Detailed description of the issue

After verification, the customer will receive a priority replacement or full refund.

7. Return Rejections & Compliance Governance

KOSU HEMP retains the authority to reject returns under the following circumstances:

• Product fails hygiene checks

• Signs of wear or tampering detected

• Product return initiated outside the eligible window

• Inconsistent reasons compared to QC findings

Rejected products are shipped back to the customer without refund.

8. Policy Transparency & Updates

KOSU HEMP reserves the right to update, amend, or expand this policy based on:

• Operational shifts

• Regulatory changes

• Logistics partner updates

• Seasonal surge requirements

Changes will be reflected on the official website.