1. Introduction
At THE KITORA, we are committed to providing you with a smooth and transparent shipping and exchange experience. This policy outlines our shipping practices, inspection standards, and exchange procedures for damaged or incomplete kits.
2. Shipping Methods & Coverage
We work with trusted courier networks to deliver your orders promptly across India.
- Prepaid Courier Services: Shipmaxx, Ekart Logistics, Amazon Shipping, Shiprocket, and Delhivery. A tracking number is provided with every order.
- Indian Post: Available for selected or remote locations.
- Coverage: We ship to all states across India (Pan-India coverage).
- Payment Term: All shipments are prepaid only. We do not offer Cash on Delivery (COD).
3. Timeframes & Charges
Delivery timelines vary depending on your location, courier partner, and shipping address:
- Metro Cities: 3–5 business days
- Tier 1 Cities: 5–7 business days
- Tier 2 and Tier 3 Cities: 7–9 business days
Processing & Tracking
Processing typically takes 1–2 business days before the package is handed to the courier. Delivery dates are estimates and may vary due to unforeseen circumstances. You will receive a tracking number via email and WhatsApp upon shipment to monitor your delivery in real-time.
Shipping costs are calculated based on your destination and the courier partner selected at checkout. Charges range from ₹39 to ₹99 and are explicitly displayed before you complete your payment.
4. Pre-Shipment Inspection
Every THE KITORA kit is carefully inspected before packing and shipment. We verify that:
- All items listed in the kit contents are present.
- Products show no manufacturing defects.
- Packaging is secure and designed to protect contents during transit.
5. No Refund Policy – Exchange Only
THE KITORA offers an exchange-only policy. We do not issue refunds. If your kit arrives damaged or with missing components, we will replace it at no additional cost to you.
Report Window
You must report any damage or missing items within 3 days of receiving your kit. Reports received after this window may not be eligible for exchange. We use the exact time of delivery (as recorded by the courier partner) as the starting point for this 3-day window.
6. What Qualifies for Exchange
Exchanges are approved for the following scenarios:
- Shipping Damage: Items damaged during courier transit (crushed yarn, broken crochet hook, bent safety eyes, water-damaged packaging, torn instruction manual, etc.).
- Manufacturing Defects: Factory defects discovered at unboxing (faulty safety eyes, improperly sized hooks, poor yarn quality, etc.).
- Missing Items: One or more items listed in the kit contents are absent upon unboxing.
7. What Does NOT Qualify for Exchange
The following situations are not eligible for exchange:
- Damage caused by customer mishandling after unboxing (e.g., dropped crochet hook, yarn tangled by user, etc.).
- Dissatisfaction with product quality, colors, or design (all kits are as pictured on our website).
- Exchanges requested after 3 days of delivery (unless exceptional circumstances are documented).
- Damage to finished crochet products (i.e., items you have made after receiving the kit).
- Exchange requests for kits already used in whole or in part to complete a project.
8. Proof of Damage / Missing Items
To process your exchange request, you must provide:
- Clear, dated photographs of the damaged item(s) or the kit interior showing missing components.
- A short unboxing video showing the condition of the kit upon delivery (strongly recommended for all exchange requests).
- Your order number and delivery tracking number.
- A brief written description of the issue (what is damaged/missing and why you believe it was a courier or manufacturing issue).
Without photographic or video evidence, we may not be able to verify the claim and approve the exchange.
9. Exchange Process
Follow these steps to submit a request:
- Submit Request: Contact us via WhatsApp or email (within 3 days of delivery) with your order number, proof of damage/missing items, and a description.
- Review: Our team will review your claim within 24–48 business hours.
- Replacement: Once approved, we will ship a replacement kit to you at no cost (THE KITORA covers all shipping charges for the replacement).
- Return Requirement: No return of the damaged kit is required for approval (unless we specifically request it for investigation).
Exchange Eligibility Window
Exchanges are limited to the initial kit received, assessed at the moment of unboxing. No warranty is offered on finished crochet projects made after the kit is opened and used.
Changes to This Policy: THE KITORA reserves the right to modify this Shipping and Refund Policy at any time. Changes will be effective immediately upon posting to our website. We will notify customers of significant changes via email when possible.
10. Governing Law
This policy is governed by the laws of India. All disputes arising out of or related to this policy shall be subject to the exclusive jurisdiction of the courts in Dindigul, Tamil Nadu.
11. Contact Us
For shipping inquiries, damage reports, or exchange requests, please contact us: