Refund policy

At KULTUR, all products are carefully checked and packed before dispatch. We currently do not accept returns or provide refunds unless a product is received damaged.

Damaged Products

If your order arrives damaged, follow these steps:

1. Record a continuous, unedited unboxing video before opening the package.
2. Contact KULTUR within 24 hours of delivery on order@kulturstore.in along with order ID.
3. Submit the required evidence and order details using our customer support contact method.

Your unboxing video must:

- Begin before the package is opened.
- Clearly show the shipping package and shipping label.
- Show the package being opened for the first time.
- Continue until the product has been completely removed and inspected.
- Clearly show all damaged areas of the product.

The video must not be edited, cut, paused, or recorded after the package has been opened. Claims without the required video evidence may be rejected.

When submitting your claim, include:

- Your order ID.
- The delivery date.
- A clear description of the damage.
- The complete, unedited unboxing video.
- Clear photographs of the package, shipping label, and damaged product.

Submit your claim and evidence through KULTUR’s customer support channel. Keep the original video file until your claim has been fully resolved.

Claim Review

We will acknowledge and review your claim after receiving the required information and evidence. Our team will assess whether the damage is consistent with damage that occurred before or during delivery. We may request additional information, photographs, or video if needed.

Claims are generally reviewed within 5–7 business days after all required evidence has been received. Review times may be longer if additional information is required.

Possible Outcomes

After reviewing your claim, KULTUR may:

- Approve a replacement, subject to product availability.
- Approve a refund to the original payment method.
- Offer another appropriate resolution.
- Reject the claim if the evidence is incomplete, the damage is not confirmed, or the claim does not meet this policy.

A refund, replacement, or other resolution will be provided only after the claim has been approved.

Non-Returnable Situations

Returns or refunds will not be accepted for:

- Change of mind or personal preference.
- Incorrect size selection by the customer.
- Colour differences caused by screen or display settings.
- Products that have been worn, washed, altered, or damaged after delivery.
- Damage reported without the required unboxing video.
- Damage reported more than 24 hours after delivery.
- Claims with edited, incomplete, or otherwise insufficient evidence.

Important

Please record a complete unboxing video before opening your package. This video is required to process any claim related to transit damage.

KULTUR reserves the right to assess each damage claim and determine its eligibility based on the evidence provided.