Japanese Instant Pain Relief Gel (Buy 1 Get 1)

Thank you for shopping with us! We aim to deliver your order safely and on time. Please read our Shipping Policy to understand how we ship, process, and handle deliveries.

Order Processing Time

All orders are processed within 1–7 business days.
During peak seasons, sales, or new arrivals, processing may take slightly longer — but we will always notify you in case of delays.

Delivery Time

Once shipped, orders are typically delivered within:

• 4–7 business days for metro and major cities
• 5–10 business days for other locations across India

Delivery timelines may vary due to courier workload, weather, festivals, or unforeseen circumstances.

Shipping Charges

• Free Shipping on orders above ₹999 (when applicable).
• Standard shipping fees may apply for orders below the free shipping limit.

Any discount-based free shipping codes should be entered at checkout.

Order Tracking

Once your order is shipped, you will receive a tracking link via SMS or email.
You can use this link to check real-time updates on your shipment.

If you don’t receive your tracking details within 48 hours of placing the order, please contact our support team.

Incorrect Address / Failed Delivery

If the shipping address entered is incorrect or incomplete, delivery may fail.
In such cases, the courier returns the package to us.
We can re-ship your order once the correct address is provided, but additional shipping fees may apply.

International Shipping

Currently, we do not ship outside India.

Lost or Delayed Packages

Although rare, if your package is significantly delayed or shows no movement for several days, contact us immediately.
We will coordinate with the courier partner and provide a resolution.

Contact for Shipping Queries

If you have any questions regarding your delivery, tracking, or shipping charges, please contact us through our Contact Form or email us at:
📩 Karteloindia@gmail.com

Replacement & Refund Policy

At Kartelo India, we maintain a Strict Replacement-Only Policy. We do not offer returns or monetary refunds. If you receive a product that is defective or damaged, we will replace it with the same item.

Return to Origin (RTO) & Refund Policy

• Customer Unavailability: If a shipment is returned to us because the customer was unavailable to receive the order, the shipping and fulfillment charges will be deducted from the final refund.
• Delivery Partner Issues: If the delivery failure is due to an issue with the courier/delivery partner, the customer must inform us via email (Karteloindia@gmail.com) or WhatsApp (+917966245821) before or during the third delivery attempt, according to the status shown on tracking link. Failure to notify us within this timeframe will result in shipping and fulfillment fees being deducted from the final refund.

Replacement Window

The replacement period varies depending on the specific product:

• Eligible Window: Replacement requests must be initiated within 5 to 14 days of receiving your item, depending on the product category.
• Please refer to your specific product listing to confirm the exact duration of its replacement window.

Mandatory Evidence for Claims

To process any replacement, the following evidence is strictly required:

1. Unboxing Video: A continuous, unedited video showing the sealed package being opened for the first time and the AWB number and Order Id should be visible.
2. Issue Video: A clear video demonstrating the specific defect, damage, or functional issue with the product.

Note: Failure to provide both the unboxing video and the issue video will result in the immediate rejection of the replacement request.

Eligibility Criteria

To be eligible for a replacement, your item must meet the following conditions:

• It must be in the same condition that you received it, unworn or unused.
• It must be in its original packaging with all tags and accessories included.
• You must provide the receipt or proof of purchase.

How to Start a Replacement

To start a replacement request, contact us at Karteloindia@gmail.com.

If your request is accepted, we’ll send you a replacement shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a replacement will not be accepted.

Damages and Issues Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the videos and make it right.

Exceptions / Non-Replaceable Items Certain types of items cannot be replaced, such as perishable goods (food, flowers, or plants), custom products (special orders or personalized items), and personal care goods (beauty products). We also do not offer replacements for sale items or gift cards.

Exchanges Since we do not offer a return/refund path, the fastest way to resolve an issue is to follow the replacement protocol above for a like-for-like item.