Replacement/ Refund / Cancellation Policy

Replacement Policy by Platonicluxe

We strive to ensure customer satisfaction, and as part of our commitment, we offer replacements for products under certain conditions. Please take note of the following replacement policy:

  1. Replacement Only: We only provide replacements and do not offer refunds. If you encounter any issues with our product, you are eligible for a free replacement.

  2. Procedure for Replacement: Feel free to request a replacement if you are dissatisfied with the product. To initiate the replacement process, follow these steps:

    • Ship the product using a private courier.
    • Send the Tracking ID to us via email or WhatsApp.
    • Ensure the order ID is clearly mentioned on the returned shipment.
    • We will dispatch the replacement order upon receiving your shipment.

  3. Refund Exception: Refunds are only applicable in cases where the product is unavailable.

  4. Damaged or Different Product Claims: To claim a replacement for damaged or incorrect products, follow these guidelines:

    • Record a video while opening the parcel received from the courier, displaying the package from all angles.
    • Email or WhatsApp the video to us for replacement purposes.
    • Failure to provide a video will result in a 50% charge of the product value for replacement.

  5. Contact Information:

    • For Order Details: Call 8080266866
    • WhatsApp for Replacement or Damaged Product: 8080266866 (Timing: 11 am to 7 pm, Monday to Saturday)
    • Email for Replacement and Queries: kokanplanet@gmail.com
    • Ensure you have your order ID ready for a prompt response.

  6. Return Conditions: Returns are accepted within 7 days, except for the following:

    • Perishable products
    • Gift certificates
    • Used or opened items
    • Items not returned in their original condition
    • Items received in a damaged condition
    • Items sourced or delivered outside India
    • Jewelry and Electronics (with exceptions for incorrect products or manufacturing defects)

  7. Damaged or Defective Items: If items are damaged during transit, have manufacturing defects, or are incorrect, we will replace them at no extra cost. Ensure you request a replacement within the specified time frame.

  8. Return Policy Overview:

    • Replacement requests must be made within 7 days of purchase, excluding items listed in the non-returnable categories.
    • No extra shipping charges for replacement items mentioned in the policy.
    • Logistics partners will attempt delivery three times, and failure to receive the order may result in charges.
    • Perishable or custom-made non-perishable items are not eligible for returns or replacements.
  9. Refund Assurance: We understand the importance of fulfilling your orders, and in the rare instance where we are unable to do so, we offer a refund. You will be eligible for a refund if we are unable to fulfill your order for any reason. Please note that this refund policy is applicable only when we cannot fulfill your order, and it does not extend to other circumstances. We are committed to providing a seamless shopping experience, and your satisfaction is our priority.

Feel free to reach out to us with any questions or concerns. We are here to assist you and address all your queries promptly.