Cancellation, Return and Refund Policy

Effective date: 2 October 2026

This policy explains how orders placed on Salonkarts® can be cancelled, which products can be returned and how refunds are made. It describes what the Salonkarts app does at each step. It forms part of our Terms and Conditions.

1. About this policy

1.1 Salonkarts is operated by SKS B2B PRODUCTS PRIVATE LIMITED. “We”, “us” and “our” mean this company.

1.2 Salonkarts is a business-to-business platform for salons and beauty professionals. This does not reduce any right the law gives you. If the Consumer Protection Act, 2019 treats you as a consumer, the rights it gives you apply in full.

1.3 Every product is supplied by a seller registered and approved on Salonkarts, which may be SKS B2B PRODUCTS PRIVATE LIMITED itself or another business. This policy applies to every item. Where it says “we”, it includes the seller of the item.

2. Cancelling an order yourself

2.1 Open the order under Orders in the app and tap Cancel Order. You can add a note with your reason.

2.2 You can cancel while the order status is Received, that is, before it is marked Processed. Once the order is Processed, Shipped or Out For Delivery, the Cancel Order button is no longer shown and the app refuses a cancellation. If you still need help, contact customer care (section 14) at once; our team may still be able to cancel an order that has not left for delivery.

2.3 We do not charge a cancellation fee.

2.4 Cash on delivery orders: you have not paid anything yet, so there is nothing to refund and nothing is collected.

2.5 Wallet balance used on a cash on delivery order: when you cancel the order, the wallet amount you used is credited back to your Salonkarts wallet automatically.

2.6 Orders paid online (when online payment is available): if your payment was confirmed, the amount paid, including the delivery charge, platform fee and any wallet balance used, is credited to your Salonkarts wallet at the time of cancellation. If the online payment was not completed, only the wallet balance you used is credited back. We will update this policy before online payment is switched on.

3. Cancellation by us or by a seller

3.1 We or the seller may have to cancel an order, for example if a product is out of stock, the address cannot be served, you cannot be reached, there is an obvious error in the listing, misuse is suspected, or events outside our control prevent delivery. You are told through the order status and a notification.

3.2 You are not charged anything when we or a seller cancel. For a cash on delivery order nothing has been paid. Any amount you have already paid, including wallet balance used, is credited back to your Salonkarts wallet by our team; this is done by hand and not automatically by the app, so please contact customer care if you do not see the credit.

3.3 We do not charge customers a cancellation fee. If a cancellation fee is ever introduced for customers, we will bear a similar charge whenever we cancel an order on our own.

4. Returns you are always entitled to

4.1 We will not refuse to take back goods, or to refund what you paid for them, if the goods are:

• defective or damaged;
• deficient, for example short in quantity or with items missing;
• spurious or counterfeit;
• not of the description, characteristics or features shown in the listing or agreed with you, including a wrong item; or
• delivered later than the delivery date or time slot stated for the order, unless the delay was caused by events outside our control (force majeure).

4.2 This applies to every product, even if the product is marked as not returnable or no Return Items option is shown in the app.

4.3 How to claim: use the Return Items option in the order details if it is shown. If it is not shown, contact customer care (section 14) as soon as you notice the problem, with your order number, a description of what is wrong and, where possible, photographs of the product, its label and the packaging.

5. Returns for other reasons

5.1 Whether a product can be returned for any other reason, and for how many days, is set product by product. A product is either marked as returnable, with a return period counted in days, or it is not returnable.

5.2 The return period is counted from the delivery date recorded on the order. A request made after that period is refused by the app.

5.3 After delivery, the order details in the app show a Return Items option listing the items of that order that are still eligible. If an item is not listed, it can be returned only for a reason in section 4. If the option is not shown for an item that you believe qualifies, contact customer care with the order number and we will review the request by hand.

6. How a return works

1. Open the order under Orders, tap Return Items, select the item and give your reason. One return request can be made for each item.
2. The request is shown as Pending while our team reviews it.
3. The request is then Approved or Rejected. You can see the status in the app.
4. If approved, a delivery partner collects the item from your delivery address. The status changes to returned to delivery partner when it is collected.
5. When the item has reached the seller and our team records it as returned to seller, the refund is credited (section 7).

Please keep the item available for collection until it has been picked up.

7. Refund amount, method and timing

7.1 Amount. For a returned item, the refund is the price you paid for the item multiplied by the quantity returned, plus the tax charged on it. This automatic credit does not include the delivery charge, platform fee or tip of the order. If you return a whole order for a reason listed in section 4, ask customer care to review those charges as part of your complaint.

7.2 Return collection. At present no return shipping or collection charge is deducted from your refund.

7.3 Method. Refunds are credited to your Salonkarts wallet. This is also how refunds are made for orders that were paid in cash on delivery, because there is no card or bank payment to reverse. The app has no function that pays a refund to a bank account.

7.4 If a wallet credit does not suit you, for example because you would prefer a bank transfer or a refund to the original payment method of an online payment, tell customer care. Such requests are considered by our team outside the app, through the complaint process in section 14.

7.5 Timing. The wallet credit for a cancelled order that was paid online is made at the time of cancellation. The wallet credit for a return is made when our team records the item as returned to seller. The wallet amount used on a cancelled cash on delivery order is credited at the time of cancellation. Credits made by our team by hand (section 3.2) are made after you contact customer care. Every accepted refund is made within a reasonable period and within any time limit set by the Reserve Bank of India or other applicable law. If a credit you expect has not appeared, contact customer care.

8. Salonkarts wallet

8.1 The wallet holds refunds, referral rewards and adjustments made by us. You can see the balance and every transaction under Menu, then Wallet.

8.2 You can use the wallet balance to pay for Salonkarts orders at checkout, up to the balance available.

8.3 The app has no option to add money to the wallet or to withdraw the balance to a bank account. See clause 7.4 if you need a refund outside the wallet.

8.4 If your account is closed while the wallet has a balance, contact customer care.

9. Exchange and replacement

9.1 The app does not have a separate exchange or replacement option. If you want a replacement, return the item under this policy and place a new order, or contact customer care.

10. Warranty and guarantee

10.1 Any warranty or guarantee on a product is the one stated by its manufacturer or brand in the listing or on the packaging. This does not affect your rights under section 4.

11. Delivery, shipping and payment

11.1 Delivery methods, delivery charges, the minimum order value and the delivery code are explained in sections 7 and 10 of the Terms and Conditions. Payment methods are explained in section 9 of the Terms and Conditions. Cash on delivery is the method available at present.

12. Checks at delivery

12.1 Please look over the package when it arrives and before you give the 4-digit delivery code to the delivery partner.

12.2 Check the label, the seal and the best-before or use-before date before opening or using a product. Report any problem, including an item missing from the delivery, as soon as you notice it.

13. If a request is rejected

13.1 If we reject a cancellation, return or refund request, the status is shown in the app. If you disagree, you can raise a complaint under section 14 and it will be reviewed by the Grievance Officer.

14. Complaints and Grievance Officer

14.1 Customer care: e-mail support@salonkarts.com, phone +91 98218 88863. Please give your registered mobile number and the order number.

14.2 Complaints are handled by the Grievance Officer of SKS B2B PRODUCTS PRIVATE LIMITED. Letters to the Grievance Officer can be sent to the same e-mail address (please write “Grievance” in the subject line), to the same phone number, or by post to the registered office address given in section 1 of the Terms and Conditions.

14.3 We will acknowledge your complaint within 24 hours and give you a reference number to track it. We will resolve complaints about orders, deliveries, returns and refunds as quickly as we can and at the latest within one month of receipt. The full complaint process is in section 21 of the Terms and Conditions.

15. Changes to this policy

15.1 We may update this policy. The new version will be published here with a new effective date. An order is governed by the version in force when the order was placed.