REGISTRATION AND ACCOUNT RELATED QUESTIONS
You can check out as a guest. However, we recommend making an account so you can easily access your order history, check payment details and track your order. Creating an account with us will also allow you to save your address; this makes the checkout process much easier. You can also add your favourite item(s) to the wishlist. Plus, users with accounts will be the first to receive emails and updates regarding special offers, promotions, new additions and exclusive sales.
Please go to the sign-in page and choose the ‘Create an Account’ option. You will then need to fill in your details and the associated email address or phone number. You can then use this email address or phone number to sign in whenever you visit our website.
Once you have logged in, go to the ‘My Account’ section and then choose ‘My Profile’. You can edit your address, username and payment details here. You can also use the ‘My Account’ section to update your password using the ‘Change Password’ option.
Simply head on over to the sign-in page, enter your associated email address or phone number and choose the ‘Forgot Password’ option. A reset link will be sent to your registered email address or phone number and you can change your password. You can reset your password using the link or via OTP.
The most likely cause for this is the non-verification of your email address or phone number. After creating an account, we sent a verification link so be sure to enter the correct details. If the details are correct and you have still not received the verification link, please check your Junk Mail or Spam Folder. Alternatively, you can resend the verification link to your registered mobile number.
ORDERS AND PRODUCTS
Confirmation Email, Message, Text Message
After placing an order, you will get a confirmation email within 15 minutes. If you do not receive a confirmation email within 15 minutes, please check your Spam Folder. You can also check your order status using ‘My Purchases and Returns’ under the ‘My Account’ tab. If you have still not received any email confirming your order, then the most likely scenario is that your order has not been received by KLEIO. In that case, you will have to place a new order. If the payment has been deducted from your card, be rest assured that it will be automatically refunded within 24 to 48 hours.
If you have not received a particular product, please write to us at firstname.lastname@example.org. Alternatively, you can use the Live Chat option on our website. We try our best to fulfill all our orders on time. However, if any particular product is out of stock then we process the order without that product. Similarly, if a product does not meet our rigorous quality checks, then we will not ship that product. In that case, you will receive an email from our end informing you about the canceled product as well as the refund information for the same.
In the account section, there is an option to track your order. Go to the ‘My Account’ section and choose ‘My Purchases and Returns’. Here, you will be able to check if your order is in the processing stage, packing stage or if it has been shipped. If you have checked out as a guest, you can use the confirmation email to track your order. You will be given a tracking number or tracking link to track the exact destination of your order. For any further assistance, feel free to email us at email@example.com or use our Live Chat option.
You cannot amend your order, you need to cancel your order and place a new one. You can go to the ‘My Purchases and Returns’ section to cancel an order. Please note, an order can only be cancelled if it has not been dispatched from the warehouse. Once an order has been shipped, it cannot be cancelled.
Until you have successfully placed an order or unless you remove the item(s) from the shopping bag yourself, all the products will remain in your shopping bag. Alternatively, if you placed an order and cancelled it, and you wish to reorder some of those items, then you can go to the ‘Purchase History’ tab to re-add those items to your shopping bag.
Unfortunately, adding products to your shopping bag or your wishlist does not mean automatic reservation. You need to complete the checkout process if you wish to secure any item(s).
Please take a screenshot of the error message and send it to us at firstname.lastname@example.org. You can also get in touch with our customer care associates regarding the same using the Live Chat option. Please note, if your order was cancelled due to online security checks or due to a lack of stock and the payment has been processed, then the full amount will be refunded to you within 7 working days, automatically.
RETURNS & EXCHANGE
Yes, you can return a product. Simply head on over to the ‘My Account’ section and then choose the ‘My Purchases and Returns’ tab. You can return a product within 14 days of receiving it. You will see a return option in front of the product in your order history.
You can raise a return request if you are not satisfied with your order if:
– The product you received is different from what you ordered
– The product is missing any parts or accessories
– You receive a damaged or defective product/ the product was physically damaged.
Item(s) can only be returned within 14 days from the day you received your order. Our return policy is only applicable to products that have been ordered online from our website KLEIO.WORLD. Ensure that the product(s) is in its original condition and that the tags and packaging are intact with the tickets attached. Once we receive your return, a final inspection will be conducted at our warehouse to ensure that the product(s) is in its original condition. If your returned product(s) does not pass our final inspection then it will not be accepted and will be returned to you at your cost. No refund will be processed for the same. Please note, we will not accept used items. However, if you have received a damaged or defective product then the return is free.
– All products must be returned in their original conditions
– Price tags, warranty cards, packaging and tickets must be intact
– Free gifts and freebies must be returned with the original product
– The product should be returned in its original box/packing
– The product must be unused.
KLEIO has the right to reject returns if the above-mentioned conditions are not met.
Products can be returned within 14 days of receiving the order.
Can I return/exchange a free gift or only a certain product that I have bought with a deal?
Products that have been bought with a coupon or a buy-one-get-one deal can be returned, but if the value of the product that you are returning is less than the market value of the product then it would be charged at the present value for the other product. Free Gifts with Purchase (GWP) can be returned, but there is no refund for the same.
If you are attempting to return any item(s) that came as a free Gift With Purchase (GWP) and the value of the original order is below the GWP qualifying amount, then GWP must be returned with the ordered item. If the GWP is not returned along with the original order, then you will be required to pay for the GWP based on the market value of the product.
Items that are on sale with a non-refundable tag cannot be returned, unless you have received a damaged or defective product. Always check the terms and conditions regarding the refund and replacement on the product page, especially if the product is on sale.
Yes, if you have received a defective or damaged product(s) then we will be happy to replace it at no additional cost. With that being said, a product will only be eligible for a free replacement if that exact item is available in stock. You can ask for a replacement if:
– The product you received is different from what you ordered
– The product is missing any parts or accessories
– You receive a damaged or defective product
If a product is missing accessories, we have the liberty to only ship the missing accessories. Please note, while we are happy to provide a free replacement once, however, a second free replacement cannot be created for an item which has already been returned and replaced, unless it is damaged or defective. Of course, we try our best to ensure that when we send you a replacement item(s), it goes through vigorous stages of inspection to ensure that it is not damaged or defective.
Yes, you can exchange a product. You will have to pay any difference in cost, if any. Also, a shipping fee of Rs 200 will be charged for the same.
SHIPPING, DELIVERY AND TRACKING
You can check the estimated delivery time for different products by putting in your PIN Code on the product page. If you have already placed your order, you can track the status of your order via email or through the ‘My Purchases and Returns’ section. Usually, we try to ship our products within 3 to 5 days of receiving an order.
This means your order is in transit and will reach you very soon. To know the exact location and status of your order, use the ‘Track my Order’ option.
– Sign in to your account. Go to ‘My Account’
– Choose the ‘My Purchases and Returns’ section
– Find the Track Your Order button that corresponds to your order number,
– Once you click the button, you will be automatically navigated to the online tracking system of the designated courier company
If you do not have an account with us, you can use the tracking number that will be sent to you on your registered email or phone number to track your order. For any other order or tracking-related questions, please get in touch with us via Live Chat or email us at email@example.com.
If the order has not been dispatched, then you can change your shipping address. Simply email us at firstname.lastname@example.org to let us know your new shipping address. Unfortunately, if the order has already been dispatched, then the shipping address cannot be changed. Be sure to double-check your address before placing an order. You can also alter your saved addresses in the ‘My Account’ section.
If you are paying online, there are no shipping charges. However, customers who opt for Cash on Delivery will be charged Rs 100 for shipping.
We ship pan India, but due to some limitations of our courier partners, there might be certain PIN Codes and areas where we may be unable to deliver a product.
If no one is available to receive a product at the given delivery address, then the delivery agent will mark that package as ‘unable to deliver’. You will also get an email or message regarding the same from the courier company. It is then up to the customer to follow up with the Delivery Company and set another delivery date. If the delivery company will not be able to deliver the product to you after multiple attempts, they will return the product to us. In this case, please note, any additional delivery charges will be borne by you.
PAYMENT POLICY AND REFUNDS
We accept Credit Cards, Debit Cards, Net Banking, UPI Payments, E-wallets as well as Cash on Delivery.
We accept Visa, Amex, MasterCard and Rupay Cards.
First and foremost, make sure that you are putting in the right information. Check your login details, double-check the card number, recheck the spelling of the name on the card and make sure that the expiry date and CVV are entered correctly. If you are still unable to make the payment, we request you try another mode of payment. For instance, if you are trying to make the payment with a credit card, we request you to try paying through a debit card or through an E-wallet. If the matter still persists, please feel free to reach out to us at email@example.com or speak to our customer care agent via Live Chat.
To prevent internet fraud, orders placed through KLEIO.WORLD are managed online by the bank in question through its secure servers. Thus, the bank in question is responsible for protecting, processing and automating your information in a secure environment. Hence, all financial information, such as credit card numbers and expiration dates are directly managed by the bank in question, which ensures the security of online transactions. KLEIO.WORLD has no knowledge of the credit card details and is therefore unable to save or store such financial information.
You will receive your refund in the form of your original payment mode. So, payments made online using Debit Cards or Credit Cards will be refunded to the same source. Payments made using the Cash on Delivery method, will be refunded to your Bank Account. When you place a return request, please share your bank account details. Alternatively, refunds can be added to your KLEIO account in the form of KLEIO credits. Lastly, payments made using the KLEIO wallet will be refunded back to the wallet.
In the case of Prepaid Orders, the payment will be refunded instantly after the final inspection and will be credited to your original source of payment. However, it could take 5 to 7 working days for the refund to reflect in your account. As for Cash on Delivery orders, the amount will be refunded instantly after passing the final inspection and should reflect in your bank account within 15 working days. Once your product has passed the final inspection in our warehouse and the refund has been initiated, you will receive an email or a message regarding the same, along with the transaction details.
If you have still not received the refund after 7 working days, we then request you to speak to your bank to find out about the status of your refund. You can share the refund-related transaction details with your bank. We also request you write to us at firstname.lastname@example.org so that we can follow up on the same.
WARRANTY AND REPAIR
All our products are manufactured in-house using high-quality elements. We aim to create top-of-the-line products at affordable prices using only the best materials. However, if a customer happens to receive a product that is damaged or defective, our customer care team will be happy to issue a replacement. Apart from this, any guarantee or warranty will be specially mentioned under each product.
We offer a 6-month warranty on our new products and a 3-month warranty on our non-returnable products. Please note, this warranty ensures free repairs for manufacturing defects and damages. However, this warranty does not cover returns and exchanges. If a product is under warranty we can offer a free replacement or a cash refund, after the product has passed our final inspection and depending on the availability of the product.
If your product is under warranty and there is any physical damage or manufacturing defect, we will repair your product for free. If we feel that repairing the product is not a viable option, then we will be happy to offer you a replacement. However, if the product is damaged after use, then we cannot offer a replacement and we will be happy to repair the damaged product at a minimal cost.
We would like to inform you that our warranty does not cover carrier damage, misuse of product, neglect of product as well as damage from wear and tear after the warranty period has expired. KLEIO will have the final say when it comes to determining the nature of the damage, such as manufacturing defects or consumer misuse.
Some examples of our warranty exceptions are:
– Damage by courier partner or delivery partner
– Damage due to environmental factors
– Damage due to heat exposure
– Damage due to accidents or abrasions
– Damage due to transportation, say by airlines, buses or trains
– Damage due to colour transfer or colour migration
– Damage due to neglect or misuse
If your product(s) is under warranty and has visible damage or physical defects, please email us at email@example.com along with proof of purchase, warranty card, order number as well as at least 5 clear photographs of the product which clearly shows the damage or defect. After receiving and reviewing the email, our customer care team will guide you through the process of claiming the warranty.
As soon as our team has reviewed the damage, we will consider your product a top priority. We will work on it as soon as we receive it and hope to send it back to you as soon as possible.
We have a detailed guide on how to take care of your KLEIO product. For instructions on how to care for your KLEIO product(s), follow this link.
Our gift boxes are only available at checkout. So, if you wish to order a gift box, you first need to add your order to the shopping cart, and then you can select the gift box option.
We try our best to fit all the products that you have ordered in the gift box. However, due to the different shapes and sizes of our products, that is not always possible. If the products are too big or too many to fit inside the gift box, then we may send the gift box flat-packed along with your order.
Unfortunately, our gift boxes are not eligible for return or exchange at the moment. We are currently in the process of creating more gift boxes and will get back to you regarding the return or exchange of these gift boxes.