Reverse Logistics & Return Process Flow

KOSU HEMP’s reverse logistics framework is engineered to deliver a frictionless reclaim experience, optimizing customer convenience while maintaining stringent product integrity and sustainability standards. Every return or exchange request undergoes a controlled, process-driven sequence to ensure transparency and operational accuracy.

1. Overview of Reverse Logistics

Reverse logistics refers to the structured movement of products from customer to our fulfilment facility for returns, exchanges, and quality assessments.
Our architecture focuses on:

• Speed

• Accuracy

• Cost efficiency

• Sustainability

• Customer satisfaction

The process is fully integrated with our Order Management System (OMS) for real-time status tracking.

2. Step-by-Step Return Request Workflow

2.1 Step 1 — Request Submission

Customers initiate a return or exchange request through:

• “My Orders” dashboard on kosuhemp.com

• Customer support email/helpline

Required details:

• Order ID

• Product name

• Reason for return/exchange

• Supporting images (if required)

2.2 Step 2 — Request Validation

Our team reviews the customer request to:

• Validate eligibility criteria

• Verify return window

• Check for applicable exclusions

• Assign reverse pickup or self-ship instructions

Customers receive a confirmation notification once validated.

2.3 Step 3 — Reverse Pickup Scheduling

We coordinate the pickup through our authorized logistics partners.

Pickup SLA:

• Metro & Tier 1: 1–2 business days

• Tier 2 & Tier 3: 2–4 business days

Customer must ensure:

• Product is securely packed

• Original packaging, tags, labels, and accessories included

• Tamper-free condition

If the pin-code is non-serviceable, the self-ship protocol applies (detailed below).

2.4 Step 4 — Transit & Hub Arrival

Once picked up:

• Shipment is moved to the nearest consolidation hub

• Then forwarded to our main fulfilment center

• Customers may track status using the shared tracking link

Average transit time: 2–5 business days

2.5 Step 5 — Reverse QC Inspection

Upon arrival at the facility, the product enters the Reverse Quality Check Matrix.

QC team evaluates:

• Fabric integrity

• Stains, wear, or damage

• Perfume or wash indicators

• Packaging & tag condition

• Authenticity match against SKU

QC Decision Window: 24–48 hours

2.6 Step 6 — Approval or Rejection

Approved

• Refund/exchange is processed as per the customer’s request

• Customer receives an automated approval notification

Rejected

Reasons for rejection may include:

• Product used or washed

• Missing tags or original packaging

• Damage caused by improper handling

• Tampered product

• Visible signs of wear

Rejected products are returned to the customer.

2.7 Step 7 — Completion of Process

For Refunds:

• Released via original payment mode or bank transfer

• Follows the refund timeline outlined in Section 2

For Exchanges:

• Replacement dispatched within 24–48 hours post-QC approval

• Tracking details shared via SMS & Email

This marks the official closure of the return cycle.

3. Self-Ship Protocol (If Reverse Pickup Not Available)

If a customer’s location falls outside our pickup network:

3.1 Customer Responsibilities

• Pack the product securely

• Include order ID + customer details inside the parcel

• Ship to the designated address shared by customer support

3.2 Reimbursement Guidelines

• Courier charges reimbursed up to a predefined cap

• Courier receipt mandatory for reimbursement

• Reimbursement issued post-QC approval

4. Packaging Requirements for All Returns

To maintain QC compliance:

• Product must be packed in its original garment packaging

• All tags, labels, and trims must be intact

• Avoid plastic bags not aligned with sustainability norms

• Use additional external packing if necessary for safe transit

Packages not conforming to these guidelines may face return rejection.

5. Conditions Leading to Return Ineligibility

A return/exchange request may be denied if:

• Product shows signs of usage, wear, or perfume

• Item is washed or altered

• The return window of 7 days has expired

• Product is categorized as Final Sale

• Product arrives in damaged or tampered condition

• Mandatory images/videos were not provided for damage claims

6. Customer Communication Touchpoints

Throughout the reverse logistics cycle, customers receive real-time updates via:

• Email alerts

• SMS notifications

• Dashboard status updates on kosuhemp.com

Each milestone—pickup scheduling, pickup completion, hub arrival, QC result, and refund/exchange execution—is transparently communicated.

7. Sustainability & Compliance Standards

Our reverse logistics system follows:

• Low-impact transportation practices

• Minimal packaging waste guidelines

• Recycling and reprocessing initiatives

• Compliance with national logistics standards

This ensures returns management remains environmentally responsible.