RETURNS & EXCHANGES POLICY

You may request a return of an eligible product within 24 hours of the delivery time recorded by our delivery partner.

The return request must be submitted within this period through the return request form.

Once your return request has been approved, the product must be handed to our collection partner or dispatched to the approved return address within 2 working days of approval, failing which the approval will lapse.

To qualify for a return, the product must be:

• Unused and unworn
• In its original condition
• Free from marks, stains, odour, perfume or customer-caused damage
• Unwashed and unaltered
• Returned with all original tags attached
• Returned with its original straps, charms, dust bag and accessories
• Securely packed to prevent damage during return transit

Please use the original packaging while returning the product. Kaafirana may decline a voluntary return where the product shows signs of use, alteration or damage after delivery, or where essential tags, straps or accessories are missing. Any decision will be made after inspection and will be communicated to you.

Where a voluntary return is approved, the customer will receive store credit rather than a monetary refund.

The following products are not eligible for a voluntary or change-of-mind return:

• Personalised or customised products
• Specially made-to-order, personalised or customised products once the agreed handcrafting or customisation process has begun
• Products altered or damaged after delivery
• Products returned without essential tags or accessories
• Products returned outside the stated return period

Discounted and sale products are not eligible for a change-of-mind return.

These exclusions do not apply where a product is damaged, defective, incorrectly supplied or materially different from its description.

All Kaafirana pieces are individually embroidered, painted, beaded, cut or assembled by hand.

Slight variations may occur in:

• Stitch or motif placement
• Hand-painted details
• Bead or pearl colour and placement
• Canvas texture
• Leather-trim tone
• Measurements
• Shape and finish

These small variations are natural characteristics of handcrafted work and give each Kaafirana piece its individual character. They are not necessarily considered defects.

This does not affect your rights where a product has broken hardware, torn or materially stained fabric, missing components, a significant construction fault, an incorrect design or colour, or is materially different from its description.

To request a return, please submit the return request form available on our website. If you require assistance, you may also contact us through email or WhatsApp using the details provided below.

Email: helpdesk@kaafirana.com
WhatsApp number: +91 9311421242

Please provide:

• Your full name
• Order number
• Product name
• Reason for the return
• Clear photographs where relevant
• Your preferred eligible resolution, such as an exchange or store credit
• Any additional information requested by our team

For a damaged, defective or incorrectly supplied product, please include photographs of:

• The complete product
• The specific issue
• Outer packaging
• Inner packaging
• Shipping label
• All accessories received

We will review your request and send you the relevant approval, collection or return instructions.

Please do not send a product to our return address without an approved return request, as unidentified parcels may delay the process.

For eligible serviceable PIN codes, Kaafirana will arrange a reverse collection through our delivery partner. Reverse collection is subject to courier availability. Our delivery partner will normally make up to 2 collection attempts.

Where reverse collection is available for your PIN code, Kaafirana may arrange collection through its authorised delivery partner.

For a voluntary return or exchange, including a change-of-mind return, the customer is responsible for the applicable return-shipping charge. Where Kaafirana arranges the collection, the applicable reasonable reverse-shipping charge may be communicated to the customer and deducted from the Kaafirana Store Credit otherwise payable.

Where reverse collection is unavailable, the customer may be asked to return the product using a reliable and trackable courier service at their own cost for a voluntary return or exchange.

Where the return is approved because the product was damaged, defective, incorrectly supplied or materially different from its description, Kaafirana will bear the reasonable return-shipping cost.

Where Kaafirana asks the customer to arrange such a return independently, reasonable standard courier charges will be reimbursed subject to submission and verification of the courier receipt. Express, same-day or premium courier charges will not be reimbursed unless approved by Kaafirana in advance.

Collection of a product does not automatically mean that the return or Kaafirana Store Credit has been approved.

Once the returned product reaches us, our team will inspect its identity, condition, tags, packaging and included accessories.

We aim to complete this inspection within 48 hours of receiving the returned product.

After inspection, we will notify you whether the return has been:

• Approved
• Rejected
• Placed on hold while additional information is requested

If a return is rejected, we will explain the reason and contact you regarding the return of the product. A reasonable reshipping charge may apply where the product did not meet the voluntary return conditions.

This charge will not apply where the rejection resulted from an error by Kaafirana.

Kaafirana does not provide monetary refunds for voluntary or change-of-mind returns. Once an eligible returned product has been received, inspected and approved, its applicable value will be issued as Kaafirana store credit.

For a voluntary return, the credit will ordinarily be based on the amount actually paid for the eligible returned product after applicable discounts. Original shipping, express-delivery or other service charges are not included in the store-credit value where those services have already been provided. Any applicable customer-borne reverse-shipping charge may also be deducted from the credit.

Where a discount applied to the order as a whole, it will be apportioned across the products in the order in proportion to their listed prices. If, after a partial return, the value of the products you keep falls below the complimentary-shipping threshold or the minimum order value of a promotion you used, the standard shipping fee or promotional benefit that no longer applies may be deducted from the store credit.

Where the original order qualified for complimentary standard shipping, no shipping amount will be included in the value of any return, exchange or Kaafirana Store Credit, as no shipping charge was paid by the customer.

Where a shipping, express-delivery or other service charge was paid and the relevant service was successfully provided, that charge will generally not form part of the Kaafirana Credit issued for a voluntary return or exchange.

The store credit will be provided through a unique code sent to your registered email address and, where available, WhatsApp within 5 working days after the return is approved.

The store-credit code:

• Each store-credit code can be used only once. Where a partial balance remains, a new code will be issued for that balance in accordance with the conditions below.
• Will be valid for one month from the date on which it is sent to you
• Can be used only on the Kaafirana website
• Cannot be exchanged for cash
• Cannot be combined with another store-credit code
• Must be entered during checkout before completing payment

Please keep the code safe. Kaafirana will not be responsible for unauthorised use where the code has been shared with another person.

The store-credit code may be applied to one order and can be used only once.

If the value of your new order is lower than the available store credit, the applicable order amount will be deducted and the remaining balance will not lapse. A new store-credit code for the unused balance will be sent to your registered email address and, where available, WhatsApp.

The new code will be valid for one additional month from the date on which it is issued and may be applied to your next order. Each newly issued store-credit code can be used only once.

If the value of your order is higher than the available store credit, the store credit may be applied first and the remaining amount must be paid through an online payment method available at checkout.

Where a product is damaged, defective, incorrectly supplied or materially different from its description, we will offer an appropriate replacement, repair, store credit or monetary refund, depending on the circumstances and the rights available under applicable law.

Where Kaafirana cancels a prepaid order before fulfilment, the amount paid will be returned to the original payment method within 5-7 working days. Order cancellations are therefore handled separately from voluntary product returns.

Where a monetary refund is approved, it will be initiated within 2 working days of approval to the original payment method, to the bank account or UPI ID you provide. The time taken for the amount to reflect in your account depends on your bank or payment provider.

Kaafirana will never request your UPI PIN, OTP, card PIN or online-banking password to issue a refund.

You may request an exchange of an eligible product within 24 hours from the recorded delivery date.

Exchanges are subject to:

• Product eligibility
• Return inspection
• Stock availability
• The requested colour or style being available
• Payment of any applicable price difference

An exchange is not reserved until the original product has been received and approved.

If the replacement product costs more than the original product, you will be asked to pay the difference before dispatch.

If the replacement product costs less, the eligible difference will be issued through a new store-credit code governed by Section 08.

Each eligible product may be exchanged once.

If the requested replacement is unavailable, you may select another available product or receive Kaafirana store credit in accordance with Section 08.

Specially made-to-order, personalised or customised products cannot be returned or exchanged because of a change of mind once the agreed handcrafting, customisation or production process has begun.

Before beginning work, we will communicate the relevant design, estimated timeline and any agreed alterations through email and, where available, WhatsApp.

If there is a material change to the agreed design, material availability or expected timeline, we will contact you with the available options.

Specially made-to-order, personalised and customised products remain eligible for review where they arrive damaged, contain a significant construction fault, are incorrectly supplied or are materially different from the details agreed with you.

If you receive a damaged, defective or incorrect product, contact us through the return request form available in the account section of the website or at helpdesk@kaafirana.com / +91 9311421242 within 24 hours of delivery. This requested notification period does not limit any rights or remedies available under applicable law.

Examples of issues that may qualify include:

• Broken hardware
• Torn canvas or fabric
• A substantial stain
• Missing straps or accessories
• A significant stitching or construction fault
• Receipt of the wrong product
• Receipt of the wrong colour
• A product materially different from its description

Please provide your order number and clear photographs showing the complete product, specific issue, packaging and shipping label.

An unboxing video may help us investigate the claim, but it is not the only form of evidence we will consider.

After reviewing the information, we may arrange collection and offer an appropriate:

• Replacement
• Repair
• Exchange
• Store credit
• Monetary refund where required under applicable law

Kaafirana will bear reasonable collection and replacement-delivery costs for an approved damaged, defective or incorrectly supplied product.

For products available in stock, you may request cancellation before dispatch. For made-to-order products, you may request cancellation before receiving the email confirming that the product has entered the handcrafting or preparation process. Once this confirmation has been sent, cancellation of the made-to-order product will no longer be available.

To request cancellation, contact us through helpdesk@kaafirana.com, website account option or at +91 9311421242 and provide your order number.

A cancellation request is considered complete only after it has been confirmed by Kaafirana.

Once an order has been dispatched, it can no longer be cancelled as an undispatched order. Refusing delivery after dispatch does not automatically constitute an approved cancellation and may be treated as a failed delivery under our Shipping Policy. Where the refusal is customer-caused, applicable return-to-origin charges may apply.

We may review or restrict voluntary return or exchange facilities where we reasonably identify:

• Repeated fraudulent claims
• Deliberate product damage
• False information
• Repeated refusal of confirmed orders
• Use of products before returning them
• Misuse of the return or exchange process

We will not use this provision to remove rights available under applicable law for products that are damaged, defective, incorrectly supplied or materially different from their description.

For return, exchange, cancellation, store-credit or eligible monetary-refund assistance, please contact:

Kaafirana Return Support
Email: helpdesk@kaafirana.com
Telephone/WhatsApp: +91 9311421242
Working hours: Monday to Saturday, 10:00 a.m. to 6:00 p.m.

Please include your order number when contacting us so that we can assist you more efficiently.