We want you to love what you buy on Kartova. If something isn't right, here's how we put it right.
Return, Refund & Cancellation Policy
Clear, transparent, and customer-friendly guidelines.
Last updated: 4 October 2026
1. Cancelling an order
- You can cancel any time before your order is shipped, from My Orders in the app. There is no charge.
- After it has shipped, you can't cancel it, but you can refuse the delivery at your door. Since all orders are cash on delivery, you won't have paid anything.
- We may cancel an order if an item is out of stock, the address can't be reached, or we suspect fraud. If that happens, we will let you know.
2. Returns
You can return an item within 7 days of delivery if:
- it arrived damaged or defective;
- you received the wrong item, size or colour; or
- an item from your order is missing.
For a return to be accepted, the item must be unused and unwashed, with its original tags and packaging. For a damaged or wrong item, please share a photo when you raise the request.
These can't be returned: innerwear, lingerie, socks, cosmetics, jewellery and other items marked "non-returnable" on the product page, unless they arrive damaged or wrong.
How to return
- Go to My Orders, select the order and tap Return / Refund, or email support@grozi.net with your order number.
- We will arrange a pickup from your address, usually within 2–3 working days. In areas we can't pick up from, we will tell you how to send it back.
- We check the item within 2 working days of receiving it.
3. Refunds
- Once your return passes the check, we refund the full amount you paid for the item. If the whole order is returned because of our mistake, we also refund the delivery fee.
- Because orders are paid in cash, we send refunds to your UPI ID or bank account. You can share these in the app or by email.
- Refunds are sent within 7 working days of the return being approved. Your bank may take 2–3 more days to show it.
- Where a refund isn't possible, we can offer an exchange or a replacement instead.
4. Exchanges
If you need a different size, start a return for the item you have and place a new order for the right size. That way you get the new item faster.
5. Contact us
Email: support@grozi.net
Address: Mukesh LPM, Barabanki, Uttar Pradesh 225001, India
This policy follows the Consumer Protection (E-Commerce) Rules, 2020. It doesn't affect any rights you have under Indian consumer law.
6. Important Legal Policies & Links
For more detailed information regarding your usage of Kartova and our operations, please review our other legal policies below: