CANCELLATION AND RETURN POLICY
Cancellation Policy
Cancellation before shipment (Only valid on orders placed & delivered in India):
If the order or the item(s) that you want to cancel have not been shipped yet, you can write to our customer support team at support@crotor.com (Monday to Saturday, 8 AM to 10 PM and Sunday, 10 AM to 7 PM).
In such cases, the order will be canceled, and the money will be refunded to you within 24-48 business hours after the cancellation request is duly processed by us.
How will I get refunded for the canceled orders and how long will this process take?
In case of cancellation before shipment, we process the refund within 24-48 business hours after receiving the cancellation request.
In case of cancellation once the shipment has already been dispatched or if it is being returned, we process the refund once the products have been received and verified at our warehouse.
- For payments done through credit/debit cards or net banking, the refund will be processed to the same account from which the payment was made within 24-48 business hours of us receiving the products back. It may take 2-3 additional business days for the amount to reflect in your account.
- For cash on delivery transactions, we will initiate a bank transfer against the refund amount against the billing details shared by you. This process will be completed within 24-48 business hours of us receiving the products back and your bank details via email. It will take an additional 2-3 business days for the amount to reflect in your account.
- In addition, we also provide the hassle-free option of a refund through Crotor coupons, which can be used during future purchases.
What if I used discount vouchers during the time of payment and I have to cancel my order?
Discount vouchers are intended for one-time use only and shall be treated as used even if you cancel the order.
Returns, Replacements, and Refunds
How do I return an item purchased on Crotor?
Indian Orders:Â
Crotor offers its customers an ’Easy return policy, wherein you can raise a return/exchange request of a product within 7 days of its delivery. We also accept partial returns wherein you can raise a return request for one or all products in your order.
- Step 1: Follow one of the following steps:
- Via the My Orders section
Click on ‘Orders’. Go to Order and select ‘Return an item’. Proceed with a reason for return.
- Via Help Centre
Provide us with your order ID details and your request to return/replace/refund your order. Kindly share an image of the product and the invoice for our reference
- Via Email
Share an email to our Customer support team at support@crotor.com within 7 business days of receiving the order.
- Step 2: Once your request is received, we will be responsible to pick the item from you. We will initiate the refund or replacement process only if the products are received by us in their original packaging with their seals, labels, and bar codes intact.
Note: If it is a case of replacement, it is subject to the availability of stock. In cases when a replacement may not be available, we will refund you the full amount.
International Orders:Â
Products can only be eligible for returns if the products received by the customer are deemed to have been received in a damaged / defective state or an incorrect product has been delivered. Such products can only be returned in their original packaging, in an unused and sealed condition. [Opened or used products will not be accepted as returns.]
If a return is accepted, Crotor will replace or refund the invoiced rupee value for, the damaged / defective/wrong product. In either case, the amount of the additional custom paid by the customer to receive the product will be reimbursed to the customer in the form of a refund coupon, that can be applied to the customer’s next order with Crotor, subject to the customer providing a copy of the customs receipt.
Note: If it is a case of replacement, it is subject to the availability of stock. In cases when a replacement may not be available, we will refund you the full amount. Kindly refer to the next question for exclusions to refunds.
Which are the items that cannot be returned/exchanged?
Returns will not be accepted under the following conditions:
- Product is damaged due to misuse/overuse
- Returned without original packaging including, price tags, labels, original packing, freebies, and other accessories or if original packaging is damaged
- Serial Number is tampered with.
- Defective products that are not covered under Seller/Manufacturer’s warranty
- Product is used or altered
- If a request is initiated after 7 business days of order delivery
- Free product provided by the brand
Please note: For certain marketing campaigns or mega sale periods, special return/exchange/refund rules may apply. Information regarding this is visible on the promotion banner. For any clarification, please feel free to contact our customer care.
Do I have to return the free gift when I return a product?
Yes. The free gift is included as a part of the item order and needs to be returned along with the originally delivered product.
Can I return part of my order?
Yes. A return can be created at the item level and if you have ordered multiple items, you can initiate a return/replacement/refund for any individual item. However, any product being returned needs to be returned in full including all components as well as any complimentary gifts or products which came along with it.
How will I get refunded for the returned orders and how long will this process take?
In case of a return/replacement/refund, we process the refund once the products have been received and verified at our warehouse.
- For payments done through credit/debit cards or net banking, the refund will be processed to the same account from which the payment was made within 24-48 business hours of us receiving the products back. It may take 2-3 additional business days for the amount to reflect in your account.
- For cash on delivery transactions, we will initiate a bank transfer against the refund amount against the billing details shared by you. This process will be completed within 24-48 business hours of us receiving the products back and your bank details via email. It will take an additional 2-3 business days for the amount to reflect in your account.
- In addition, we also provide the hassle-free option of a refund through Crotor coupons, which can be used during future purchases.
