Return, Refund & Replacement Policy
At Khilona Ghar, we strive to provide reliable shopping experience and ensure that our customers receive the products they order in the expected condition. Please read this policy carefully before placing an order, particularly when purchasing remote-controlled (RC) cars, electronic toys, and other products.
1. Return and Replacement Window
- Customers must contact Khilona Ghar within 3 calendar days of delivery to report a damaged, defective, malfunctioning, or incorrect product.
- All requests are subject to verification, product eligibility, and the applicable terms of this policy.
- Please retain the product, packaging, accessories, and invoice until your request has been reviewed and resolved.
2. Damaged, Defective, or Incorrect Products
If you receive a damaged, defective, non-functioning, or incorrect product, please contact our customer care team within 3 calendar days of delivery.
To help us assess your claim, please provide:
- Your order number and registered contact details.
- Clear photographs of the product and its packaging.
- A continuous unboxing video, as described in Section 3, where available.
- A clear description of the problem.
After reviewing the available evidence, Khilona Ghar will determine the appropriate resolution, which may include troubleshooting assistance, repair, replacement, or a refund, as applicable.
Replacement will generally be the preferred resolution where appropriate and available. If a replacement cannot be provided, we will consider a refund or another suitable resolution in accordance with this policy and applicable law.
3. Unboxing Video Requirement
For RC cars and other products where operation or component verification is relevant, customers are required to record a complete unboxing and initial testing video. This video helps Khilona Ghar verify the product's condition at delivery and investigate claims involving damage, missing components, defects, or malfunction.
For effective verification, the video should meet the following requirements:
- Show the completely sealed shipping box — Begin recording before opening the package. The video must clearly show the completely sealed outer shipping box received from Khilona Ghar.
- Keep the required Duracell batteries ready — For RC cars that require Duracell batteries for the remote controller, keep the correct batteries ready before starting the recording. Follow the product instructions regarding battery type, polarity, and installation.
- Record in one continuous shot — The video must be recorded in a single, uninterrupted take, without cuts, pauses, editing, or other alterations.
- Show complete unboxing — Clearly capture the opening of the shipping box, the product, the included accessories, and any visible damage or missing components.
- Show battery installation and RC car testing — Where applicable, record the installation of the required batteries in the remote controller and demonstrate the RC car's operation according to the supplied instructions.
- Keep the product and reported issue visible — Ensure the video is clear enough to identify the product and observe the reported issue. Operate and test the product safely, following the supplied instructions.
Important: The unboxing video is an important part of our claim-verification process. If a requested video is unavailable or does not meet these requirements, Khilona Ghar may request additional evidence before determining the appropriate resolution. The absence of a video does not, by itself, override any rights or remedies available under applicable law.
4. No Trial Purchases or Change-of-Mind Returns
Khilona Ghar does not sell products on a trial, approval, or try-before-you-buy basis. Customers should review the product information carefully before placing an order.
We do not ordinarily accept returns solely because of a customer:
- Does not like the product after delivery.
- Changes their mind after purchasing.
- Finds that the product's size, colour, weight, appearance, or other accurately described features do not match their personal preferences.
- Purchase an RC car or another product to test it before deciding whether to keep it.
Before placing an order, please review the product specifications, dimensions, photographs, features, and customer reviews. We also recommend watching YouTube videos demonstrating the exact model, where available.
If you need clarification about a product's dimensions, features, compatibility, performance, or suitability, please contact our customer care team before purchasing.
This policy does not exclude remedies for products that are defective, damaged, incorrectly supplied, materially misdescribed, or otherwise covered by applicable consumer-protection law.
5. Product Condition and Return Eligibility
Where a return or replacement request is accepted, customers may be required to provide the product for inspection.
Unless the nature of the reported issue makes this impractical, the product should be returned with:
- Its original packaging.
- All included accessories, components, and manuals.
- Supplied cables, chargers, controllers, and other parts, where applicable.
- The original invoice or order details were available.
Please retain the original packaging until you have confirmed that the product is working properly.
Products showing damage caused by misuse, unauthorized modification, improper installation, accidents, or neglect may not qualify for a free replacement or refund, subject to applicable law.
6. Non-Returnable Products and Exceptions
Khilona Ghar generally does not accept returns for:
- Products purchased solely for trial or approval.
- Products returned due to a change of mind or personal preference.
- Customized or personalized products, where applicable.
- Clearance or sale products, except where a remedy is required by applicable law or the product qualifies under an applicable defect, damage, incorrect-item, or other legal remedy.
Normal cosmetic variations that do not materially affect the product's described features or functionality may not qualify as defects. Packaging damage that does not affect the product itself may be assessed separately.
Nothing in this section limits any rights or remedies that cannot lawfully be excluded.
7. Return Shipping and Pickup
If a return is approved, Khilona Ghar will inform the customer of the return procedure.
- Verified damage, defects, or incorrect items: Khilona Ghar will arrange or cover reasonable return shipping where applicable under this policy and applicable law.
- Other approved returns: Any applicable return-shipping charges will be communicated to the customer before the return is arranged.
- Reverse pickup unavailable: If a pickup service is unavailable, our team will provide instructions for returning the product.
Please do not send a product to an address that has not been confirmed by Khilona Ghar's customer care team.
8. Refund Policy
Refund requests are assessed after the claim has been reviewed and, where necessary, the returned product has been received and inspected.
Where a refund is approved:
- Refunds will generally be initiated within 7–10 working days after the returned product has been received and the required inspection or verification has been completed.
- Refunds for prepaid orders will generally be processed through the original payment method, where supported.
- For Cash on Delivery (COD) orders, customers may be asked to provide accurate bank account details or other information necessary to process the refund securely.
- The time taken for the refund to appear in the customer's account may depend on the payment provider or bank.
Original shipping charges are generally non-refundable, except where the return results from an error by Khilona Ghar or a refund of those charges is otherwise required under applicable law.
If your refund has not arrived within the stated period, please contact our customer care team with your order number.
9. Order Cancellation Policy
- If you wish to cancel an order, please contact Khilona Ghar as soon as possible.
- Cancellation requests are subject to the order's processing and dispatch status. Once an order has been dispatched, cancellation may no longer be possible through the standard cancellation process.
- Any eligible refund for a cancelled order will be processed in accordance with the applicable payment and refund terms and applicable law.
10. Limits of Responsibility
Khilona Ghar is not responsible for damage or malfunction caused by improper use, unauthorized modification, incorrect installation, electrical polarity or voltage issues, or user negligence, to the extent permitted by applicable law.
Customers should follow the supplied instructions and safety guidelines when assembling, charging, operating, and maintaining products.
Nothing in this section excludes statutory consumer rights or any liability that cannot legally be excluded or restricted.
11. Customer Care and Contact Information
For return, refund, replacement, or product-related queries, please contact Khilona Ghar using the following details:
Please include your order number, registered contact details, a description of the issue, and relevant photographs or video evidence when contacting us.
Our customer care team will review your request and guide you through the next steps.
12. Policy Updates
Khilona Ghar reserves the right to update this policy when necessary. The latest version published on our website will apply subject to applicable law and any protections that apply to orders already placed.
Last Updated: 29 October 2026
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