Order Cancellation and Refund Policy

1. Purpose and Applicability

This Policy sets out the terms governing cancellation of orders and refunds in relation to purchases made through the official Kenstar website, www.kenstar.in ("Website"). It is intended to ensure a fair, transparent and consistent experience for customers purchasing directly from Kenstar.

This Policy applies exclusively to purchases made through the Website and forms an integral part of the Terms of Use governing such purchases. By placing an order through the Website, you acknowledge that you have read, understood and agreed to be bound by this Policy.

Purchases made through authorised distributors, dealers, retail stores, third-party marketplaces or any sales channel other than the Website shall not be governed by this Policy and shall be subject to the applicable policies of such respective sales channels.


2. Order Cancellation


2.1 Cancellation by Customer

Once an order has been confirmed, it cannot be cancelled. Before confirming your order, please ensure that the selected product, quantity, delivery address and other order details are accurate.


2.2 Cancellation by Kenstar

Kenstar may cancel an order, in whole or in part, where such cancellation becomes necessary due to reasons including, without limitation, product unavailability, payment verification failure, suspected fraudulent or unauthorised transactions, pricing or technical errors, force majeure events, regulatory requirements or any other circumstance that prevents Kenstar from fulfilling the order.

Where an order is cancelled by Kenstar after receipt of payment, the amount received towards such order shall be refunded in accordance with Clause 5 of this Policy.


3. Product Inspection Upon Delivery

We recommend that you inspect the product immediately upon delivery to ensure that it has been received in good condition and corresponds with the order placed.

In the event the product is found to be physically damaged, defective, incomplete, or different from the product ordered, you must notify Kenstar within seven (7) days from the date of delivery through the prescribed customer support channels. Requests received after this period may be dealt with under the applicable product warranty and service process, where applicable.


4. When Can You Request a Refund?

Kenstar does not accept returns or provide replacements for products purchased through the Website for reasons such as change of mind, personal preference, incorrect product selection, colour preference or any other reason unrelated to the condition or quality of the product delivered.

You may raise a request for a refund where:

  • The product is physically damaged upon delivery;
  • You receive a product different from the one ordered;
  • The product is delivered with missing components or accessories; or
  • The product has a manufacturing defect identified within seven (7) days from the date of delivery.

Raising a request does not automatically entitle you to a refund. All requests shall be subject to verification and approval by Kenstar in accordance with this Policy.


5. How Are Refund Requests Processed?

To facilitate assessment of your request, Kenstar may require you to provide your order details, proof of purchase, photographs, videos or any other information reasonably required to verify the issue reported.

All refund requests shall be reviewed by Kenstar's Customer Support team or its authorised representatives. Kenstar may, where reasonably necessary, arrange for inspection of the product or seek additional information before determining the request.

Where the request is verified and approved, Kenstar shall process the applicable refund in accordance with its prevailing refund process.

The refund shall ordinarily be processed to the original payment method used for the transaction, subject to the processing timelines and procedures of the relevant bank or payment service provider.


6. What Is Not Covered Under This Policy?

This Policy is intended to address eligible issues reported within the period specified under this Policy and does not apply to:

  • Requests raised after the reporting period specified in this Policy;
  • Products that have been damaged due to misuse, improper handling, negligence, accident or unauthorised repair after delivery;
  • Products with altered, removed or illegible serial numbers or product identification labels;
  • Claims relating to missing components or accessories that cannot reasonably be substantiated upon verification; or
  • Claims that are found to be fraudulent, misleading or otherwise inconsistent with this Policy.

Any manufacturing defect or service requirement identified after the reporting period specified in this Policy shall be governed by the applicable warranty terms of the product.


7. Warranty

This Policy is intended to address eligible issues reported within seven (7) days from the date of delivery. Any manufacturing defect, functional issue or service requirement reported after this period shall be governed by the warranty terms applicable to the product and Kenstar's warranty and service process in force from time to time.

Nothing contained in this Policy shall be construed as extending, limiting or modifying the warranty applicable to any product.


8. Customer Support

If you require any assistance regarding your order, refund request or any matter covered under this Policy, you may contact us through the details provided below:

Customer Care Number: 0172-5609444

Email: customercare@kenstar.in

Availability: 24 Hours, 7 Days a Week