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 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.

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, or festival.

This helps us ensure sufficient time for processing, delivery, and issue resolution if needed, so the customer can receive the order smoothly and on time.

3. Parcel Opening Requirement

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

• Record a clear video of the parcel immediately upon receiving it

• Record the parcel condition before opening

• Open the parcel while recording a continuous video

• Record the product clearly during unboxing

• Share the complete video with the company on WhatsApp immediately

This video is mandatory for verification and claim approval. Without a valid unboxing video, return, refund, replacement, warranty, 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

• 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

If the parcel appears altered or damaged during delivery, the customer must not accept it from the courier.

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 major manufacturing defect

• A valid unboxing video is provided as proof

Return requests without proper proof may be rejected.

6. Refund Eligibility

Refunds may be considered only in the following cases:

• Order canceled before dispatch

• Product is unavailable after payment

• Verified wrong product delivered

• Verified major damage during delivery

• Return approved after inspection

Refunds are not guaranteed in all cases and are subject to internal verification and approval.

7. Non-Returnable / Non-Refundable Items

The following items are not eligible for return or refund:

• Used products

• Products damaged after delivery

• Products without unboxing proof

• Minor color or finishing variation

• Delay caused by courier or customer unavailability

• Orders placed urgently without sufficient delivery buffer

• Custom, personalized, repaired, or altered items

• Items damaged due to misuse, mishandling, or improper storage

8. Replacement Policy

Replacement may be offered instead of refund where applicable.

A replacement may be approved if:

• Wrong item was delivered

• Item arrived damaged

• Item has a verified manufacturing defect

• Return claim is approved after review

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

9. Warranty Conditions

Warranty is applicable only where specifically mentioned for the product.

To claim warranty:

• The customer must provide a valid parcel opening video

• The issue must be reported immediately

• The item must be returned for inspection if required

• The issue must fall under valid warranty coverage

Warranty may be denied in cases of misuse, accidental damage, improper handling, or missing proof.

10. Repair & Service Conditions

Certain product issues may be covered under repair or service support, including eligible breakage or damage conditions.

Repair eligibility is subject to inspection and may depend on:

• Type of product damage

• Condition of returned item

• Availability of repair materials

• Service feasibility

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

Additional courier or service charges may apply where applicable.

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 eligible warranty period)

• Manufacturing-related defects

Customers may be required to send the product back for inspection and service.

Separate charges may apply for non-covered damage, missing parts, or customer-caused breakage.

12. Refund Processing Time

If a refund is approved, it will be processed within a reasonable time through the original payment method or another suitable method decided by the company.

Refund timelines may vary depending on:

• Payment provider

• Banking process

• Verification status

• Return approval

Transaction fees, payment gateway charges, or courier charges may be deducted where applicable.

13. Cancellation Policy

Orders may be canceled 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

14. Contact for Return / Refund Requests

For return, refund, replacement, or warranty-related requests, contact us immediately:

KANAIYA PRODUCTION HOUSE
Website : kanaiya.co
Phone : +91 84600 68379
Email : support@kanaiya.co