Return, Replacement, Cancellation And Refund Policy

Last updated: 16 July 2026 

This Return, Replacement, Cancellation and Refund Policy applies to products purchased from the official online store of Kenbee Edutech Private Limited at shop.kenbeeschoolbooks.com. 

This Policy should be read together with our Terms and Conditions, Privacy Policy and Shipping and Delivery Policy. 

By placing an order through the Website, you acknowledge and agree to the terms stated in this Policy. 

1. Scope of This Policy
   
   

This Policy applies to physical products purchased directly from the Kenbee online store, including: 

• Individual books; 

• Class-wise book sets; 

• Subject-wise book sets; 

• Complete curriculum sets; 

• Workbooks; 

• Activity books; 

• Teacher resources; 

• Educational materials; and 

• Other physical products listed on the Website.
   

Products purchased from a third-party marketplace, distributor, bookseller, school or unauthorised seller must ordinarily be returned to the original seller according to that seller’s policy. 

2. Our Return Principles
   
   

Kenbee aims to ensure that customers receive the correct books in proper and usable condition. 

Subject to verification, we will provide an appropriate replacement, return or refund where: 

1. The product received is damaged; 
2. The product has a material printing, binding or manufacturing defect; 
3. The customer receives a different product from the one ordered; 
4. One or more books or components are missing from a set; 
5. The quantity delivered is different from the quantity ordered; 
6. The product materially differs from its description on the Website; 
7. The shipment is confirmed as lost before delivery; or 
8. The order is delivered later than the stated delivery schedule for reasons not covered by force majeure or circumstances beyond our reasonable control. 
   
   

Nothing in this Policy limits any statutory right available to a consumer under applicable Indian law. 

3. Return Request Period
   
   

3.1 Damaged, defective, incorrect or incomplete orders 

Customers should report a damaged, defective, incorrect or incomplete order within 48 hours of delivery. 

Early reporting helps us verify the condition of the shipment and raise a claim with the courier or fulfilment provider. 

A genuine statutory claim will not automatically be rejected only because it was submitted after 48 hours. However, delayed reporting may make verification more difficult, particularly where the product has been opened, used, written upon, handled or stored after delivery. 

3.2 Change-of-mind or wrong-selection returns 

A customer may request a return within 7 calendar days of delivery where: 

• The wrong class, level, subject or product was selected by the customer; 

• The customer ordered an incorrect quantity; 

• The product is no longer required; or 

• The customer otherwise changes their mind. 

Such a return is discretionary and will be accepted only when the product satisfies all conditions stated in this Policy. 

4. Conditions for Change-of-Mind Returns

A product returned because of customer choice or incorrect selection must: 

1. Be unused and in resaleable condition; 
2. Have no writing, colouring, marking, highlighting or erasing; 
3. Have no folded, torn, loose, stained or damaged pages; 
4. Have no damaged cover, spine or binding; 
5. Include all books and components originally supplied; 
6. Include original packaging, labels and invoice, where available; 
7. Not have been photocopied, scanned, reproduced or digitally recorded; 
8. Not have been exposed to water, moisture, food, smoke or other damaging conditions; and 
9. Be securely packed for return transportation. 
   
   

Opening normal courier packaging solely to inspect the product will not by itself make the product non-returnable, provided the book remains unused and undamaged. 

Kenbee may reject a change-of-mind return where the product cannot reasonably be resold as new. 

5. Products That Cannot Be Returned

Except where the product is defective, damaged, incorrect, incomplete, materially misdescribed or otherwise required to be accepted under applicable law, returns will not be accepted for: 

• Books that have been used; 

• Books containing writing, colouring, drawing, highlighting or erasing; 

• Books with folded, torn, stained, wet or missing pages; 

• Products with damaged covers, spines or binding caused after delivery; 

• Incomplete book sets or bundles; 

• Individual books removed from a complete set; 

• Products returned without supplied accessories or components; 

• Personalised, customised or specially printed products; 

• Digital downloads or electronically delivered materials once accessed; 

• Free samples, complimentary books or promotional gifts; 

• Clearance products specifically marked as non-returnable or final sale; 

• Products purchased from third-party sellers; 

• Products damaged because of improper storage or handling; 

• Products suspected of having been copied, scanned or reproduced; and 

• Returns requested after the applicable return period without a valid reason. 
  
  

These restrictions do not apply where they would unlawfully limit a consumer’s rights relating to defective, deficient, incorrect, unsafe, spurious or materially misrepresented products. 

6. Complete Book Sets and Bundles

Kenbee books may be sold as class-wise, subject-wise or complete sets. 

Where a set or bundle is returned: 

• All books and components forming part of the set must be returned together; 

• Individual books from a set cannot ordinarily be returned separately; 

• Free items or promotional materials supplied with the set must also be returned; 

• The entire set must satisfy the applicable return conditions; and 

• Refunds will be calculated according to the actual amount paid for the set.
   

If only one book in a set is damaged, defective, incorrect or missing, Kenbee may replace the affected book instead of requiring the entire set to be returned. 

Where individual replacement is not possible, Kenbee may replace the complete set or provide an appropriate refund. 

7. Minor Variations That Are Not Defects

A return or replacement will not ordinarily be approved solely because of: 

• Minor colour differences caused by screen or display settings; 

• Minor variations in printing shade; 

• Small differences in packaging; 

• Updated cover design where the educational content and edition remain substantially the same; 

• Normal manufacturing tolerances; 

• Minor marks on external courier packaging that do not affect the books; 

• A customer’s personal preference regarding illustrations, page layout or learning style; or 

• The product being more or less difficult than expected for a particular child. 
  
  

A material printing error, missing content, unusable binding or another issue substantially affecting the book’s use may qualify as a defect. 

8. How to Request a Return or Replacement

To request assistance, contact Kenbee customer support and provide: 

• Order number; 

• Customer’s full name; 

• Registered mobile number or email address; 

• Product name; 

• Reason for the request; 

• Number of affected products; 

• Photographs of the product; 

• Photographs of the outer package and shipping label, where relevant; and 

• Any other information reasonably required to verify the issue. 
  
  

For damaged, incomplete or incorrect deliveries, customers should provide clear photographs showing: 

1. The outer package; 
2. The courier label; 
3. All products received; and 
4. The specific damage, defect, incorrect item or missing component. 

An unboxing video may assist verification but will not be the sole basis for rejecting an otherwise genuine and verifiable complaint. 

Customers should retain the books, invoice, packaging and shipping label until the request has been resolved. 

9. Return Authorisation

Products should not be sent back without first contacting Kenbee and receiving return instructions. 

After reviewing the request, we may: 

• Approve a replacement; 

• Approve a return and refund; 

• Request additional photographs or information; 

• Arrange a reverse pickup; 

• Ask the customer to self-ship the product; 

• Resolve a missing-component issue without collecting the entire order; or 

• Reject the request with an explanation. 
  
  

Approval of a return request does not automatically guarantee a refund. The returned product may be inspected after receipt to confirm that it meets the applicable return conditions. 

10. Return Pickup

Where reverse-pickup service is available, Kenbee may arrange collection from the original delivery address. 

Reverse pickup depends on courier serviceability and may not be available in all postal codes. 

The customer must: 

• Pack the product securely; 

• Include all relevant books and components; 

• Keep the package ready on the scheduled date; 

• Respond to courier calls; and 

• Obtain or retain a pickup acknowledgement where available. 
  
  

If pickup fails because the customer is unavailable, unreachable or has not packed the product, another pickup may be subject to availability or an additional charge. 

11. Self-Shipping a Return

Where reverse pickup is unavailable, the customer may be asked to send the product to the return address provided by Kenbee. 

The customer should: 

1. Use a reliable courier service with tracking; 
2. Pack the books securely to prevent transit damage; 
3. Write the order number inside the package; 
4. Retain the courier receipt and tracking number; and 
5. Send the tracking details to Kenbee. 
   
   

Customers should not send returns by cash-on-delivery freight unless specifically authorised. 

For an approved return caused by a Kenbee error, verified reasonable return-shipping expenses may be reimbursed up to the amount communicated or approved by Kenbee. 

For a change-of-mind or customer-selection return, return-shipping costs will be borne by the customer. 

12. Inspection of Returned Products

Returned products may be inspected after they reach Kenbee. 

Inspection may include verification of: 

• Product identity; 

• Quantity; 

• Completeness of the set; 

• Page condition; 

• Cover and binding condition; 

• Signs of use or writing; 

• Supplied accessories or promotional items; and 

• Reason stated in the return request. 
  
  

Inspection is usually completed within 3 to 5 business days after receipt of the returned package. 

If the product meets the return conditions, the replacement or refund will be approved. 

If the product does not meet the return conditions, Kenbee may: 

• Reject the return; 

• Provide photographs or an explanation; 

• Ask the customer to arrange collection of the product; or 

• Reship the product after payment of the applicable shipping charge. 
  
  

13. Replacement Policy

Subject to availability, a replacement may be provided where: 

• A product is damaged; 

• A product has a material manufacturing defect; 

• An incorrect product was delivered; 

• A book or component is missing; or 

• The delivered quantity is incorrect. 
  
  

The replacement will ordinarily be for the same product, class, subject, edition and quantity originally ordered. 

A replacement cannot ordinarily be exchanged for another class, subject or product solely because the customer changed their mind. 

Where the same product is unavailable, Kenbee may offer: 

• A suitable equivalent product with the customer’s approval; 

• Store credit, where accepted by the customer; or 

• A refund of the amount paid for the unavailable product. 
  
  

Replacement dispatch will normally begin after the return is collected or verified. In suitable cases, Kenbee may dispatch a replacement without first collecting the affected product. 

14. Exchange Policy

Kenbee does not ordinarily provide direct exchanges for customer-choice changes. 

Where a customer wishes to purchase a different: 

• Class; 

• Level; 

• Subject; 

• Book set; 

• Edition; or 

• Quantity, 
  
  

the original product may be returned under the change-of-mind conditions, after which a fresh order can be placed. 

Any difference in product price or shipping charge will apply to the new order. 

15. Order CancellationBeforeDispatch 

A customer may request cancellation before the order is dispatched. 

A full refund will ordinarily be provided for an eligible prepaid order cancelled before dispatch. 

Cancellation cannot be guaranteed after: 

• Packing has begun; 

• A shipping label has been generated; 

• The package has been handed over to a courier; 

• The order has been marked as dispatched; or 

• Special procurement or printing has begun for the order. 
  
  

To request cancellation, contact customer support immediately with the order number and registered contact details. 

16. CancellationAfterDispatch 

Once an order has been dispatched, it cannot normally be cancelled in transit. 

The customer may: 

• Accept delivery and request a return, subject to this Policy; or 

• Refuse delivery, in which case the shipment may be treated as a customer-initiated return. 
  
  

Where an intact shipment is refused without a valid reason, applicable forward-shipping and return-to-origin charges may be deducted from the refund. 

Customers should not refuse a visibly damaged or tampered package merely to avoid such deductions. A valid refusal due to visible transit damage should be reported promptly to Kenbee. 

17. Cancellation byKenbee

Kenbee may cancel an order before dispatch where: 

• The product is unavailable; 

• An incorrect price was displayed because of an obvious error; 

• Payment was unsuccessful or reversed; 

• The delivery address is incomplete or unserviceable; 

• The order cannot be verified; 

• Fraudulent or suspicious activity is detected; 

• The quantity ordered exceeds permitted limits; 

• A force majeure event prevents fulfilment; or 

• The order violates the Website’s Terms and Conditions. 
  
  

Where Kenbee cancels a prepaid order, the amount received for the cancelled products and applicable shipping charges will be refunded. 

18. Refund Eligibility

A refund may be approved where: 

• An eligible return has been received and inspected; 

• A replacement product is unavailable; 

• Kenbee cancels a prepaid order; 

• A prepaid shipment is confirmed as lost before delivery; 

• The delivery location is found to be unserviceable; 

• The customer receives a materially incorrect or defective product and chooses a refund where legally or operationally appropriate; or 

• A refund is otherwise required under applicable law. 
  
  

Refunds will be based on the amount actually paid after applying coupons, discounts, promotional benefits and other adjustments. 

19. Refund Method

Refunds for prepaid orders will ordinarily be initiated to the original payment method. 

Depending on the original payment method, refunds may be made to: 

• Credit or debit card; 

• UPI account; 

• Net-banking account; 

• Wallet; 

• Payment-gateway account; or 

• Another mutually agreed payment method. 
  
  

For cash-on-delivery orders, an approved refund may be processed through: 

• Bank transfer; 

• UPI transfer; or 

• Another verified electronic payment method. 
  
  

The customer may be required to provide accurate bank or UPI details for a cash-on-delivery refund. 

Kenbee will not request a UPI PIN, card PIN, CVV, internet-banking password or one-time password for issuing a refund. 

20. Refund Processing Time

Once a refund is approved, Kenbee will normally initiate it within 5 business days. 

After initiation, the time required for the amount to appear in the customer’s account may depend on the: 

• Bank; 

• Card network; 

• UPI provider; 

• Wallet provider; 

• Payment gateway; or 

• Original payment method. 
  
  

The amount may generally take an additional 5 to 10 business days to appear after initiation. 

Kenbee cannot control processing delays caused by the customer’s bank or payment provider, but will provide available transaction or refund-reference details on request. 

21. Shipping-Charge Refunds
    
    

21.1 Kenbee error or product issue 

Original shipping charges will ordinarily be refunded where the complete order is returned because: 

• Kenbee supplied the wrong product; 

• The product was damaged or materially defective; 

• The order was incomplete; 

• The product materially differed from its description; or 

• The shipment was lost or could not be delivered for reasons attributable to Kenbee or its delivery provider. 
  
  

Where only one product from a multi-product order is returned, the original shipping charge may not be refundable if the remaining products were delivered correctly. 

21.2 Customer-choice return 

For change-of-mind, wrong-class, wrong-subject or incorrect-quantity returns: 

• Original shipping charges will not ordinarily be refunded; 

• Reverse-shipping charges will be borne by the customer; and 

• Any return-to-origin charge may be deducted from the refund where delivery was refused or failed for a customer-related reason. 
  
  

22. Promotional Discounts and Coupons

Where an order was purchased using a discount, coupon or promotional offer: 

• The refund will be limited to the amount actually paid for the returned product; 

• The promotional discount may be allocated proportionately across products; 

• A used coupon may not be reinstated; 

• A free gift must be returned where the qualifying purchase is returned; and 

• The value of an unreturned promotional gift may be deducted from the refund. 
  
  

If returning part of an order causes the remaining order to fall below the eligibility threshold for a discount or free-shipping offer, the refund may be adjusted accordingly, provided the calculation is fair and clearly explained. 

23. Partial Refunds

A partial refund may be provided where: 

• Only part of an order is returned; 

• Only one book in a set cannot be replaced; 

• A promotional adjustment applies; 

• The customer agrees to retain a product with a minor issue; 

• A component is missing and replacement is unavailable; or 

• Applicable shipping or return charges are lawfully deductible. 
  
  

No partial refund settlement will remove statutory consumer rights unless the customer knowingly accepts the settlement after receiving adequate information. 

24. Failed Deliveries and Return to Origin

Where an order is returned to Kenbee because of: 

• Incorrect or incomplete address; 

• Incorrect postal code; 

• Unreachable telephone number; 

• Customer unavailability; 

• Customer refusal; 

• Failure to pay for a cash-on-delivery order; 

• Failure to collect the shipment; or 

• Repeated unsuccessful delivery attempts, 
  
  

Kenbee may deduct actual forward-shipping and return-to-origin charges from the refund of a prepaid order. 

Where Kenbee or the courier caused the failed delivery despite the customer providing correct information and being reasonably available, no such deduction will ordinarily be made. 

25. Lost or Undelivered Orders

If tracking indicates delivery but the customer has not received the package, the customer should contact Kenbee promptly. 

Kenbee may investigate with the courier and request: 

• Confirmation of the delivery address; 

• Confirmation from family members, reception or security personnel; 

• Delivery proof; 

• Courier records; and 

• Other relevant information. 
  
  

Where an order is confirmed as lost before valid delivery, Kenbee will ordinarily provide a replacement or refund, subject to product availability. 

26. Duplicate Payments

Where a customer is charged more than once for the same confirmed order, the additional verified payment will be refunded. 

The customer should provide: 

• Order number; 

• Payment dates; 

• Amounts deducted; 

• Transaction references; and 

• A bank or payment screenshot that does not expose confidential credentials. 
  
  

Duplicate-payment refunds will be processed after verification with the payment gateway or bank. 

27. Failed Payment but Amount Deducted

Where a payment appears unsuccessful but money has been deducted, the amount may be automatically reversed by the bank or payment provider. 

Customers should first allow the normal reversal period stated by their payment provider. 

If the amount is not reversed, contact Kenbee with the transaction reference and relevant payment details. We will check whether the payment was received and assist with order confirmation or refund as appropriate. 

28. Bulk, School and Institutional Orders

Bulk orders placed by schools, distributors, booksellers or institutions may be governed by separate terms stated in: 

• A quotation; 

• Purchase order; 

• Invoice; 

• Distributor agreement; 

• Institutional supply agreement; or 

• Written communication accepted by both parties. 
  
  

Bulk orders may not be returnable because of excess stock, reduced admissions, incorrect forecasting, unsold inventory or changed requirements unless return rights were agreed in writing. 

However, damaged, defective, incorrect or incomplete bulk deliveries will be reviewed and resolved according to the applicable written agreement and law. 

Where no separate terms exist, this Policy will apply to the extent reasonably suitable for the nature and volume of the order. 

29. Suspected Misuse or Fraud

Kenbee may investigate or reject a return or refund request where there are reasonable grounds to suspect: 

• A different product has been returned; 

• Books have been used and presented as unused; 

• Pages or components have been removed; 

• Damage occurred after delivery; 

• Photographs or evidence have been manipulated; 

• The same issue has been claimed repeatedly; 

• A product has been copied or scanned before return; 

• Promotional offers have been misused; or 

• The request otherwise appears fraudulent. 
  
  

Kenbee will not reject a genuine complaint merely because supporting evidence requires verification. 

Accounts associated with repeated fraudulent activity may be restricted, without affecting any statutory rights connected with genuine purchases. 

30. Customer Support

For cancellation, return, replacement or refund requests, contact: 

Kenbee Edutech Private Limited 
D-274, Bani Park 
Jaipur, Rajasthan 302016 
India 

Email: connect@kenbee.co.in 
Telephone: +91 977-332-3310 / +91 977-332-3301 
Online store: shop.kenbeeschoolbooks.com 

When contacting customer support, include: 

• Order number; 

• Registered mobile number or email address; 

• Product details; 

1. Reason for the request; and 
2. Supporting photographs, where applicable.
   
   
   31. Changes to This Policy

Kenbee may revise this Policy to reflect changes in: 

• Products; 

• Shipping operations; 

• Payment methods; 

• Return facilities; 

• Website functionality; 

• Business practices; or 

• Applicable law. 
  
  

The revised Policy will be published on the Website with an updated effective date. 

Changes will ordinarily apply to orders placed after publication. Orders already accepted will remain governed by the terms communicated when the order was placed, unless a change is legally required or agreed with the customer.