Reliablekart.com aims to get every order to you correctly and in good condition. Where that does not happen, this policy explains when a refund or replacement applies, how to request one, and the timeframes that apply. Please review it alongside our Cancellation Policy, which covers orders you wish to cancel before dispatch, and our Shipping & Dispatch Policy.
1. When a Refund or Replacement Applies
A refund or replacement may be requested in the following situations:
- The order was damaged in any way
- The order was not received
- The wrong product was received
- You are not satisfied with the product
Each of these is set out in more detail below. Requests are assessed against the order record, the tracking information and, where relevant, the evidence provided.
2. Orders Not Received
Please allow 30 business days from the day the order was shipped before treating an order as undelivered. International shipments in particular can remain in transit or held in customs for some time without tracking updates, and a shipment that appears inactive has often not stopped moving.
If, after 30 business days, you have not received the order — or if you receive any notification that the order was placed on hold or returned to the sender — please contact us and we will act on your request promptly.
Where an order is not delivered, we will ship a replacement or issue a full refund, according to your preference.
3. Damaged or Incorrect Orders
Please inspect your package when it arrives. Contact our support team as soon as possible if you receive:
- A damaged package
- A damaged product
- An incorrect product
- An incorrect strength or quantity
- Missing items
Where an order is damaged in transit, we will ship a replacement or issue a full refund, according to your preference.
4. Partial Orders
If you receive only part of an order, we will issue a full refund and then charge only for the product or products you actually received.
5. Product Quality Concerns
If you are not satisfied with the quality of the products, please contact us within 40 days of receiving them and we will issue a free replacement or a refund for that product.
Queries received more than 40 days after delivery cannot be entertained. The 40 days run from delivery, not from the date the order was placed, so a delayed shipment does not shorten the window.
6. How to Request a Refund or Replacement
Contact our support team at support@reliablekart.com and include:
- Your order number
- Your full name
- The email address used when placing the order
- A description of the problem
- Tracking information, where available
- Photographs of the package or product, where applicable
Photographs are the single most useful thing you can include for a damaged or incorrect item, because they usually remove the need for a further exchange of messages before a decision can be made.
7. How Refunds Are Issued
Approved refunds are issued using the original payment method, where that method supports a refund. Where it does not, we will agree an alternative with you.
The time taken for a refund to appear in your account depends on your payment method, your bank, your card issuer, your payment provider and, for international transactions, the processing involved. ReliableKart does not control the processing time imposed by third-party financial institutions, and the date a refund is issued by us is not necessarily the date it appears on your statement. Our Payment Policy covers this in more detail.
8. Situations Where a Refund May Not Apply
A refund or replacement may not be available where:
- The 40-day window for quality concerns has passed
- Fewer than 30 business days have passed since dispatch on an order reported as not received
- Delivery failed because of an incorrect or incomplete address supplied with the order
- Delivery was refused, or the package was not collected
- The shipment was held, seized or returned under the import rules of the destination country
Where a shipment has to be resent because of address details or delivery instructions provided with the order, additional shipping arrangements or charges may apply. Import duties, taxes and handling fees charged by the destination country are not refundable by us, as they are not paid to us.
9. Cancelling an Order
Cancellation is a separate matter from a refund and is covered by our Cancellation Policy. In summary: an order may be cancelled before it has been dispatched, and once it has been handed to the carrier, cancellation is generally no longer possible.
If an order has already been dispatched and you no longer wish to accept it, contact our support team for guidance. Any resulting request is handled under this policy.
10. Prescription and Verification
Where an order cannot be fulfilled because required prescription information is not provided or cannot be verified, the order may be cancelled and any eligible refund processed in accordance with this policy. Cancellations of this kind are covered in the Cancellation Policy.
11. Contact Us
For any refund, replacement or return question, contact our support team at support@reliablekart.com or through our contact page, quoting your order number.
This policy applies to purchases made through Reliablekart.com and should be read together with our Cancellation Policy, Shipping & Dispatch Policy and Payment Policy. Nothing in this policy affects rights you may have under the consumer law of your own country.
