Kohler India Return/Refund Policy

1. What is the 7-day return policy?

All items sold on https://www.kohler.co.in/ shall have a 7-day return policy, You can place a return request from the “Place Return” section on the website for the item(s) you wish to return.


2. What are the conditions for the return policy?

7-Day Return Policy :

a.   Returns should be booked mandatorily within 7 days from the date of delivery of goods at the customer’s location.

b.   After the return is booked, a verification shall take place by the concerned Customer Service Representative from Kohler. The return shall be accepted and the Refund shall be granted only in the following cases:

• Damaged Product

• Defective Product

• Missing parts/accessories

• Wrong Product Received

c.   The item must be returned unused, undamaged with the original packaging intact along with the Warranty Card/Instruction Manual and Accessories.

d.   Refunds will be processed after the receipt of the product at the warehouse.


3. No Replacement is available

There will be no replacement of any Goods and the customer shall only be entitled to get a refund of the actual amount paid against the goods, to the same mode of payment during checkout, subject to the terms and conditions mentioned below. You shall refer to the Kohler India Standard Terms and Conditions for further details.


4. The following shall not be eligible for return

• Damage to the product due to manhandling by the customer.

• Any product that is returned without all original packaging and accessories.

• Any product that is returned in a condition that is different than which it was received.

• The product is damaged during installation by the customer himself or a third party not authorised by Kohler.

5. How long does the refund process take?

The refund process can take up to 10 working days once the parcel is returned to us. For all refunds, we will refund the amount paid for the product to the same mode of payment as used during checkout. Each Return request placed shall be validated by Kohler and the refund shall be processed only if the return request is validated as a genuine request and the decision of Kohler India shall be final and binding on the Customer. For some public sector banks, it could take up to 8–10 working days for the amount to reflect in your source account.  Interest charged by the bank providing the EMI Scheme till the time the request for return or cancellation is raised will not be refunded. 

• Kohler India is not responsible for any errors or delays in refunds due to banks or third-party service provider errors or delays.  Refund against the item purchased on EMI shall follow the Bank terms and conditions. In the case of customer cancellations or returns of items purchased on EMI, Kohler India will facilitate the refunds as per the refund policy. The customer is advised to check with the respective bank/issuer offering the EMI how the cancellations or refund will affect the EMI terms and of any pre-closure or interest charges/file charges levied on the customer.

• Further, If an order using the No Cost EMI facility is cancelled, any refund to the customers or cancellation of loan facilities using the Card will be undertaken by the respective card company or the No Cost EMI facility provider. The customers hereby agree and acknowledge that Kohler India has no role in this regard and that Kohler India will not be liable or responsible for any claim on this account.

• For orders being returned after delivery to the customer, we will not be able to refund the Processing Fee which includes Platform Fees, Shipping Fees and Packaging Fees.

• Once the order is shipped, in the event of any returns before accepting delivery or undelivered orders, a refund will be processed for the product amount only, excluding the Processing Fee, if any.

6. Broken Items

If an item is received broken, please follow the return policy and place the return request mandatorily within 7 days from the date of the receipt of your order, mentioning all the required details and pictures clearly showing the damage/defect. The Customer is advised to prepare an uninterrupted video while unpackaging the item received for uninterrupted claim processing and the video should include the product label affixed on the packaging with barcode.

Any claim without a picture will not be valid. The return/refund shall be processed as per this Return/Refund Policy.


7. Refund of Installation Service Charges

The Installation Service Charges shall be refundable only in the following circumstances:

a.   if the return request is placed within 7 days from the date of delivery, the product is not installed and is unused and the return request has been approved by Kohler, OR

b.   if the Installation request has been placed by the customer through Kohler’s Toll-Free Number within 30 days from the date of delivery and the installation service is not provided due to unforeseen/exceptional circumstances. Toll-free numbers are working from Monday to Saturday (8 am to 8 pm). Sundays and holidays are not included.


8. Frivolous complaints: 

In the event of frivolous or baseless complaints or requests regarding the quality or content of the products, Kohler India reserves the right to take necessary legal actions against the Customer and the Customer will be solely liable for all costs incurred by Kohler India in this regard. 
 

9. How to create a return request:

To place a return request, the Customer can go to My Account>My orders section to place returns of items which are delivered.
 

IMPORTANT NOTE: The product once installed is Not entitled to Returns under the ‘7 Days Return’ policy. Any Customer request, in this case, shall be strictly entertained under the standard warranty/claims policy.
 

For any queries, please reach out to us at the below contact.

Call Us 1800-103-2244

10:00am - 6:00pm (except Sundays and Holidays)
Email Us: cust_service@kohler.com