Return & Exchange Policy
Your satisfaction is our priority
Key Takeaways: Return & Exchange Policy
Quick Summary: KALMAYA offers a 7-day return and exchange policy for most items. Products must be completely unused, with all original tags, seals, and packaging fully intact. An unboxing video is strictly mandatory for all claims. To initiate a return, log into your account, select the order, and submit a request within 7 days of delivery. Refunds are processed within 7-10 business days after a successful quality check. Custom-made jewellery, sale items, and items showing signs of wear or perfume are strictly non-returnable.
Our Commitment to Your Satisfaction
At KALMAYA, every piece of antique temple jewellery and heritage Kanjivaram silk saree is meticulously handcrafted and curated to bring you the finest expressions of Indian artistry. We take immense pride in the quality, authenticity, and superior craftsmanship of our products. However, we understand that purchasing premium heritage items online requires absolute trust and peace of mind.
If for any reason you are not completely enchanted with your purchase, we have designed a transparent, seamless, and customer-friendly return and exchange process. Our goal is to ensure that your experience with KALMAYA remains as delightful as the timeless pieces you wear. Please read the comprehensive guidelines below to understand your eligibility and the steps involved in returning or exchanging a product.
Mandatory Unboxing Video Requirement
To claim any return, exchange, or report a damaged/missing item, an unboxing video is strictly mandatory and must be shared with us within 24 hours of delivery. This ensures a transparent and fair resolution process for both parties. Without a valid, uncut unboxing video submitted within the 24-hour window, your claim will automatically be rejected.
Step-by-Step Video Guidelines:
- 1. Show the Sealed Package: Start the video by clearly showing all sides of the unopened, sealed package. Make sure the shipping label and AWB number are clearly visible on camera.
- 2. Continuous Recording: The video must be recorded in one single, continuous take without any pauses, cuts, or edits.
- 3. No Off-Camera Opening: The package must not be opened off-camera or before the recording starts. Tear the seal and open the box entirely on camera.
- 4. Show the Defect: If the item is damaged, defective, or incorrect, clearly point out the issue on camera while the item is still in its original state and packaging.
- 5. Share within 24 Hours: The unboxing video along with your return request must be submitted via email or WhatsApp strictly within 24 hours of receiving the parcel.
Standard Return Policy
Eligible items can be returned for a refund within our stipulated timeframe.
- 7-Day Window: Requests must be made within 7 days of delivery.
- Pristine Condition: Unused, unworn, and unwashed.
- Original Packaging: All tags, boxes, and velvet pouches intact.
- Free Pickup: Complimentary return pickup for eligible pin codes.
Exchange Policy
Swap your purchase for a different design or a store credit seamlessly.
- 7-Day Exchange: Swap items within 7 days of delivery.
- Value Matching: Exchange for an item of same or higher value.
- One-Time Limit: We allow one exchange per original order.
- Store Credit: Opt for store credit with lifetime validity.
Step-by-Step Return Process
We have streamlined our return and exchange process to be as effortless as possible. Just follow these four simple steps:
Initiate Request
Log in to your account, navigate to your Order History, and select the item you wish to return or exchange.
Verification
Our support team will review your request. We may ask for images of the product and its tags for initial approval.
Doorstep Pickup
Once approved, our courier partner will pick up the securely packaged item from your address within 2-3 days.
Quality Check
The product reaches our warehouse for a final quality check before your refund or exchange is processed.
Detailed Condition Requirements
To ensure fairness to all our customers and maintain the premium hygiene standards of our jewellery and garments, returned items must pass a strict quality inspection. The product must be completely unused, devoid of any scratches, dents, or signs of wear. Jewellery pieces must not have been exposed to water, sweat, or perfumes, which can tarnish the antique gold polish.
Sarees must be folded exactly as they were received, unwashed, and unstitched. If a saree blouse piece has been cut or altered, the saree is disqualified from being returned. All original KALMAYA tags, protective seals, authenticity cards, velvet pouches, and gift boxes must be returned intact. If the protective security seal attached to the jewellery is broken or tampered with, the return will be automatically rejected.
Non-Returnable & Non-Refundable Items
Please note that for hygiene, safety, and logistical reasons, certain items are strictly excluded from our standard return policy:
- • Custom-made or personalized jewellery pieces
- • Items with broken security seals or missing tags
- • Products showing signs of wear, perfume, or damage
- • Nose pins and toe rings (strict hygiene policy)
- • Items purchased during clearance sales or flash sales
- • International orders (shipped outside of India)
Refund Processing & Timelines
Upon receiving the returned item at our warehouse, our quality control team will conduct a thorough inspection within 48 hours. If the product passes the quality check, a refund will be initiated immediately. Please allow 7 to 10 business days for the refunded amount to reflect in your original payment method (Credit/Debit Card, UPI, or Net Banking). Note that any initial shipping charges, Cash on Delivery (COD) convenience fees, or gift-wrapping charges are strictly non-refundable. For COD orders, refunds will be issued to a bank account provided by you via email or as a KALMAYA store credit.
Frequently Asked Questions
Need Further Assistance?
Our dedicated customer support team is always here to guide you through your returns and exchanges.
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