Exchange and Replacement Policy
1. Eligibility for Exchange
- Products must be with unused, in original condition, with tag intact and packed along with the original invoice.
- Products are eligible for exchange or replacement within 7 days from the date you receive your order.
2. Products Not Eligible for Exchange
- Customized or Personalized Uniforms.
- Washed, used, or products without tags will not be accepted.
- Products damaged due to incorrect washing methods.
3. Exchange Policy
- Exchanges are allowed within 7 days from the date you receive the order and we offer only one-time exchange.
- Products can be exchanged for a different size, colour, or article subject to availability.
- If you made your purchase online, please email us at support@kotu.co.in kindly follow the email 'Subject' Format: School Name_Campus_Child Name_Grade with a detailed explanation of your issue and where applicable, attach images or short videos of the products along with your contact number for smoother resolution.
4. Replacement Policy
- Replacements are accepted within 7 days from the date you receive the order, if there is any manufacturing defect/damage (e.g., faulty stitching, or stains), or quality issues (e.g., colour bleeding, fading, shrinkage after a wash, fabric pilling).
- If you face problems like colour bleeding, pilling, or bubbling,and anything regarding the replacement please email us at support@kotu.co.in kindly follow the email 'Subject' Format: School Name_Campus_Child Name_Grade with a detailed explanation of your issue and attch images and videos along with your contact number.
- In case of unavailability of the same product, we will offer a credit note to you.
5. Purchase Guidelines
5.1 Online Orders:
- If you made your purchase online, you can visit/call our nearest outlet or email us at support@kotu.co.in with a detailed explanation of the issue for a clearer understanding and a prompt resolution of your exchange request.
- Please ensure you carry the original invoice and the garment in its original condition (unused and with all tags intact).
5.2 Outlet Orders:
- For purchases made at an outlet, please visit the same outlet where the purchase was made, along with the original invoice and the garment in its original condition.
6. Used Products
- Products that are worn, washed, torn, or show visible signs of use are not eligible for exchange or replacement.
- Please ensure that the product must be returned in unused condition with all tags, packaging and invoice.
7. Transit Damage / Suspected Damage at Delivery
- We ensure proper packaging to avoid damage to the outer box. If the product arrives damaged, contact support@kotu.co.in (Monday to Friday: 8:30 AM to 5:30 PM) within 2 days of delivery.
- Please share an unboxing video and images of the damaged product, this will help us evaluate and process your replacement smoothly.
8. Defective Articles identified Post-Purchase
- Each product is inspected and carefully packaged before shipping. If you receive a defective or damaged product, we will replace or accept its return.
- Email us at support@kotu.co.in with your order details and Order ID and with relevant media(images/videos). Our team will confirm your return request and guide you through the return process.
9. Incorrect Product Handling
- If you mistakenly hand over an incorrect product to our courier service, KOTU will not be responsible for any resulting loss/damage/theft during transit or otherwise.
- To be eligible for return, your product must be unused and in the same condition that you received it. It must also be in the original packaging and unopened.
- We urge all our customers to verify the article and packaging before initiating any return or exchange.🙂