What are the conditions for returning an item?

  •  Seven (7) working days returns policy: Subject to Terms and Conditions.

Necessities for valid claim

Proof of purchase – the paper work handed over to you on delivery together with the product receipt.

Original packaging - item should be inside its respective package as delivered.

Valid return reason(s) – please refer to the section below for the details.

Items in the categories stated below will NOT be eligible for a return based on 'CHANGE OF MIND'.

This condition stands even when the price tag and seal is still intact.

This, therefore, means such items can only be returned if you receive a wrong item or item has a quality issue;

  • Underwear, spa, swimsuits & Beach wear.
  • Fashion Products.
  • Books and Stationaries.
  • Food items.
  • Bedding’s.
  • Office and business software
  • Cosmetics, manicure & pedicure and grooming/ facial skincare products (Lotions and creams).
  • Hair care, hair items and hair products.
  • Perfumes, jewelry, health & wellness products.
  • Electronics.
  • Automotive.
  • Baby and Toddler products.  

For missing items, wrong items and damaged products especially broken screens please check with our riders during delivery and return on the spot or report as soon as possible to enable a return.

How do I return an item/ what happens once I have returned an item?

  •   For any return request please contact our Customer Service to create your return.

What happens once I have returned an item?
  • We will perform a careful quality check.
  • If the claim is valid we will refund you according to your requested refund method.
  • The process of confirmation may take up to 3-4 days from when your product was submitted.
  • If the claim is not approved the item will be sent back to you for which you have to bear the cost of transportation on both ways.
  • We keep track of all return requests and use the data to improve our product quality and service, as well as for customer profiling.
  •   Customers with serial invalid returns may be denied the right to return items, place pay-on-delivery orders or even shop in Kapu in the future.

How much time do I have to return a product to Kapu?  

  • All items sold on Kapu, provided they meet the return policies, can be returned within a period of seven (7) working days from delivery date.
  • For defective items, note that you have seven (7) working days to return your product.
  •  After this period, we do not accept returns. We advise you to contact the manufacturer if the product has a warranty.

 How do I send my product to Kapu?  

  • We will make two (2) attempts within 3 working days to pick-up the returning item after you submit the return request.

  • Note that for dropping an item off at any pickup station, we will make two (2) attempts in three (3) days. You will be contacted to ensure you drop off within the three (3) days.
  • However, after two (2) pick-up attempts, we will cancel the return procedure and your claim of return for the particular item will be invalidated.
  • Please ensure that the packaging of the returning item is in good condition for the return; any package found to be damaged will be rejected by the rider during collection.

How do I track my return status?

  •        We will keep you updated by email and SMS about the status of your return.

If my returned product is not validated for refund, how do I get informed?

  • If your return is invalid then we will call you to explain the issue and send the item(s) back to you. We will arrange the delivery of the item at your cost on both ways.
  • "Note that we will make two (2) attempts to return the product to you at your cost on both ways.
  •   However, after two (2) failed attempts, we will cancel the return process and store the product at our warehouse for up to seven working (7) days awaiting your collection.
  • If you do not collect the product within these seven working (7) days, it will be deemed as forfeited and we will disposed off. 


What if there is a missing item(s) in a delivery package according to product description?  

  • Kapu will only be liable if the missing item is not reported on the spot during delivery i.e. accessories.
  •  Please ensure to counter-check during pickup/delivery to confirm if all the mentioned items (What's in the box) have been delivered.

Who bears  charges on return shipping?

  • For valid returns after the return process is completed will be beared by Kapu for both ways. 
  • For invalid returns after the return process is completed will be beared by the customer for both ways.

        What are the procedure for exchange of item in-case of out-of-stock items?  

  • You will have to return your product, within seven (7) days after the delivery, our customer service department will get in touch with you for the way forward.

    What about the returned items after return timeline has expired?  

    • Returns are not possible after seven (7) working days.
    • If you experience issues after our return/exchange period has Passed by, you can claim your warranty (if any) from the authorized service center of the brand.

            What if I receive a wrong order(s)?  

    • Upon delivery, carefully ensure that the item delivered is in perfect condition and reject if it does not match your order.
    • In case you accept it from the deliverer you will still have your return right secured   within seven (7) days.