Refund policy
KAANSA
RETURN, REFUND & EXCHANGE POLICY
Last Updated: 6 October 2026
At KAANSA, every product is carefully inspected and packed before dispatch. As our products are handcrafted and made from brass, bronze, copper, and other traditional materials, we follow a specific return, refund, and exchange policy designed to ensure fairness, product safety, and a smooth customer experience.
Please read this Policy carefully before placing your order. Nothing in this Policy is intended to exclude or restrict any rights or remedies that cannot lawfully be excluded or restricted under applicable law.
1. No-Return Policy
KAANSA generally does not accept returns for products that are delivered in good, complete, and undamaged condition.
Returns or other remedies may be available in specific circumstances covered by this Policy, including:
• Product received damaged during delivery
• Incorrect product received
• Missing item, component, or quantity from the shipment
• Another verified fulfilment-related issue covered by applicable law or approved by KAANSA
Products generally cannot be returned solely because the customer changed their mind, does not like the product, ordered the wrong item, or no longer requires the product, except where applicable law provides otherwise.
2. Damaged Product on Delivery
If your product arrives damaged, please contact KAANSA within 48 hours of delivery.
To help us review a damage-related claim:
• The product should be unused and retained in the condition in which it was received.
• The original packaging, shipping label, protective materials, labels, accessories, and other shipment materials should be retained until the claim is resolved.
• A continuous unboxing video is strongly required for verification of delivery-condition claims and should, where possible, clearly show the package, shipping label, sealed condition, opening of the package, and condition of the product.
• Clear photographs and additional videos of the damage may be requested.
• The product should not be altered, repaired, cleaned, polished, modified, or otherwise tampered with after delivery.
• KAANSA may request the product to be returned for inspection before approving a refund or replacement.
Once the claim has been reviewed and approved, KAANSA will provide the applicable resolution in accordance with this Policy and applicable law.
3. Important Conditions for Damaged Product Claims
Please do not discard the product, packaging, shipping label, or protective materials until the claim has been completely resolved.
The product should remain in the condition in which it was received. If the product has been used, modified, repaired, further damaged after delivery, or returned without requested packaging or supporting evidence, this may affect our ability to verify and approve the claim.
KAANSA reserves the right to assess each claim based on the evidence reasonably available, the condition of the product and packaging, order records, delivery information, and applicable law.
The absence of an unboxing video may make verification more difficult, but will not by itself override any non-excludable rights available to a customer under applicable law.
4. Missing Item in Shipment
If an item, accessory, component, or quantity stated in your order is missing from the shipment, please notify KAANSA within 48 hours of delivery.
A continuous unboxing video is requested to help verify the contents of the shipment, together with photographs or other evidence where appropriate.
After reviewing the order details, packaging information, and supporting evidence, KAANSA may provide an appropriate resolution, which may include sending the missing item, replacement, or refund, as applicable.
5. Incorrect Product Received
If you receive a product different from the product ordered, please contact KAANSA within 48 hours of delivery.
The incorrect product should:
• Remain unused.
• Be retained in its original packaging.
• Include all accessories and components received.
• Be supported by photographs and an unboxing video where reasonably available or requested.
Once verified, KAANSA may arrange a replacement, return, or refund, as applicable.
6. Return of Non-Damaged Product
KAANSA generally does not accept returns of non-damaged products.
Where a return is specifically approved by KAANSA as an exception, the product must generally be unused, in its original condition, and returned with its original packaging, accessories, labels, and other included materials.
Once the returned product is received and inspected, any applicable refund will be processed only after the return is approved.
Any applicable return pickup, shipping, or handling charges will be communicated to the customer before the return is arranged, where reasonably possible.
7. Refunds
For an approved refund, the refund will generally be processed to the original payment method used for the purchase, subject to payment-gateway and banking processes.
Where a return is required, refund processing will begin after the returned product is received and inspected and the claim is approved.
The time taken for the refunded amount to reflect in the customer's account may vary depending on the payment method, bank, card issuer, or payment service provider.
KAANSA is not responsible for delays caused by banks or third-party payment providers, subject to applicable law.
8. Exchange Policy
KAANSA supports exchanges in specific verified cases, including:
• Product received damaged during delivery
• Incorrect product shipped
• Missing item or component, where an exchange or replacement is appropriate
• Other verified fulfilment-related issues approved by KAANSA
Exchange requests are subject to product availability and applicable verification requirements.
If the same product is unavailable, KAANSA may offer an alternative resolution, including a refund, where applicable.
9. Convenience Pickup & Handling Charges
Where a return or exchange pickup is approved, applicable convenience, reverse-pickup, shipping, or handling charges may apply depending on the reason for the return or exchange and the circumstances of the order.
Where such charges apply, the customer will be informed before the pickup or return is arranged, where reasonably possible.
For verified damaged, incorrect, or missing-item claims attributable to KAANSA or the delivery process, applicable charges may be waived or borne by KAANSA, subject to the circumstances and applicable law.
10. Orders Placed Through E-Commerce Platforms
For orders placed through third-party e-commerce platforms such as Amazon, Myntra, Blinkit, Instamart, or any other online marketplace or platform, the applicable return, refund, replacement, cancellation, and claim policies of the respective platform will govern the order, subject to applicable law.
Concerns relating to such orders should generally be raised through:
• The respective platform's customer support; or
• The order, help, return, replacement, or claims section available within the respective platform.
KAANSA will assist with such matters where required by the respective platform's process. However, the applicable platform policy will take precedence for orders placed through that platform, subject to applicable law.
11. Cancellation
Orders may be cancelled only where cancellation is available under the applicable order status and before dispatch.
Once an order has been dispatched, cancellation may no longer be possible.
For orders placed through third-party marketplaces, cancellation will be governed by the respective platform's cancellation policy.
Where KAANSA cancels an order, any payment already received for the cancelled order will be refunded in accordance with the applicable payment process and law.
12. How to Raise a Return, Refund or Exchange Request
For an order placed directly through KAANSA, please contact our customer support team with:
• Order ID
• Registered name and contact details
• Reason for the request
• Photographs of the product and packaging, where applicable
• Unboxing video, where applicable or requested
Our team will review the request and guide you through the next steps.
Please do not send any product back to KAANSA without receiving confirmation or return instructions from our team.
13. Inspection & Verification
KAANSA may inspect returned products, packaging, order records, photographs, videos, delivery records, and other relevant information before approving a return, refund, replacement, or exchange.
Submitting a request does not automatically guarantee approval. Each request will be assessed in accordance with this Policy, the applicable order details, and applicable law.
14. Exclusions
A return, replacement, refund, or exchange may not be available for issues arising primarily from:
• Normal characteristics or natural changes in handcrafted brass, bronze, copper, or similar materials
• Normal wear and tear
• Improper use or storage
• Negligence or accidental damage after delivery
• Unauthorized modification, repair, polishing, or alteration
• Failure to follow applicable care or usage instructions
• Incorrect personalization details supplied by the customer
• Damage caused after delivery by circumstances unrelated to KAANSA or the delivery process
This section does not limit any rights or remedies that cannot lawfully be excluded.
15. How to Reach Us
For return, refund, exchange, or order-related assistance, please contact:
KAANSA
Email: Kaansaindia@gmail.com
Phone/WhatsApp: 7269016093
Support Hours: 10am to 6pm, Monday to Saturday
Please mention your Order ID whenever contacting us so that our team can assist you efficiently.
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KAANSA
Rooted in Tradition, Crafted for Eternity.