KOOVERS

RETURN, CANCELLATION & REFUND POLICY

This Return, Cancellation & Refund Policy ('Policy') governs purchases made through the Koovers platform. It is intended to provide a fair, transparent and consistent framework for customers while safeguarding the operational and commercial interests of Koovers. This document should be read together with the Terms of Use and any applicable product warranty conditions.

1. Introduction

• "koovers" is a mobile app, owned and operated by Krsv Innovative Auto Solutions Pvt Ltd, ("Company/ We/ Us/ Our"), a Company incorporated under the Companies Act, 2013, having its registered office at Armatic Building, 3rd Floor, Park Inc, No 8, 27th Cross Rd, Banashankari Stage II, Bengaluru, Karnataka 560070 operating under the trademarked name "koovers" is an online marketplace for automotive spare parts.
• We believe in easy returns, cancellations and/ or refunds to any natural or legal person ("Customer/ Consumer/ User/ You/ Your") interested in buying products and or services listed in our mobile application "Koovers" (singly known as "platform" and collectively as "platforms"). To facilitate such flexibility, this Return, Cancellation and Refund Policy ("Policy") governs your use of any of our platform(s).
• This policy governs the use and access of our mobile application "koovers".

2. Purpose

• To establish a uniform process for returns, cancellations and refunds.
• To define the rights and responsibilities of customers and Koovers.
• To minimise disputes through clear eligibility criteria and documentation requirements.

3. Scope

• Applies to all products sold through Koovers' website, mobile application and authorised sales channels.
• Certain products may be subject to separate manufacturer warranty conditions.

4. Definitions

• Business Day: Any day other than Sundays and notified public holidays.
• Return Window: Seven (7) calendar days from the date of delivery unless otherwise specified.
• Original Packaging: Manufacturer packaging with labels, manuals, accessories and seals intact.
• Manufacturing Defect: A defect caused during manufacture and not due to installation, misuse, accident or normal wear.
• Compatible Part: A part correctly matching the customer's vehicle based on verified catalogue information.

5. Return Eligibility

• Products may be returned within the Return Window if they are unused, uninstalled and in original condition.
• Products received damaged, defective, incomplete or different from the ordered item are eligible for return.
• Products ordered incorrectly by the customer may be accepted only when unopened, unused and not listed as non-returnable.
• If Koovers recommends an incorrect part due to catalogue or compatibility error, the return will be accepted.
• The company may not be able to cancel orders that are already shipped or in transit.
• Users may opt for cancellation in case of backorder or delay in the estimated delivery time of the order and the company may process the refund, The refund shall only be issued customer account as credit or to the original source payment method within 5 to 7 working days

6. Non-Returnable Products

• Products specifically marked as non-returnable are not eligible for return except where required by law or where the item is damaged, defective or incorrectly supplied.
• Examples include consumables, lubricants, fluids, certain electrical and electronic items, custom ordered products and products whose seals have been broken after delivery.

7. Customer Responsibilities

• Verify product details and compatibility before placing the order.
• Inspect the shipment immediately upon delivery.
• Report transit damage, shortages or incorrect supply within one (1) calendar day.
• Retain the invoice, packaging and accessories until the return process is completed.
• Ensure returned products are securely packed to prevent transit damage.

8. Return Request Process

• Return requests shall be raised through the mapped Customer Relationship Manager (CRM) or other official Koovers support channels.
• Koovers may request photographs, an unboxing video, invoice copy and other supporting evidence.
• Koovers reserves the right to reject incomplete or fraudulent claims.

9. Inspection & Approval

• All returned products are inspected at the Koovers warehouse.
• Inspection includes verification of product identity, packaging, quantity, condition, installation marks, physical damage and completeness.
• Manufacturing defect claims may require supplier or authorised service centre evaluation before final approval.

10. Reverse Logistics

• Koovers may arrange reverse pickup through its logistics partners.
• If pickup is unavailable, customers may be requested to self-ship using a reliable trackable service.
• Risk of damage due to inadequate packing during self-shipment shall remain with the sender.

11. Refund Policy

• Approved refunds shall be processed either to the original payment method or as customer account credit, depending on the commercial arrangement.
• Refunds shall not be made to third-party accounts or in cash unless required under applicable law.
• Forward shipping charges are refundable only where the error is attributable to Koovers, including incorrect dispatch, verified catalogue error or transit damage.

12. Cancellation Policy

• The company may not be able to cancel orders that are already shipped or in transit.
• Users may opt for cancellation in case of backorder or delay in the estimated delivery time of the order and the company may process the refund, The refund shall only be issued customer account as credit or to the original source payment method within 5 to 7 working days
• Orders already dispatched shall be governed by this Policy.
• Koovers may cancel orders due to stock unavailability, pricing errors, suspected fraud or legal restrictions, in which case applicable refunds will be processed.

13. Partial Returns & Replacements

• Where an order contains multiple items, eligible products may be returned individually.
• Koovers may provide a replacement instead of a refund where commercially appropriate and agreed with the customer.

14. Fraud Prevention

• Koovers reserves the right to reject claims involving altered products, serial number tampering, repeated abuse of the return process, false claims or fraudulent documentation.
• Suspected fraud may lead to account restrictions and other appropriate action.

15. Limitation of Liability

• Koovers shall not be liable for losses arising from improper installation, incorrect vehicle diagnosis, customer negligence, modification of products or use contrary to manufacturer instructions.
• Liability shall be limited to the purchase value of the affected product to the extent permitted by law.

16. Force Majeure

• Processing timelines may be extended due to natural disasters, strikes, transport disruptions, governmental actions, system failures or other events beyond the reasonable control of Koovers.

17. Governing Law & Dispute Resolution

• This Policy shall be governed by the laws of India.
• Courts having jurisdiction over Koovers' registered office shall have exclusive jurisdiction unless otherwise required by applicable law.

18. Amendments

• Koovers may amend this Policy from time to time. The latest published version shall supersede all previous versions.

19. Customer Support

• Customers may contact their mapped CRM or Koovers Customer Support through official channels for assistance regarding returns, cancellations and refunds.

General Provisions

Nothing in this Policy limits any statutory rights available to customers under applicable law. If any provision of this Policy is held to be invalid, the remaining provisions shall continue in full force and effect.