Return & Refund Policy
KIXCURE
https://kixcures.com
Return & Refund Policy
Returns, Replacements, and Refunds for Kixcure Products
Effective Date: 7 September 2026
Last Updated: 7 September 2026
At Kixcure, we want you to be genuinely satisfied with your shoe-care Products. This Return & Refund Policy (“Policy”) explains the circumstances under which returns, replacements, and refunds are available for orders placed on https://kixcures.com (the “Website”), the process for requesting them, and the timelines involved. This Policy forms part of, and should be read together with, our Terms of Use and Shipping Policy.
Because our core Products — Shoe Cleaning Foam and Shoe Deep Cleaner — are liquid, consumable, cosmetic-type formulations, certain restrictions on returns apply for hygiene and safety reasons, as set out below, consistent with standard e-commerce practice under the Consumer Protection (E-Commerce) Rules, 2020.
1. Return Eligibility at a Glance
The table below summarises common scenarios and their general eligibility for return, replacement, or refund. Each request is still subject to verification and the detailed conditions in this Policy.
Scenario | Eligible for Return/Replacement? | Eligible for Refund?
Product received damaged, leaking, or tampered in transit | Yes — replacement offered first | Yes, if replacement unavailable
Wrong product or kit delivered | Yes — correct item shipped | Yes, if unavailable
Product is defective / does not function as described | Yes, subject to inspection | Yes, if defect confirmed
Opened / used bottle of Foam or Deep Cleaner (change of mind) | No | No
Unopened, unused kit in original sealed packaging (change of mind) | Yes, within return window | Yes, minus applicable deductions
Missing item(s) from the kit (e.g., brush or towel not included) | Yes — missing item shipped | Yes, if unavailable
Order not delivered within a reasonable time and confirmed lost in transit | N/A | Yes, full refund
2. Return Window
You may request a return, replacement, or refund within [7] days of the date of delivery, as recorded by our courier partner. Requests raised after this window will not ordinarily be accepted, except where required under applicable consumer protection law (for example, in respect of a latent defect that could not reasonably have been discovered within the return window).
3. Conditions for Return
To be eligible for a return (other than in cases of damaged, defective, or incorrect items — see Section 4), the Product must meet all of the following conditions:
• The Product must be unused, unopened, and in its original sealed packaging, with safety seals, shrink wrap, and tamper-evident features intact;
• The Product must be returned with all original accessories, including the brush, towel, and any packaging inserts, tags, or labels;
• The original invoice or order confirmation must be available for verification;
• The Product must not show any signs of use, spillage, dilution, or exposure that would affect resale.
For hygiene, health, and safety reasons, we are unable to accept the return of any bottle of Cleaning Foam or Deep Cleaner that has been opened, used, or has a broken seal, except where the Product is defective, damaged, or was incorrectly supplied.
Important: Returns or refunds will not be accepted if the original product box seal has been opened, broken, or tampered with, except in cases involving damaged, defective, or incorrectly delivered products, or where required by applicable law.
4. Damaged, Defective, or Incorrect Products
If you receive a Product that is damaged, leaking, tampered with, defective, expired, or different from what you ordered, please follow this process:
• Record an unboxing video and take clear photographs of the outer packaging, shipping label, and the affected Product immediately upon delivery;
• Contact us at info@kixcures.com within [48] hours of delivery, quoting your order number and attaching the photos/video as evidence;
• Our team will review the claim and, where approved, offer a replacement of the same Product at no additional cost;
• If a replacement is not available, or you prefer not to receive one, we will process a full refund of the amount paid for that item, including any shipping charges paid specifically for that item.
Claims raised after the [48]-hour window, or without adequate photographic/video evidence, may not be eligible for replacement or refund, as we may be unable to verify the condition of the Product at the time of delivery or file a claim with our courier partner.
5. How to Initiate a Return
To initiate a return, replacement, or refund request, please write to us at info@kixcures.com with the following details:
• Order number and date of purchase;
• Name and contact number used at checkout;
• Reason for return, along with photographs/video where applicable;
• Whether you are requesting a replacement or a refund.
Our customer support team will review your request and respond within [2–3] business days with the outcome and next steps, including pickup arrangements where applicable.
6. Return Shipping
Where a return is approved due to our error (damaged, defective, or incorrect Product), we will arrange a reverse pickup at no cost to you, or reimburse reasonable return shipping costs if you are required to self-ship the item.
Where a return is approved for reasons not attributable to us (e.g., an eligible change-of-mind return under Section 3), return shipping costs will be borne by the customer, unless reverse pickup is offered as a courtesy at Kixcure’s discretion.
7. Refunds
Refund Method
Approved refunds will be processed to the original method of payment used at checkout. For Cash on Delivery orders, refunds will be processed via bank transfer or UPI to an account/UPI ID provided by you, or as store credit, at your choice, where offered.
Refund Timeline
Once a return is received and inspected (or a claim is approved without requiring a physical return, at our discretion), we will notify you of the approval or rejection of your refund. Approved refunds are typically initiated within [5–7] business days of approval. Please note that it may take an additional [5–10] business days for the refund to reflect in your account, depending on your bank or payment provider.
Deductions
Refunds for eligible change-of-mind returns may be net of original shipping charges and any applicable payment gateway or COD handling fees actually incurred by Kixcure, unless the return is due to an error on our part, in which case a full refund (including such charges) will be issued.
8. Cancellations
You may cancel an order at no cost any time before it has been dispatched, by writing to info@kixcures.com with your order number. Once an order has been dispatched, it cannot be cancelled; you may instead initiate a return once the Product is delivered, subject to this Policy. Refunds for cancellations made before dispatch will be processed in full within [5–7] business days.
9. Non-Returnable and Non-Refundable Items
In addition to opened/used liquid Products described in Section 3, the following are generally not eligible for return or refund:
• Products purchased under a final-sale, clearance, or non-returnable promotion clearly marked as such at the time of purchase;
• Products damaged due to misuse, improper storage, or use contrary to the instructions provided;
• Gift cards or promotional vouchers, where applicable;
• Products for which the return window under Section 2 has lapsed.
10. Exchanges
We do not offer direct product-for-product exchanges at this time, other than replacement of damaged, defective, or incorrect items as described in Section 4. If you wish to purchase a different Product, please return the eligible item in accordance with this Policy and place a new order.
11. Warranty Note
Our Products are formulated for external cleaning use on footwear only. Kixcure does not warrant results on all shoe materials, colours, or finishes, and recommends a patch test on an inconspicuous area before first use, as noted on the product packaging/label. Damage arising from failure to patch-test, or from use on unsuitable materials, is not covered under this Policy.
12. Your Statutory Rights
Nothing in this Policy limits or excludes any right you may have under the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020, or any other applicable law in India, including your right to seek redressal for defective or deficient goods and services through the appropriate consumer forum or e-commerce grievance mechanisms.
13. Contact Us
For any queries relating to returns, replacements, cancellations, or refunds, please reach out to us:
• Email: info@kixcures.com
• Phone: +91 98186 49993
• Registered Address: 3rd Floor, Plot No. 13, Ram Space-1, Parmesh Corporate Tower, Community Centre, Karkardooma, Delhi – 110092, India
14. Changes to This Policy
Kixcure reserves the right to modify this Return & Refund Policy at any time. Updates will be posted on this page with a revised “Last Updated” date and, where material, communicated through the Website. Orders placed before a policy update will generally be governed by the Policy in effect at the time of purchase, unless the update is required by law.
