Help/FAQ

  1. What if I receive an empty box?
  2. In case, you've ordered something incorrectly and wish to exchange it with something else.
  3. What is the pickup process? Why was I asked to ship the item?
  4. Do I have to return the free gift when I return a product?

  

  1. What if I receive an empty box?

         Please get in touch with us within 24-hours from the time of delivery. Also, share the images of the internal & external packaging material. We will co-ordinate with our courier partners and try to locate your                product soon.

  1. In case, you've ordered something incorrectly and wish to exchange it with something else.
  • Please ensure that product is in unused and original condition. Include all price tags, labels, original packing and invoice along with the product. Opened or used products will not be accepted.
  • Charkhamart.com will issue the store credit to be used to buy the desired product. Account refunds cannot be processed in this case.
  • Innerwear, lingerie & socks like products cannot be returned for hygiene reasons.
  • You may be asked to send the images of the product for the verification.
  • Customers might have to bear the logistic and/or restocking costs up to 10% of the product value.

 

  1. What is the pickup process? Why was I asked to ship the item?

        A pick up is usually arranged in case you have received a damaged or a faulty product and you intend to return it to us. We schedule the pickup of the originally delivered product in such cases. We arrange for           pickup from most of our customer locations. It’s simple.

  • You are requested to ensure that product is in unused and original condition.
  • Include all price tags, labels, original packing and invoice along with the product.
  • Please follow the instructions you received in email.
  • In case, we can't pick up the item from your location, you can ship it back to us. We will reimburse the shipping charges as store credit against the original receipt.

 

       Things to take care while you ship/pack the product.

        Include all price tags, labels, original packing and invoice along with the product.

  • Pack the item safely to ensure against damage in transit.
  • Mention the Return ID on the package so that we can acknowledge your return.
  • Please mention the return address as specified in the email notification sent to you.
  • Please retain the original receipt for the courier charges you have paid, it will be required by us to reimburse the shipping charges.
  • Please note down the courier tracking ID for any future reference.
  • Refund/replacement will be initiated once we receive the product from you.

 

  1. Do I have to return the free gift when I return a product?

        Yes. Any item/thing which is a part of the item order needs to be returned along with the originally delivered product. Since, free gift is a part of the item order it needs to be returned.

 

        Tracking Returns

        What is the process of tracking the returned product?

  • Customers can trace the whereabouts of their returns on the Courier’s Tracking System using the Airway Bill No. (AWB). allotted to the package.
  • In case of not having Airway Bill No., you’re advised to contact our customer care team.
  • Customers can also track their Returns by logging into their Account.

 

Refunds

  1. How will I get a refund for the order I cancelled or returned?
  2. When will I get my refund?
  3. What are the modes of refund available after cancellation?
  4. I've still not received the refund in my bank account. Why?
  5. I paid cash on delivery, how would I get the refund?
  6. Can I ask for NEFT refund if I paid through Credit Card/Debit Card/Netbanking?
  1. How will I get a refund for the order I cancelled or returned?
  • Once the resolution is set for refund, we will soon move ahead with the refund.
  • Refund will be done by the same method we received the payment in. In exceptions, we may ask you for the account details.
  • You can opt for store credit as well and use the amount for future purchases with us.

 

  1. When will I get my refund?

        Your refund will happen as per the below mentioned timelines:

         Debit card/Credit card/Net banking 5-7 working days from the refund initiation date

         NEFT transfer            5-7 working days from the refund initiation date

         Cheque Refund        Subjected to clearance.

         Store credit or Gift Certificate             1-2 working days

 

          Please note that the refund timelines depend on external agencies like banks, payment gateways and other financial institutions.

 

  1. What are the modes of refund available after cancellation?

        Once the cancellation is confirmed, you shall receive the refund in form of store credit or reversal of the payment through the payment source that we received.

 

  1. I've still not received the refund in my bank account. Why?

         If you have received a mail from us confirming your refund request, then rest assured that we have initiated your refund request and are following up with financial organisations for the same.

         Sometimes financial organizations take a longer time to process the refund request. However, if the refund hasn't happened by the date we promised, you can contact us. We will gladly help you.

 

  1. I paid cash on delivery, how would I get the refund?
  • If the mode of payment was cash on delivery (COD), we will initiate a refund through cheque and deposit that into your bank account.
  • We will contact you for your bank account details.
  • It normally takes 7-10 days for your money to get reflected in your bank account.
  • You may also choose to have the amount refunded to you as a Store credit. You can use the store credit to purchase any product from Charkhamart.com without any hassles.

 

  1. Can I ask for NEFT refund if I paid through Credit Card/Debit Card/Netbanking?

        We are sorry. In case you paid via credit card/debit card/netbanking, the amount will be refunded in the same account as you had made payment from. However, you can opt for this, if you made the payment            through COD (Cash on Delivery).