At Kalaiva, we strive to ensure that every product you receive is crafted with care and precision. Since most of our items are personalized and made-to-order, our refund policy is slightly different from general e-commerce platforms.
Please read the following policy carefully.
1. Customized Products
No refunds or returns are offered for customized or personalized products unless:
The product is received in a damaged condition.
The product you received is significantly different from what was ordered.
Customization errors made by the customer (e.g. incorrect spelling, wrong photo uploaded) are not eligible for refund or replacement.
2. Damage During Delivery
If your order arrives damaged, defective, or broken, you must:
- Contact us within 48 hours of delivery.
- Share clear unboxing videos and photos of the damaged product and packaging.
- Send this to our support team via WhatsApp or email.
If verified, we will offer one of the following:
- A free replacement
- A partial/full refund, depending on the case
3. Wrong or Incomplete Order
If you receive:
- The wrong product
- An incomplete package
Please notify us within 48 hours of delivery with proper evidence (photos and video), and we will promptly resolve the issue.
4. Non-Returnable Items
Since most Kalaiva products are made specifically for you, returns are not accepted.
- We do not accept returns for reasons like:
- Change of mind
- Minor design or color variations due to screen/display differences
- Delay caused by courier or natural events
5. Cancellation Policy
Orders can only be canceled within 12 hours of placing the order, provided production has not begun.
After that, no cancellation or refund request will be entertained.
6. Refund Process
Once approved, refunds (if applicable) will be processed to your original payment method within 5–7 business days.
If you haven’t received your refund after this period, please check with your bank or payment provider first. If you still need assistance, contact us.
7. Contact Us
If you have any issues related to refunds or replacements, contact our support team:
📧 Email: contact@kalaiva.com
📞 WhatsApp/Call: 9359117785
We’re here to help you and ensure you have a great experience with Kalaiva.