Refund policy

RETURN & EXCHANGE POLICY

Effective from 24/09/2026

This Return & Exchange Policy ("Policy") applies to all purchases made from Kloch ("Kloch", the "Company", "we", "us", or "our") through our official website https://klochlife.com/ and any other authorised sales channel operated by or on behalf of the Company.

This Policy is framed in line with the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020, and has been tailored to the operational structure of Kloch as a lifestyle footwear brand. We are committed to fairness and transparency, please read this Policy carefully before placing an order. By completing a purchase, you confirm that you have read, understood, and agreed to these terms.

1. EXCHANGES/ RETURNS

You may request an exchange/return within 7 (seven) calendar days from the date of delivery. Requests raised after this window will not be entertained.

  • Each order is eligible for one exchange only.

  • Exchanges are free, we arrange reverse pickup and dispatch the replacement at no additional fee (subject to pincode serviceability).

A product is eligible for exchange only if all of the conditions in Section 4 (Eligibility) are met.

2. RETURNS & REFUNDS

Returns for a refund are accepted only where the product is defective, damaged in transit, or not what you ordered.

To proceed:

  • Notify us within 7 days of delivery at support@klochlife.com with your order ID and clear photographs/video of the item, the defect, the packaging, and the invoice.

  • On verification by our quality team, you may choose either a full refund to your original payment method or a free replacement (subject to availability).

  • In either case there is no fee of any kind, and we arrange and bear all return and re-shipping costs.

  • Refunds are processed to the original payment method within 5-7 business days of the returned item passing inspection.

  • A "manufacturing defect" means a fault in material or workmanship that makes the product unfit for normal use. It does not include normal wear and tear, damage caused by misuse or improper storage, or ordinary variation in handcrafted/natural materials.

  • The determination of whether a defect qualifies rests with Kloch's quality team, whose decision is final.

3. ELIGIBILITY CONDITIONS

Any item sent back to us (whether for exchange or an our-fault return) is accepted only if all of the following are met:

Criterion

Requirement

Condition

The footwear must be unworn, unused, and undamaged, with clean soles and no signs of wear, scuffing, creasing, odour, or dirt. Try shoes on a clean indoor surface only.

Packaging

The original shoebox must be returned undamaged and must not be used as the outer shipping box or have shipping labels/tape stuck directly on it. All tags, dust bags, inserts, and accessories must be intact.

Timeline

The request is raised within the applicable window (7 days).

Proof

A valid order ID and, where requested, unboxing photographs/video must be provided.

Invoice

The original invoice or order confirmation must accompany the returned item.

Any product that does not meet these conditions will be rejected and shipped back to you at your cost, with no refund or exchange issued.

4. HOW TO RAISE A REQUEST

  1. Raise a request within the applicable window via [EXCHANGE/RETURN PORTAL LINK] or by emailing support@klochlife.com with the subject line "Return/Exchange Request – [Order ID]". State whether you want an exchange or are reporting an issue, and include your order ID, the item/size involved, and photos/videos of the product with tags and box intact.

  2. Approval. We review requests within 2 business days and confirm based on eligibility and (for exchanges) stock availability.

  3. Pickup. Once approved, we arrange reverse pickup through our logistics partner (subject to pincode serviceability).

  4. Inspection. On receipt, our team inspects the item against Section 4. This takes up to 2 business days.

  5. Resolution. We dispatch your exchange, or for a verified our-fault return - process your refund or replacement as chosen.

5. NON-RETURNABLE / NON-EXCHANGEABLE ITEMS

The following are final sale and cannot be returned or exchanged (except in the case of a verified manufacturing defect):

  • Items purchased on sale, discount, clearance, or under any promotional offer.

  • Items marked "Final Sale" or "Non-Returnable" on the product page.

  • Socks, insoles, shoe-care products, laces, and other hygiene/accessory items.

  • Customised, made-to-order, or personalised products.

  • Gift cards.

  • Products showing signs of wear, damage, or missing original packaging/tags.

If your exchange or return request is approved, you will not be required to return the complimentary socks provided with your order.

We also reserve the right to refuse or limit returns and exchanges where we reasonably detect abuse or misuse of this Policy (e.g. repeated worn-item returns, serial exchanges, or fraudulent claims), including restricting future orders or disabling Cash on Delivery.

6. SHIPPING COVERAGE

Kloch currently ships and services returns/exchanges within India only. We do not accept orders for delivery outside India.

7. GRIEVANCE REDRESSAL

In accordance with the Consumer Protection (E-Commerce) Rules, 2020, any concern regarding a return or exchange may be escalated to our Grievance Officer:
 Email: support@klochlife.com
 Office Hours: Monday to Friday, [11:00 AM – 6:00 PM IST], excluding public holidays.

We will acknowledge complaints within 48 hours and endeavour to resolve them within 15 days of receipt.

8. GENERAL

  • This Policy is governed by the laws of India, and the courts at New Delhi shall have exclusive jurisdiction.

  • Kloch reserves the right to amend this Policy at any time. Changes take effect on posting to https://klochlife.com/. Continued use of our platform constitutes acceptance of the revised terms.

Questions? Reach us at support@klochlife.com or WhatsApp: +91 9650985566

Last updated: 13/09/2026