This Return & Refund Policy applies to purchases made from Kartlo, operated by Hatchmatic Store.
Return Window
Customers may request a return within 14 days from the date of delivery, subject to product eligibility and condition as described in this policy.
Eligible Returns
Returns, replacements, or refunds may be accepted in the following cases:
- Wrong product received
- Damaged product received
- Defective product received
- Missing parts or accessories
- Product significantly different from the website description
- Product delivered later than the stated delivery schedule due to reasons within our control, where applicable
Customers may be asked to share order details, photos, videos, packaging images, or an unboxing video for verification before a return is approved.
Return Conditions
To be eligible for return, the product must be unused, undamaged, and returned in its original packaging with all tags, labels, manuals, accessories, and invoice included.
Kartlo may reject a return if the product is used, damaged, altered, missing parts, incorrectly installed, or not in its original condition.
Non-Returnable Items
Certain products cannot be returned once opened, used, installed, washed, or damaged, due to hygiene, safety, or usage reasons. This applies regardless of the general 14-day return window stated above.
Non-returnable once opened or used:
- Baby care items, diapers, and feeding products (bottles, breast pumps, sippers)
- Bedding, pillows, and towels
- Personal care and hygiene products
- Headphones, earphones, and other in-ear or wearable devices
- Massagers and other personal-use electric devices
- Pet hygiene and grooming items
- Toys (once unsealed, for hygiene and safety reasons)
- Craft and art supplies (once opened or used)
Non-returnable once installed or assembled:
- Kitchen sinks and taps
- Lighting fixtures and electrical installations
- Any product requiring professional or permanent installation
Additionally non-returnable:
- Electronic accessories (cables, chargers, adapters) once opened
- Any product explicitly marked "Final Sale" or "Non-Returnable" on its product page
Products damaged due to misuse, incorrect installation, accidental damage, missing parts, or normal wear and tear are not eligible for return.
This return eligibility is reflected consistently across our product listings and the return policy information declared on any shopping platform where our products are listed.
Return Process
To request a return, customers must contact Kartlo within the return window through the contact details provided on our website.
Once the request is reviewed and approved, return instructions will be shared. Products sent back without prior approval may not be accepted.
Return Shipping
For general returns, return shipping charges are the customer's responsibility.
If the return is due to a wrong, damaged, defective, or significantly misdescribed product confirmed by Kartlo, return shipping support, replacement, refund, or another suitable resolution may be provided after review.
Refunds
Refunds are processed only after the return request is approved and, where applicable, the returned product is received and inspected.
Approved refunds will be processed to the original payment method or another approved refund method within a reasonable time, usually 5–10 business days after approval. The actual credit time may depend on the customer's bank, payment provider, or payment method.
Original shipping charges, handling fees, cash collection charges, or service charges, if any, may be non-refundable unless the issue was caused by Kartlo.
Replacements and Exchanges
Replacements may be provided for eligible wrong, damaged, or defective products, subject to product availability.
Exchanges may be allowed only where applicable, depending on product category, condition, and availability.
Cancellations
Orders can be cancelled only before dispatch. Once an order is shipped, it cannot be cancelled and may instead be handled under this Return & Refund Policy if eligible.
Kartlo will not charge cancellation fees unless such charges are clearly applicable and permitted under applicable law.
Contact & Business Information
For return, refund, replacement, exchange, or cancellation support, customers can contact Kartlo through the details below.
Legal Name: Hatchmatic Store
Brand Name: Kartlo
GSTIN: 36BMPPB9609E2ZW
Registered Address: F-No. 25, Sy No. 199/AA, Balaji Nagar, Miyapur, Hyderabad, Rangareddy, Telangana - 500049
Contact No.: +91 9492937507
Email: support@kartlo.com
