Refund & Cancellation Policy

Last Updated: 25/05/2026

At Katror Systems Technology Private Limited, customer satisfaction is important to us. This Refund & Cancellation Policy explains the terms under which orders placed on
https://katrorshop.in/ may be cancelled and refunds may be processed.

This policy also explains cancellation support, failed payment support, duplicate payment handling, return-based refunds, delayed refunds, website loading issues, and grievance redressal related to refunds or cancellations.

By placing an order on our website, you agree to the terms mentioned in this Refund & Cancellation Policy.

1. Order Cancellation

1.1 Cancellation Before Shipping

Orders can be cancelled only before they are shipped or dispatched.

  • Cancellation requests will be accepted only before shipment or dispatch.
  • Once an order has been shipped or dispatched, cancellation requests may not be accepted under normal circumstances.
  • Cancellation eligibility may depend on order status, product category, payment status, and applicable cancellation rules.
  • Customized, made-to-order, hygiene-sensitive, final sale, or non-cancellable products may not be eligible for cancellation.

If the cancellation request is approved before shipping, the eligible refund will be processed as per this policy.

1.2 How to Request Cancellation

To cancel an order before shipping, please contact us immediately with your order details.

Please share the following details:

  • Order ID
  • Registered customer name
  • Registered mobile number
  • Registered email address
  • Payment reference number, if applicable
  • Reason for cancellation

Cancellation Support Details:

  • Phone: +91 8668144392
  • Email: info@katrorshop.in / katror26157@gmail.com
  • Support Hours: Monday to Friday, 9:00 AM to 6:00 PM

1.3 Cancellation Button or Website Issue

If the cancellation option is not working on the website despite the order being eligible for cancellation, customers should contact official support immediately.

Please share the following details for cancellation issue support:

  • Order ID
  • Registered mobile number
  • Registered email address
  • Screenshot or screen recording of the cancellation issue
  • Payment reference number, if applicable
  • Reason for cancellation

If the cancellation issue is caused due to a technical error, website loading issue, account issue, or system delay, Katror Systems Technology Private Limited will review the request and may provide an alternate cancellation support process as per applicable policy.

2. Cancellation After Shipping

Orders cannot be cancelled after shipping or dispatch.

  • Once the order has been handed over to the courier or logistics partner, cancellation may not be possible.
  • If you no longer want the product after delivery, you may request a return as per our Return & Replacement Policy.
  • Return approval will depend on product eligibility, product condition, request timing, proof submitted, and quality check.

Cancellation approval, rejection, refund, or alternate resolution shall be subject to order status, product status, dispatch status, payment status, and applicable policy terms.

3. Cancellation by Katror Systems Technology Private Limited

Katror Systems Technology Private Limited reserves the right to cancel any order in certain situations, including but not limited to:

  • Payment failure
  • Failed payment confirmation
  • Invalid or incomplete address
  • Product out of stock
  • Technical issue on the website
  • Incorrect pricing or product information due to system error
  • Fraudulent or suspicious activity
  • Repeated fake or risky Cash on Delivery orders
  • Delivery location not serviceable by courier or logistics partners

If an order is cancelled by Katror Systems Technology Private Limited after successful prepaid payment, the eligible refund will be initiated as per this policy.

4. Refund Eligibility

Refunds may be applicable only in eligible cases as per this Refund & Cancellation Policy and other applicable policies available on the website.

Refunds may be applicable in the following cases:

  • Order cancelled before shipping
  • Product received in damaged condition, subject to verification
  • Wrong product delivered
  • Product returned as per approved return request
  • Failed payment where amount was deducted but order was not confirmed
  • Duplicate payment
  • Order cancelled by Katror Systems Technology Private Limited

Refunds will not be provided in the following cases:

  • Product is used, washed, altered, or damaged after delivery
  • Product is returned without original tags, labels, packaging, invoice, or accessories
  • Return request is raised after the eligible return period
  • Product belongs to a non-returnable or non-refundable category
  • Wrong product is returned by the customer
  • Customer fails to provide required proof for damaged, defective, missing, or wrong item claims
  • Cancellation is requested after shipment or dispatch

5. Non-Refundable and Non-Returnable Items

Certain products may not be eligible for refund, return, or replacement due to hygiene, safety, customization, or product nature.

Non-refundable or non-returnable items may include:

  • Innerwear
  • Hygiene-sensitive products
  • Customized or altered products
  • Products marked as non-returnable
  • Products marked as final sale
  • Products damaged after delivery due to customer handling

Product-specific return, refund, or cancellation eligibility may be mentioned on the product page or communicated by official support.

6. Refund Process

Once the refund request is approved and the returned product, if applicable, is received and inspected, the refund will be initiated.

Refunds for return cases will be processed only after:

  • The returned product reaches our warehouse or return collection point
  • The product passes quality inspection
  • The product is confirmed unused, unwashed, unaltered, and undamaged
  • Original tags, labels, packaging, invoice, and accessories are verified
  • The return request is approved as per policy

Refunds will generally be processed to the original mode of payment only. In certain cases, alternate refund modes such as bank transfer, UPI transfer, or store credit may be used as per Company policy.

7. Refund Mode

7.1 Prepaid Orders

For prepaid orders paid through UPI, debit card, credit card, net banking, wallet, or any online payment mode, the refund will generally be processed to the original payment method.

  • UPI refunds may be credited to the original UPI account.
  • Card refunds may be credited to the original card or linked bank account.
  • Wallet refunds may be credited to the original wallet, where applicable.
  • Net banking refunds may be credited to the original bank account.

7.2 Cash on Delivery Orders

For Cash on Delivery orders, approved refunds may be issued through:

  • Bank transfer
  • UPI transfer
  • Store wallet credit, where available
  • Any other mode approved by the Company

The customer may be required to provide valid bank account or UPI details for processing COD refunds.

8. Refund Timeline

Refunds are processed after approval of the cancellation, return, failed payment, or duplicate payment claim.

  • Refund initiation generally takes 3 to 5 business days after approval.
  • Bank, UPI, card, wallet, or payment gateway processing may take additional time.
  • In some cases, refund settlement may take up to 10 working days, depending on the bank or payment gateway.
  • Customers may be notified once the refund is initiated.

Katror Systems Technology Private Limited shall not be responsible for delays caused by banks, payment gateways, wallet providers, UPI systems, or third-party financial institutions.

9. Return Shipping Charges

Return shipping charges may be borne by the customer unless the return is due to our error.

Return shipping charges may be borne by the Company only in cases such as:

  • Wrong product delivered
  • Defective product delivered
  • Damaged product delivered, subject to verification
  • Any other case approved by the Company

If return pickup is not available in your area, you may be asked to self-ship the product to the address shared by our support team. Self-shipping reimbursement, if applicable, will be subject to prior approval from the Company.

10. Failed or Duplicate Payments

If your amount is deducted but the order is not confirmed, it may be treated as a failed payment.

In such cases:

  • The bank or payment gateway may automatically reverse the amount.
  • The refund may generally reflect within 3 to 7 working days.
  • In rare cases, it may take up to 10 working days, depending on the bank or payment gateway.

If the amount is not refunded within the expected time, please contact our official support team with the following details:

  • Registered name
  • Order ID, if generated
  • Transaction ID
  • Payment screenshot
  • Payment date and amount
  • Bank, UPI, card, or wallet reference number

11. Delayed or Failed Refunds

If you have not received your approved refund within the stated timeline, please follow the steps below:

  • Check your bank, UPI, card, or wallet statement.
  • Check whether the refund has been credited to the original payment method.
  • Contact your bank or payment provider for pending refund status.
  • If the refund is still not traceable, contact our official support team.

Please share the following details with support:

  • Order ID
  • Registered mobile number
  • Registered email address
  • Payment screenshot
  • Transaction reference number
  • Refund confirmation message, if received

Our support team will review the matter and assist you with the refund status.

12. Damaged, Wrong or Defective Product Refund Claims

For damaged, defective, wrong product, tampered parcel, or missing item claims, proof is mandatory.

Customers may be required to provide:

  • Clear product images
  • Clear image of the shipping label
  • Clear image of the outer packaging
  • Clear image of the damaged or defective area
  • Full parcel opening video, especially for damaged, tampered, or missing item claims
  • Order ID and registered contact details

Such claims should be raised within the timeline mentioned in the Return & Replacement Policy. Claims without required proof may be rejected.

13. Website Loading or Refund/Cancellation Issue Support

If the website is loading slowly, buffering, or the cancellation/refund request is not processing properly, customers may try the following steps:

  • Refresh the page
  • Clear browser cache and cookies
  • Try using another browser
  • Try using another device
  • Check internet connection
  • Take a screenshot or screen recording of the issue
  • Contact official support with order details

If the issue is due to a technical error on the website, the Company will make reasonable efforts to review and resolve the issue.

14. Important Conditions

  • Cancellation is not guaranteed after shipment or dispatch.
  • Refund approval depends on order status, product status, payment status, proof submitted, and policy eligibility.
  • Shipping charges, COD charges, convenience fees, or payment gateway charges may be non-refundable unless required by law or specifically approved by the Company.
  • The Company may reject refund or cancellation requests found to be fraudulent, abusive, misleading, or against policy terms.
  • Repeated misuse of cancellation, refund, return, replacement, or COD services may result in account restriction or order cancellation.
  • Final approval shall be subject to Company verification and applicable policy terms.

15. Grievance Redressal

If you have any concerns related to refunds, cancellations, failed payments, duplicate payments, return-based refunds, or policy-related issues, you may contact our Grievance Officer.

  • Name: Dinesh (DIN)
  • Designation: Grievance Officer
  • Company: Katror Systems Technology Private Limited

Address:

Building No. 1, Jones Lane
Near Chennai G.P.O
George Town, Chennai
Chennai District, Tamil Nadu – 600001

  • Phone: +91 8668144392
  • Email: info@katrorshop.in / katror26157@gmail.com
  • Working Hours: Monday to Friday, 9:00 AM to 6:00 PM

16. Policy Updates

Katror Systems Technology Private Limited reserves the right to modify, update, revise, or replace this Refund & Cancellation Policy at any time due to:

  • Changes in law
  • Business requirements
  • Payment gateway requirements
  • Courier or logistics process updates
  • Website performance improvements
  • Customer support process updates
  • Changes in cancellation, refund, return, or replacement procedures

Changes will be effective immediately upon posting on the website with an updated “Last Updated” date.

17. Contact Us

For any questions related to refunds, cancellations, failed payments, duplicate payments, return-based refunds, website loading issues, or cancellation button issues, please contact:

  • Company: Katror Systems Technology Private Limited
  • Website: https://katrorshop.in/
  • Email: info@katrorshop.in / katror26157@gmail.com
  • Phone: +91 8668144392
  • Support Hours: Monday to Friday, 9:00 AM to 6:00 PM