Refund & Return Policy

At KANAIYA PRODUCTION HOUSE, customer satisfaction is important to us. This Return & Refund Policy explains the conditions related to order packing, returns, replacements, refunds, warranty, and customer responsibilities for purchases made through KANAIYA.CO.

By placing an order on our website, you agree to this Return & Refund Policy.

1. Packing Policy

Once an order is received, the company prepares and securely packs the parcel before dispatch.

Before shipment, a parcel packing video may be recorded and shared with the customer through WhatsApp for order verification and product condition reference. This helps confirm the packing condition of the product before dispatch.

The parcel packing video is intended solely for order verification purposes and confirms the condition of the products at the time of packing. It does not constitute proof of the parcel’s condition after it has been handed over to the courier partner for shipment.

2. Order Timing Recommendation

For safe and timely delivery, customers are strongly advised to place orders at least 15 to 17 days before any event, function, wedding, or festival.

This helps us ensure sufficient time for order processing, shipping, delivery, and issue resolution if required, allowing customers to receive their orders smoothly and on time.

Please note that delivery timelines are estimates only and may vary depending on courier operations, destination, weather conditions, or other unforeseen circumstances.

we will accept return , exchange and replacement with in 7 working days, once we receive the product,we will replace it with in 7 working days.

3. Parcel Opening Requirement

To be eligible for any return, replacement, warranty, or claim, the customer must:

Record a clear video of the sealed parcel immediately upon receiving it.
Record the outer condition of the parcel before opening it.
Open the parcel while recording one continuous, uninterrupted video.
Clearly record all products and packaging materials during the unboxing process.
Share the complete unedited video with the company through WhatsApp immediately after opening the parcel.

The unboxing video must begin before opening the sealed parcel and continue without interruption until all contents are fully visible.

Edited, paused, incomplete, blurred, or unclear videos may not be accepted as valid evidence for any return, replacement, refund, warranty, or damage claim.

Without a valid unboxing video, return, refund, replacement, warranty, missing item, wrong product, or damage claims may not be accepted.

4. Customer Responsibility

It is the customer’s responsibility to:

Compare the received parcel with the parcel packing video shared by the company (if provided).
Check the outer condition of the parcel before accepting delivery.
Refuse delivery if the parcel appears tampered with, damaged, opened, or altered.
Immediately report any visible issue to the company.
Verify all received products immediately after delivery.
Report any missing item, incorrect product, damaged product, or manufacturing defect within 24 hours of successful delivery.

If the parcel appears altered or damaged during delivery, the customer should refuse to accept the parcel whenever possible and immediately notify both the courier partner and KANAIYA PRODUCTION HOUSE.

5. Return Eligibility

A return request may be accepted only if:

The wrong product was delivered.
The product was physically damaged during transit.
The parcel was received in tampered condition.
The received item has a verified major manufacturing defect.
A valid and complete unboxing video is provided as proof.

Return requests must be submitted within 24 hours of successful delivery unless otherwise specified for a particular product.

Return requests without sufficient proof or submitted after the applicable reporting period may be rejected.

6. Refund Eligibility

Refunds may be considered only in the following cases:

Order cancelled before dispatch.
Product is unavailable after payment.
Verified wrong product delivered.
Verified major damage during transit.
Return approved after inspection.

Refunds are not guaranteed in all cases and are subject to inspection, internal verification, and final approval by KANAIYA PRODUCTION HOUSE.

Approval of a return request does not automatically guarantee a refund. Refund eligibility shall be determined only after inspection and verification by KANAIYA PRODUCTION HOUSE.

Once Refund is approved, we will credit the refund amount with in 10 working days

7. Non-Returnable / Non-Refundable Items

The following items are not eligible for return or refund:

Used or worn products.
Products damaged after successful delivery.
Products without a valid unboxing video.
Products showing signs of use, wear, scratches, or alteration.
Minor colour, polish, finish, texture, or size variations due to photography, lighting, monitor settings, or manufacturing processes.
Delay caused by courier services or customer unavailability.
Orders placed urgently without sufficient delivery buffer.
Customized, personalized, repaired, or altered products.
Products damaged due to misuse, mishandling, improper storage, water exposure, perfume, cosmetics, chemicals, sweat, or accidental damage.
Products returned without original packaging or accessories where applicable.
Free gifts, promotional items, or complimentary products.
Earrings or personal-use jewellery items where returns are restricted for hygiene reasons (where applicable).

Products falling under any of the above conditions shall not qualify for return, replacement, or refund unless otherwise required under applicable law.

8. Replacement Policy

Replacement may be offered instead of a refund wherever applicable.

A replacement request may be approved only if:

The wrong product was delivered.
The product arrived damaged during transit.
The product has a verified manufacturing defect.
The return claim is approved after inspection by KANAIYA PRODUCTION HOUSE.

Replacement processing time may vary depending on stock availability, product availability, and logistics.

Replacement products may be new or equivalent products of the same value, depending on stock availability and the company’s discretion.

9. Warranty Conditions

Warranty is applicable only where specifically mentioned on the respective product page.

To claim warranty:

The customer must provide a valid and complete parcel opening (unboxing) video.
The issue must be reported immediately after it is identified.
The product must be returned for inspection if requested by the company.
The issue must fall within the applicable warranty coverage.

Warranty may be denied in cases of:

Misuse or improper handling
Accidental damage
Missing proof of purchase or required evidence
Unauthorized repairs or modifications

Warranty covers only manufacturing defects specifically covered under the applicable warranty terms. Normal wear and tear, colour fading due to regular usage, accidental damage, improper storage, water exposure, perfume exposure, cosmetic or chemical exposure, misuse, negligence, or unauthorized repairs are not covered under warranty.

10. Repair & Service Conditions

Certain product issues may be eligible for repair or service support, depending on the nature of the issue.

Repair eligibility is subject to inspection and may depend upon:

Type of product damage
Condition of the returned product
Availability of repair materials
Technical feasibility of repair

Repair timelines may take approximately 7 to 45 business days, depending on the nature of the issue.

Additional courier charges, repair charges, material charges, or service charges may apply where applicable.

Customers are responsible for sending the product to the company for inspection unless otherwise specified. Return shipping charges after repair or service may also apply in accordance with the company’s service policy.

11. Damaged / Broken Item Conditions

In eligible cases, repair or service support may be provided for issues such as:

Stone loosening
Minor fitting issues
Plating-related issues (within the applicable warranty period)
Manufacturing-related defects

Customers may be required to return the product for inspection before any repair, replacement, or warranty claim is approved.

Separate charges may apply for customer-caused damage, accidental breakage, missing parts, misuse, or damage not covered under warranty.

KANAIYA PRODUCTION HOUSE reserves the right to inspect the returned product before approving any repair, replacement, warranty, or refund request.

12. Refund Processing Time

If a refund is approved, it will be processed within a reasonable period through the original payment method wherever technically possible, or through another suitable method determined by the company.

Refund timelines may vary depending on:

Payment provider
Banking process
Verification status
Return approval

Payment gateway charges, courier charges, COD handling charges (if applicable), taxes, and other non-refundable processing fees may be deducted wherever permitted under applicable law.

Approval of a refund does not guarantee immediate credit to the customer’s account, as processing times may vary depending on the respective bank or payment service provider.

13. Cancellation Policy

Orders may be cancelled only before dispatch.

Once an order has been packed, processed, or shipped, cancellation may not be possible.

KANAIYA PRODUCTION HOUSE reserves the right to cancel any order due to:

Product unavailability
Payment issues
Incorrect customer information
Suspicious or fraudulent activity

Orders placed during promotional campaigns, clearance sales, limited-time offers, festive sales, or special discount events may not be eligible for cancellation unless required under applicable law.

14. Product Appearance

Product images displayed on KANAIYA.CO are for illustrative purposes only.

Slight variations in colour, polish, texture, finish, size, appearance, or packaging may occur due to photography lighting, monitor settings, screen resolution, handcrafted manufacturing processes, or batch variations.

Such variations shall not be considered manufacturing defects and shall not qualify for any return, replacement, or refund.

15. Fraudulent Claims

KANAIYA PRODUCTION HOUSE reserves the right to reject any return, replacement, warranty, or refund request if fraudulent activity, false claims, manipulated evidence, altered products, misuse of the return process, or any attempt to obtain unfair benefits is suspected.

The company also reserves the right to refuse future orders, suspend customer accounts, initiate legal action where applicable, or report fraudulent activities to the appropriate authorities.