Kaartal Marketplace Return & Refund Policy
Last Updated: November 26, 2025
Applies to: All purchases made on Kaartal.com
At Kaartal.com, we are a marketplace committed to connecting you with trusted vendors and ensuring a secure shopping experience. We strive for your complete satisfaction. This policy outlines the standard procedures for returns, refunds, and the specific conditions required by our marketplace model.
By completing a purchase on Kaartal.com, you agree to the terms outlined below.
1. General Eligibility & Scope
To ensure a fair process for both customers and our vendors, the following general rules apply to all returns:
- Official Channels Only: We only process returns for items purchased directly through the Kaartal.com platform. We are not responsible for items bought via third-party links, social media marketplaces, or unverified sellers outside our official platform.
- Verifiable Transactions: A return can only be initiated for orders with a successfully completed and verified payment ID within our system.
- Marketplace Model: Please note that Kaartal acts as a facilitator. While this policy sets the standard, specific vendors on our platform may have stricter return conditions for certain specialized items. These exceptions will be clearly noted on the respective product pages.
2. Standard Return Windows & Reasons
We have defined specific windows for different return reasons to ensure timely processing.
A. Issues On Arrival (Damaged, Incorrect, or Fake)
Reporting Window: Within 48 Hours of delivery timestamp.
If your order arrives in an unacceptable condition, you must notify us immediately.
| Reason | Requirement | Action |
|---|---|---|
| Damaged / Defective on Arrival | Clear photos/video of the damaged shipping box, damaged item, and the shipping label. | We provide a free return label and issue a full refund or replacement. |
| Incorrect Item Received | Photos of the received product, its packaging, and your order confirmation email. Item must remain unused. | We provide a free return label and send the correct item (or refund). |
| Counterfeit / Fake Product | Evidence showing the product is not authentic. | We investigate immediately. If proven fake, a full refund is issued, and the vendor is penalized. |
B. Functional Malfunction (Early Failure)
Reporting Window: Within 3 Days (72 Hours) of delivery timestamp.
This covers “out-of-box” failures where hardware or software does not operate as advertised immediately after opening.
- Requirement: The product must show a verifiable operational failure that is not due to customer misuse or accidental damage. Our tech team may request a brief diagnostic video showing the failure.
- Condition: Original packaging, manuals, and all accessories must be included.
- Note: After 3 days, functional issues fall under the Manufacturer’s Warranty (see Section 7).
C. Change of Mind / “No Longer Wanted”
Policy: Generally Not Accepted.
Due to the nature of our multi-vendor marketplace, “Change of Mind” returns are not standard.
- Exceptions: In rare cases, specific vendors may accept these returns. You must contact Kaartal Support to request approval.
- If Approved: The item must be 100% unopened, unused, with original seals intact.
- Costs: The customer is responsible for return shipping costs, and a Restocking Fee of 15% to 20% will be deducted from the refund to cover vendor administrative costs.
3. Category-Specific Exceptions & Non-Returnable Items
Certain items cannot be returned due to hygiene, security, or the nature of the product.
A. Digital Products (Final Sale)
The following items are immediately non-refundable once delivered:
- Software license keys that have been revealed or emailed.
- Downloadable content (eBooks, PDFs, digital assets) once the download link is accessed.
- Digital Gift Cards.
Exception: If the key is proven invalid or duplicate before use, a refund may be issued after verification with the issuer.
B. Hygiene & Personal Care
For health and safety reasons, we have a strict policy on items that touch the body.
- Non-Returnable if Opened: Cosmetics, skincare, perfumes, earrings, undergarments, and grooming tools (shavers, trimmers) cannot be returned if the hygiene seal is broken, or if the packaging has been opened—even if unused.
- Exception: If the wrong item was sent or it arrived visibly damaged/leaking (must report within 48 hours with photos).
C. Other Non-Returnable Items
- Products marked clearly as “Final Sale,” “Clearance,” or “As-Is” on the product page.
- Customized or personalized items.
4. Shipping Costs & Restocking Fees
To ensure transparency, here is a breakdown of who pays for return shipping:
| Return Scenario | Return Shipping Cost | Restocking Fee |
|---|---|---|
| Kaartal Fault (Damaged, Wrong Item, Fake) | Paid by Kaartal (We provide label) | None |
| Early Malfunction (Within 3 Days) | Paid by Kaartal (We provide label) | None |
| Customer Change of Mind (If approved) | Paid by Customer | 15% – 20% Fee Applies |
| Undeliverable Address / Refused Delivery | N/A | Original shipping fees are non-refundable. |
5. How to Request a Return (RMA Process)
Please do not send any items back without prior authorization. We require a Return Merchandise Authorization (RMA) number to track your package.
- Initiate Request: Contact us within the specified timeframes via email at customer-care@kaartal.com or through the “My Orders” section of your account dashboard.
- Provide Evidence: Include your order number, the reason for return, and required photos/videos.
- Receive RMA: Our team will review your request. If approved, you will receive an RMA number and shipping instructions (or a pre-paid label if applicable).
- Pack Securely: Repack the item carefully in its original box with all accessories, manuals, and free gifts.
- Ship & Track: Apply the shipping label. If you are responsible for shipping, use a trackable courier service. We cannot process refunds for packages lost in transit without tracking.
6. Refund Processing Timeline
- Inspection: Once the returned item is received at our facility (or the vendor’s facility), it will be inspected within 2-3 business days to verify its condition matches your return claim.
- Approval/Rejection: We will notify you via email regarding the approval or rejection of your refund based on the inspection.
- Funds Release: If approved, your refund will be processed back to your original payment method. Please allow 5-10 business days for your bank or payment provider to post the funds to your account.
7. Manufacturer Warranty (After 3 Days)
Our return policy covers the initial receipt of goods. For product failures that occur after the initial 3-day window, you are protected by the Manufacturer’s Warranty.
Please refer to the warranty card included in the product box to contact the manufacturer directly for repairs or replacements. Kaartal can assist in providing purchase proof if needed for warranty claims.
Need Help?
Contact Kaartal Customer Support at customer-care@kaartal.com.