Effective Date: 1 January 2025
This Cancellation, Return, Replacement & Refund Policy applies to purchases made through www.kelenate.in, operated by M/s North West under the brand name Kelenate.
Our objective is to provide a fair and transparent process for cancellations, returns, replacements and refunds while protecting customers against defective, damaged, incorrect or materially misdescribed products.
Most eligible products may be requested for return or replacement within 7 days from the date of delivery, based on the courier or logistics partner's delivered status.
Eligibility depends on the condition of the product and any product-specific return conditions disclosed before purchase.
A return request does not automatically mean that a refund has been approved. The request may be verified and, where applicable, the returned product may be inspected before the final resolution is issued.
For a standard return or change-of-mind request, the product should normally be:
unused;
uninstalled and unapplied;
undamaged after delivery;
in its original condition;
returned with the original packaging, labels, manuals and accessories supplied with it; and
complete, without missing components.
For stickers, adhesive products, labels, emblems, protective products and similar items, the product should not have been applied, installed, peeled from its release liner, materially altered or otherwise used if the return is requested only because of a change of mind.
A product will not be refused merely because the outer shipping package was opened for reasonable inspection.
Please contact us if the product received is:
defective;
materially damaged in transit;
the wrong product;
materially incomplete;
materially different from the product ordered;
not of the characteristics or features advertised or agreed at the time of purchase; or
otherwise eligible for a remedy under applicable law.
After verification, eligible cases may be resolved through a replacement, refund or other appropriate remedy, depending on the circumstances and product availability.
Any product described as non-returnable for change-of-mind purposes remains subject to applicable statutory remedies where the product is defective, damaged, incorrect, materially misdescribed or otherwise required to be accepted back under applicable law.
For damaged, tampered, wrong or incomplete shipments, we request customers to contact us as soon as reasonably possible and preferably within 48 hours of delivery.
To help us investigate quickly, please provide where available:
Order ID;
description of the issue;
photographs of the product;
photographs of the outer packaging;
photograph of the shipping label;
photographs or video showing the defect, damage, incorrect item or missing contents; and
any other reasonably necessary information relating to the claim.
The 48-hour period is requested to facilitate courier and transit investigations. It does not remove or restrict mandatory consumer rights or remedies available under applicable law.
Unless otherwise stated on the relevant product page, the following may not be eligible for a return solely because the customer changed their mind:
customised or personalised products;
products manufactured or printed according to customer-provided specifications;
specially produced or made-to-order items;
custom bulk orders;
products applied, installed or used after delivery;
adhesive products after their backing or release liner has been materially removed or the product has been applied;
products altered, damaged or modified by the customer;
products missing material parts, accessories or supplied components; and
products expressly identified before purchase as final-sale or non-returnable for change-of-mind reasons.
These exclusions do not apply where mandatory consumer rights require a return, refund, replacement or other remedy, including eligible cases involving defective, damaged, incorrect or materially misdescribed goods.
Customised, personalised, made-to-order and customer-approved bulk products are produced according to specific customer requirements.
Once production has started, such orders may not ordinarily be cancelled or returned merely because the customer changes their mind.
Where Kelenate supplied a customised product that is defective, damaged, materially different from the approved specification or incorrectly produced, the customer may contact us for an appropriate remedy.
Where a proof, design, spelling, size, colour, quantity or other specification was expressly approved by the customer before production, a difference resulting solely from the customer's approved instruction will generally not constitute a manufacturing error.
Nothing in this section limits rights that cannot lawfully be excluded.
For standard products, customers may request cancellation before dispatch.
Where the order has not entered a stage where cancellation can no longer reasonably be stopped, we will cancel the order and, for prepaid orders, initiate the applicable refund.
We do not impose a cancellation charge on a standard order cancelled before dispatch merely because the customer requested cancellation.
For customised, personalised or made-to-order products, cancellation may not be possible after production has started.
Once an order has been dispatched, it may not always be technically possible to stop the shipment.
Where cancellation is requested after dispatch, the customer may be asked to:
refuse delivery where appropriate; or
receive the order and follow the applicable return procedure.
The final resolution will depend on the type of product, reason for cancellation and applicable law.
Kelenate may cancel an order where fulfilment is genuinely not possible, including because of:
product unavailability;
inventory error;
non-serviceable delivery location;
payment failure;
incorrect pricing or listing error;
suspected fraud or misuse;
legal or regulatory restrictions; or
another genuine operational reason preventing fulfilment.
If Kelenate cancels a prepaid order, the applicable amount paid for the cancelled order will be refunded to the original payment method.
No cancellation charge will be imposed on the customer merely because Kelenate cancelled the order.
Please contact:
Customer Support Email: northwest.amazon@gmail.com
Phone: +91 9899107642
Please provide:
Order ID;
name and contact details used for the order;
product concerned;
reason for the request; and
photographs/video where relevant.
Please do not send a product back without return instructions or approval unless otherwise required by applicable law.
We will provide the next steps after reviewing the request.
Where reverse pickup is available for an approved return, we may arrange collection through a logistics partner.
Reverse pickup availability depends on the delivery PIN code, product and courier serviceability.
Where Kelenate is responsible for an eligible defective, damaged, incorrect or materially misdescribed product and reverse pickup is unavailable, we may ask the customer to self-ship the product.
In an approved self-shipping case, reasonable actual return-courier charges may be reimbursed against a valid courier receipt, subject to the instructions provided by Customer Support.
Customers should not incur unusual or premium courier charges without prior approval.
For an approved voluntary change-of-mind return where Kelenate is not responsible for any product or fulfilment issue, applicable return-shipping costs may be borne by the customer where disclosed during the return process.
Returned products may be inspected after reaching our facility.
Inspection may verify:
product identity;
condition;
completeness;
accessories and components;
signs of installation or use;
damage;
the issue reported by the customer; and
compliance with the applicable return conditions.
A legitimate defective, damaged, incorrect or not-as-described claim will not be rejected merely because the package was reasonably opened for inspection.
If a standard change-of-mind return is found to have been materially used, installed, altered, damaged after delivery or returned incomplete, the return may be declined where permitted by law.
Where replacement is approved, we will arrange replacement with the same product where reasonably available.
If the same product is unavailable, we may offer:
an appropriate alternative with the customer's agreement; or
a refund where applicable.
A customer will not be required to accept a materially different substitute in place of an approved refund or replacement entitlement.
Approved refunds for prepaid orders will ordinarily be initiated to the original payment method.
For Cash on Delivery orders or circumstances where refund to the original method is technically unavailable, we may request appropriate bank account or UPI details from the customer for the sole purpose of processing the refund.
Store credit may be offered as an option, but an eligible monetary refund will not be converted into compulsory store credit merely for Kelenate's convenience.
After receiving a refund request and the reasonably required information, we normally aim to review the request within 1–2 business days.
Where return of the product is required, final refund approval may occur after the returned item reaches our facility and completes inspection.
Once a refund is approved, we normally aim to initiate the refund within 1 business day.
After initiation, the refunded amount may typically take approximately 2–3 business days to appear through the original payment method, although the actual time depends on the customer's bank, card issuer, UPI service, payment gateway or other payment provider.
Where an external payment provider takes longer, Kelenate will provide available refund-reference information on request.
Where Kelenate is responsible because an order is cancelled by us, cannot be fulfilled, or an approved claim concerns a defective, damaged, incorrect or materially misdescribed product, the applicable refund will include the amount properly refundable for the affected product and any other amount required to be refunded under applicable law.
For an approved voluntary change-of-mind return, any treatment of original shipping or COD charges will be communicated as part of the return process and will be subject to applicable law.
No undisclosed deduction will be made from an approved refund.
If tracking shows an order as delivered but the package has not been received, please contact Customer Support as soon as reasonably possible.
Before raising the request, please check with:
household or family members;
building reception or security;
an authorised recipient; and
neighbours where appropriate.
We will raise an investigation with the courier or logistics partner where necessary.
The appropriate resolution will depend on the investigation and applicable consumer rights.
Orders may be returned to us where delivery fails because of:
repeated unsuccessful delivery attempts;
refusal of delivery;
incorrect or incomplete address;
customer unavailability; or
another delivery-related reason.
These orders are generally referred to as Return to Origin (RTO).
Refund or reshipment will depend on the circumstances, product type and applicable law.
Customised or personalised orders may require separate consideration because they may not reasonably be resalable.
Kelenate may investigate return or refund requests where there is reasonable evidence of:
product substitution;
false damage claims;
return of a different product;
removal of parts or accessories;
deliberate product damage;
repeated abusive return behaviour; or
other fraudulent activity.
A claim will not be rejected merely because a customer has previously made a legitimate return.
Any action taken will be based on the circumstances of the particular case and applicable law.
Where a product carries a manufacturer's or supplier's warranty, warranty service may be governed by the applicable warranty terms in addition to this policy.
A manufacturer's warranty does not replace or eliminate mandatory consumer rights available under applicable law.
This Policy should be read together with Kelenate's:
Shipping & Delivery Policy;
Privacy Policy;
Terms & Conditions; and
Grievance Redressal information.
Nothing in this Policy is intended to exclude, restrict or waive any consumer right or remedy that cannot lawfully be excluded.
Where any provision of this Policy conflicts with a mandatory requirement of applicable law, the mandatory legal requirement will prevail.
Kelenate
Operated by M/s North West
Email: northwest.amazon@gmail.com
Phone: +91 9899107642
Business / Principal Address:
B-26/4, Wazirpur Industrial Area, Delhi - 110052
GSTIN: 07AJPPG2208L1Z4
For consumer grievances that are not resolved through ordinary Customer Support:
Grievance Officer: Amit Gupta
Email: northwest.amazon@gmail.com
Phone: +91 9899107642
Address: B-26/4, Wazirpur Industrial Area, Delhi - 110052
Hours: Monday–Saturday, 10:00–18:00 IST
Consumer grievances are acknowledged within 48 hours and redressed within one month from the date of receipt.
Kelenate
Operated by M/s North West
B-26/4, Wazirpur Industrial Area, Delhi - 110052
GSTIN: 07AJPPG2208L1Z4