Return & Refund Policy
Effective Date: 04 September 2026
At Kitab Excess, we take care to ensure that every book is properly packed and dispatched to the customer. Since books are products that can be damaged, marked, or altered after delivery, we follow a specific return and refund policy to protect both our customers and our business.
By placing an order on Kitabexcess.com, the customer acknowledges and agrees to the terms mentioned below.
1. General Return Policy
Kitab Excess does not accept returns or provide refunds for customer mistakes or changes of mind.
Returns or refunds will generally not be accepted in cases including, but not limited to:
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Customer ordered the wrong book.
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Customer selected the wrong edition, author, subject, language, or category.
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Customer entered an incorrect or incomplete shipping address.
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Customer no longer requires the book after placing the order.
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Customer purchased a book by mistake.
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Customer changed their mind after receiving the order.
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Customer ordered the wrong quantity.
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Customer did not check the product description, edition, language, or other available details before ordering.
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Customer received the correct product but does not wish to keep it.
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Any damage caused after delivery or due to improper handling, storage, moisture, or other customer-related reasons.
Customers are therefore advised to carefully check the book title, author, edition, language, quantity, and other product details before placing an order.
2. Mandatory Unpacking Video for Defective/Damaged Product Claims
If a customer receives a book that appears to be defective, damaged, incomplete, or materially different from the product ordered, the customer must record a continuous, clear, and unedited unpacking video.
The video should:
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Begin before opening the package.
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Clearly show the shipping package and its condition.
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Clearly show the shipping label/order details.
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Show the package being opened on camera.
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Clearly show the book and any defect, damage, missing pages, printing issue, or incorrect item.
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Continue without cuts, edits, pauses, or unexplained gaps until the issue is visible.
The unpacking video serves as important evidence regarding the condition of the product at the time of delivery.
Without valid unpacking video proof, a return, replacement, or refund claim may be rejected.
Photos alone may not be sufficient to establish the condition of the product before or during opening.
3. Time Limit for Reporting an Issue
Any claim relating to a damaged, defective, incomplete, or incorrect product must be reported to Kitab Excess within 24 hours of delivery, unless a different period is specifically stated for the particular order.
The customer must contact us using the details provided below and provide:
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Order number
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Customer name
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Registered mobile number/email address
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Clear photographs of the product and packaging
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Complete unpacking video
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Description of the issue
Claims submitted after the applicable reporting period may not be accepted.
4. Verification of Claims
All return, replacement, and refund requests are subject to verification by Kitab Excess.
After receiving the customer's complaint and supporting evidence, we may review:
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The unpacking video
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Photographs
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Product condition
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Packaging condition
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Shipping label
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Order details
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Dispatch records
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Product specifications
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Other information reasonably required to investigate the claim
Submission of a complaint or video does not automatically guarantee approval of a return or refund.
Kitab Excess reserves the right to reject claims where the provided evidence is insufficient, inconsistent, altered, incomplete, or does not establish that the issue existed at the time of delivery.
5. Cases Where Return/Refund May Be Considered
Subject to verification and approval, Kitab Excess may consider an appropriate resolution where the customer receives:
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A materially incorrect book compared with the confirmed order;
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A book with a significant manufacturing/printing defect;
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A book with substantial damage that occurred before or during delivery; or
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A product with a material issue that is demonstrably attributable to the seller or delivery process.
Depending on the circumstances, the approved resolution may include a replacement, exchange, store credit, partial refund, or full refund, at the discretion of Kitab Excess and subject to applicable law.
6. Minor Imperfections
Books may sometimes have minor imperfections associated with printing, manufacturing, transportation, storage, or handling that do not materially affect their usability.
Minor variations such as slight cover marks, minor edge wear, small printing variations, or similar non-material imperfections may not qualify for a return or refund.
Any determination regarding whether an issue constitutes a material defect will be made after reviewing the available evidence and applicable product information.
7. Used, Damaged, or Altered Products
A return, where approved, may be refused if the product:
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Has been used or significantly handled after delivery;
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Has writing, highlighting, markings, stains, or other customer-caused damage;
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Has been torn, altered, or modified;
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Is missing pages, covers, accessories, or other components that were present at delivery;
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Has been damaged due to improper storage or handling;
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Is returned without the original packaging where such packaging is reasonably required for verification; or
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Does not match the product originally dispatched by Kitab Excess.
8. Wrong Product Received
If you believe you have received a product different from what you ordered, please do not use or alter the product.
Contact Kitab Excess within the specified claim period and provide the required unpacking video and supporting information.
After verification, Kitab Excess will determine the appropriate resolution.
9. Refund Process
Where a refund is approved, the refund will generally be processed using the original payment method or another appropriate method, subject to the payment gateway's processing procedures.
The time taken for the refunded amount to appear in the customer's account may depend on the customer's bank, card issuer, UPI provider, payment gateway, or other financial institution.
Kitab Excess is not responsible for delays caused by banks, payment gateways, courier companies, or other third-party service providers.
10. Shipping Charges
Unless otherwise required under applicable law or specifically approved by Kitab Excess, shipping and delivery charges may not be refundable for customer-initiated cancellations, incorrect orders, changes of mind, or other reasons attributable to the customer.
Where a return or replacement is approved because of an error attributable to Kitab Excess, the applicable shipping arrangements will be communicated to the customer on a case-by-case basis.
11. Order Cancellation
Orders may not be cancellable once they have been processed, packed, or dispatched.
If you wish to cancel an order, contact Kitab Excess as soon as possible after placing the order. Cancellation requests will be considered depending on the processing status of the order.
Once an order has been dispatched, cancellation may not be possible.
12. Refusal of Unjustified or Abusive Claims
Kitab Excess reserves the right to investigate and reject claims that appear to be fraudulent, misleading, abusive, repetitive, or unsupported by sufficient evidence.
Any attempt to manipulate, alter, reuse, or provide misleading evidence in connection with a return or refund request may result in rejection of the claim and may be dealt with in accordance with applicable law.
13. No Automatic Refund
A customer complaint does not automatically result in a refund.
Every claim is subject to the eligibility requirements, evidence requirements, product condition, order records, and verification process described in this policy.
Kitab Excess will communicate the outcome of an eligible claim after reviewing the relevant information.
14. Policy Changes
Kitab Excess reserves the right to modify, update, or revise this Return & Refund Policy from time to time.
The updated policy will be published on Kitabexcess.com with the applicable effective date. Customers are encouraged to review the policy before placing an order.
15. Contact Us
For return, replacement, or refund-related queries, please contact us:
Kitab Excess
Address: Babu Rozgar Center, Near Mahila Memolal School, Bikaner, Rajasthan, India
Phone: 8875161926
Email: kitabexcess@gmail.com
Website: Kitabexcess.com
When contacting us regarding an order issue, please include your order number and the required supporting evidence to help us process your request efficiently.
Important Customer Notice
Please record a complete and continuous unpacking video before opening your package.
If you receive a damaged, defective, incomplete, or incorrect product, the unpacking video may be required to establish eligibility for a return, replacement, or refund.
Claims without the required video proof may not be processed.
By placing an order through Kitabexcess.com, customers acknowledge that they have read and understood this Return & Refund Policy.