Kwality Above Everything
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FAQ's

To shop at Kwabey do I have to register? If yes, why?

To enhance your shopping experience, we recommend you to register yourself with us to know more about your orders, refunds, exciting offers and sales.

How do I register myself?

You can register yourself by clicking on the Registration link. Once registered, you can enjoy regular updates and services from Kwabey.

Do I need to give my email ID and mobile number for registration?

Yes, to establish an easy connection with us, its necessary to share your email Id and mobile number for your purchases.

Is my personal information secure at Kwabey?

We keep our customer’s privacy our topmost priority. Please be rest assured that your information is secured with us. Please do refer to Privacy policy for further information.

Do I need to pay for registration?

We do not charge you to be a part of Kwabeyklub. It is absolutely free and you only pay for your purchases.

For how long is my registration valid?

Once registered, you can come back to us anytime you want as you will be a part of our Kwabeyklub!

I forgot my password, what do I do?

Generate a new password by clicking on “Forgot Password” option at sign in/log in page. An email with link to generate a new password will be sent to your registered email Id.

If I need to update my account information, what steps do I follow?

Login in to Kwabey and click on “Profile” and update information under your profile.

Shipping Policy

What is the Delivery Time period?

Delivery date is dependent on the product and delivery pincode. Please note, there can be an unusual delay in the delivery due to any cause, however, you will be duly informed about the delay. You can also track your order on kwabey.com.

Do you offer free shipping?

There is no shipping charge on any product on orders above ₹350 when you buy from kwabey.com

Are there any COD charges?

Cash on delivery (COD) charges of ₹30/-are applied if you choose cash on delivery method for payment. However, you can avoid these charges by paying online.

How can we avoid COD charges?

You can simply avoid COD charges by paying us online.

Returns Policy

What is Kwabey’s Return and Exchange Policy? How does it work?

Kwabey's returns and exchange policy gives you an option to return or exchange items purchased on Kwabey for any reason within the specified return/exchange period which is 15 days from the date of delivery.

We only ask that you don't use the product and preserve its original condition, tags, and packaging. You are welcome to try on a product but please take adequate measures to preserve its condition. There are two ways to return the product to us:

  • Pick up: In most locations, we offer a free pick up service. You will see a pickup option when you submit a return request.
  • Self-Ship: If we don't offer a pick up at your location. In such cases, we will credit the shipping costs in your Kwabey Wallet provided the product meets the return policy and you have a shared scan copy of the courier receipt with us.

During Pick Up, our delivery agent will do a quality check on the return. For a successful pickup, we will initiate a doorstep refund for the return amount into the refund mode selected at the time of initiating the return request.

All items to be returned or exchanged must be unused and in their original condition with all original tags and packaging intact. We won’t be able to entertain any return without the original tags and packaging.

Kwabey will not be liable for the products returned by mistake. In circumstances where an extra or a different product is returned by mistake, Kwabey would not be accountable for misplacement or replacement of the product and is not responsible for its delivery back to the User.

When will I get my refund?

We will initiate a doorstep refund for the return amount into the refund mode selected at the time of initiating the return request which means your refund will be initiated within 24 hours of a successful pickup.

A successful pickup will be counted if a quality check is passed at the time of pickup. However, in some cases where QC will not be possible at the time of pickup, the refund will be initiated after the product will reach the warehouse and will pass the Quality Check.

In this ongoing pandemic, we have stopped the Doorstep Quality Check due to safety measures for now. So, the refund will be initiated once the product reaches our warehouse and a Quality check is done. You will be duly informed at every stage.

Will I get back the shipping costs if I self-ship the returns?

If you self-ship your returns, your shipping costs would be reimbursed subject to your return having met our Returns and Exchange Policy and the image of the courier receipt is shared by you and validated by us. For self-ship returns, the refund for returned products will only be initiated if they pass through a quality check conducted at the warehouse. If the quality check fails the product will be reshipped back to you.

If you self-ship your returns, kindly pack the items securely to prevent any loss or damage during transit. For all self-shipped returns, we recommend you use a reliable courier service.

What are No Questions Asked Returns?

Once you create a return via App / Desktop as per the returns policy, Kwabey will ensure a quick, easy and seamless returns experience for you. Our delivery agents may perform a simple quality check at your doorstep and upon acceptance of the return, your refund will be initiated within 24 hours.

Why has my return been put on hold despite No Questions Asked Returns Policy?

At the time of creating a return, customers are requested to confirm (via a checkbox click) that the product being returned is unused with original tags intact. At the time of pickup, if the above conditions are not found to be met, your return may be put on hold pending further clarification with our Contact Center.

Can I return the products if I do not find them as per my expectations?

At Kwabey, we ensure you the best of everything from quality to customer service. However, if you do not find the product as per your expectations you can return it within 15 days from the date of your delivery. We will be happy to help you.

How long would it take me to receive the refund of the returned product?

After the refund has been initiated by Kwabey as per the Returns Policy, the refund amount is expected to reflect in the customer account as per the following timelines:

  • NEFT - 1 to 3 business days post refund initiation
  • Kwabey Wallet – 24 Hours
  • Online Refund – 7 to 10 days post refund initiation, depending on your bank partner

Please note, Kwabey initiates the refund upon successful return pick up, or after the returned item has reached us and quality check is successful. Therefore, the refund initiation time may vary by the time taken by the courier partner to deliver the return to a Kwabey warehouse. In case of any refund discrepancies, Kwabey may at its sole discretion, request you to share with us a screenshot of your bank statement.

Does Kwabey pick up the product I want to return from my location?

Currently, we pick up products only from selected PIN Codes. If your area pin code is serviceable, you will be able to select the pickup option when you create a Return Request on website

  • We will pick up the return within 2 - 5 days from the request placement date.
  • Please keep the return shipment ready.

How can I Self-Ship the product to Kwabey?

If your area pin code is not serviceable for pickup, you will need to self-ship the returned item via any reliable courier partner. Please ensure to place a sheet of paper with the details of Order ID and Return an ID for each item included in the package. For all self-shipped returns, you will be duly reimbursed the shipping costs. Therefore, please ensure that a scanned copy of the courier bill/receipt is shared via Contact us option available on the website. The courier bill/receipt should satisfy the following conditions for successful processing:

  • It should capture the weight of the return package.
  • Residential/office address, destination address, shipment date, amount and other details should be mentioned.
  • The information on the receipt should NOT be edited/over-written.
  • The courier charge (amount mentioned on the receipt) should not overshoot the Sender-Destination-Service combination and shall be cross-checked with the courier company.

This is subject to your returns being inspected and successfully processed upon receipt at our end.

Where should I self-ship the Returns?

You can send the return to the following address :
Kwabey technologies, Second Floor, SCF-38, G- Block, BRS Nagar, Ludhiana - 141012

Kindly do not send it to any other address as the package would not be acceptable then.

Cancellation

What is Kwabey's Cancellation Policy?

As long as the cancel option is available on the website, you can cancel an order when it is in packed/shipped status. Any amount paid will be credited into the same payment mode using the same method through which the payment was made without ruling out the items purchased on sale.

Can I modify the shipping address of my order after it has been placed?

Yes, you can do so by tapping on ‘My Orders’ under the main menu section of the website and modifying your address under ‘Change address option’ before we have processed it.

How do I cancel my Order?

To do so, please go to ‘My orders’ section under the main menu of the website and then select the item or order you want to cancel.

I just cancelled my order. When will I receive my refund?

If you made payments via Credit Card, Debit Card, Net Banking, or Wallet you will receive refund into the source account within 7-10 days from the time of order cancellation. If you had selected Cash on Delivery, there is no amount to be refunded because you haven't paid for your order.

Track Order

How do I check the status of my order?

To check your order status, please login and tap on ‘My Orders’ under the profile section.

How can I check if Kwabey delivers to my PIN Code?

To find out if Kwabey delivers to your PIN Code please tap on ‘Check Delivery options’ to get the required information. If your PIN Code isn’t serviceable by us, check back later as we keep updating our serviceable PIN Code to reach you.

Can I book an order for delivery to more than one address?

As each order is shipping to a single address, we recommend you to do so by placing multiple orders.

Does Kwabey deliver products outside India?

No. Kwabey delivers products only within India, at this point. This might change as we keep updating to reach you!

What is the stipulated delivery time for an order?

After the order is dispatched from our warehouse delivery may take 4-5 working days, depending on your location.

Payments

How can I pay for my order at Kwabey?

We support the following payment options at Kwabey:

  • Cash on Delivery (available in selected pin codes)
  • Credit Card
  • Debit Card
  • Net banking
  • Gift Card
  • Wallet

Is it safe to shop online using my debit/credit card?

We understand your concerns and worries behind this. To make sure that our customers' shopping experience is private, safe and secure, all Credit Card, Debit Card and Net Banking transactions are processed using a secure encrypted connection to keep your transaction details confidential at all times so you can shop conveniently and securely.

What happens if my debit/credit card has been compromised while making a payment online?

If you suspect any such thing, please report this to your bank immediately as we do not collect or store your credit card information.

What should I do if my payment fails?

Please make sure that the information entered is accurate, including all account details, billing addresses and passwords and retry. If your payment fails again, you can use the Cash on Delivery (COD) payment option (if available on the payment page) to place your order. If your payment is debited from your account after a payment failure, it will be credited back within 7-10 days, after we receive a confirmation from the bank.

I am being charged GST amount on my order. What is GST?

GST is a single tax on the supply of goods and services that is levied on every value addition (through production and services) and is added to a product's sale price. GST has to borne/paid by the ultimate consumer of the product or service. GST subsumes all other taxes like Excise duty, VAT, Entry tax etc.

If I return/cancel the purchased product will the GST/VAT amount charged be refunded?

Yes. If you return the product the applicable GST/VAT amount will also be refunded into the source account selected at the time of return initiation.