Return and Refund Policy

Every Kansawala piece is handcrafted by traditional artisans, so small differences in colour, shape, weight, or finish are natural - they make each piece one of a kind, and are not defects. The following explains, simply, when we offer a return or refund.

When we will refund or replace

We will refund or replace your order if:

  • Your item arrives damaged or broken;
  • Your item is defective or not as described; or
  • You received the wrong item.

In these cases, return pickup within India is free, and you may choose a refund, a replacement, or store credit.

How long you have

For a damaged, defective, or wrong item, please tell us within 7 days of delivery. For transit damage, please report it as early as possible - ideally within 2 days - and keep the original packaging until the matter is resolved.

If you change your mind about an undamaged item, please raise the request within 7 days of delivery (see "Change-of-mind returns" below).

What we cannot accept

We are unable to accept returns in the following cases:

  • Minor natural marks such as patina, small spots, or rustic texture, which are normal for handmade metalware and can usually be cleaned;
  • Damage caused by use or incorrect care, such as overheating or dry-heating, storing water or food in copper or brass beyond the recommended time, or using harsh abrasives;
  • Natural tarnishing of brass, copper, and bronze, which is normal and a sign of pure metal rather than a defect; and
  • Normal wear and tear from regular use.

We are also unable to accept returns on gift cards.

How to raise a request

  1. Take a clear photo of the item.
  2. Submit the return form at https://kansawalas.com/apps/return_prime, or email us at info@kansawalas.com.
  3. Include your order number and tell us whether you would like a refund, a replacement, or store credit.

We will reply within 24 hours. Once your request is approved, we arrange a free pickup within India and process your refund or replacement within 10-12 working days of receiving the item and completing our quality check. Items sent back to us without first requesting a return will not be accepted.

Damages and issues

Please inspect your order on delivery and contact us immediately if the item is defective, damaged, or wrong, so we can evaluate the issue and make it right.

Refunds

Once we receive and inspect your return, we will let you know whether your refund has been approved. Approved refunds are made to your original payment method, usually within 10 working days. Please remember it can take additional time for your bank or payment provider to process and post the refund.

For Cash on Delivery (COD) orders, change-of-mind returns are refunded as store credit; if the item was damaged, defective, or wrong, you may request a refund to your bank account or UPI instead.

If more than 15 working days have passed since we approved your refund and you have not received it, please contact us at info@kansawalas.com.

Change-of-mind returns of undamaged items

As each piece is handmade, we do not usually accept undamaged items back, but we will always try to help. If we approve a change-of-mind return:

  • Please ship it back, or keep it ready for pickup, within 7 days, in unused and original condition with packaging intact;
  • Onward and return shipping charges are not refunded for change-of-mind returns; and
  • You may choose a refund or store credit (for COD orders, store credit).

Exchanges

The fastest way to get what you want is to return the item you have, and once the return is accepted, place a separate order for the new item.

International orders

We ship worldwide with extra-secure packaging and inspect every product carefully before dispatch. We do not accept returns or exchanges on international orders. The only exception is if your item arrives damaged: please email photos to info@kansawalas.com within 7 days of delivery, and we will refund up to 100% of the product value. Replacements may be arranged on a case-by-case basis, with any additional shipping cost agreed in advance. As we cannot offer return pickups outside India, we encourage you to confirm all product details with us before ordering.

Cancellations

You may cancel an order at any time before it ships, so please contact us quickly - some orders ship the same day. Payment-gateway or convenience fees are non-refundable unless the cancellation is due to our error.

Need help

For any questions about returns, replacements, or refunds, please contact us:

We acknowledge every complaint within 48 hours and aim to resolve it within one month. Nothing in this policy affects your rights under India's Consumer Protection Act, 2019.

Last updated: June 13, 2026

Understanding the Metal

Kansa is bell-metal, a bronze of copper and tin held at 78:22, meaning 78% copper to 22% tin, the traditional ratio for true Kansa.
The old way, by the maker. A hand-beaten piece is shaped from a single sheet of bronze through 24–25 rounds of heating and hammering, then finished on the lathe for its shine. Some shapes — a glass, a spoon — cannot be beaten from a sheet, so those we cast. We have made it this way in Sihor since 1945.
The metal is identical — pure 78:22 either way. Aanch is beaten by hand over flame: a charcoal-dark outside, polished within, with faint hammer marks. Dhaara is cast and finished to a smooth, modern matte. Hand-beaten takes a knock better; cast is more uniform and substantial. You choose by feel and use.
That charcoal colour is the fire's own mark — not a coating or a chemical. Pure Kansa comes out of the flame a deep charcoal-grey; impure metal turns pale yellow. It is completely safe, and it softens and evens out with regular use.
Three old tests, no paper needed: The fire — real Kansa blackens to charcoal-grey in flame; imitation turns pale yellow. The ring — tap a true piece and it sings a clear, sustained note, like a temple bell. The magnet — Kansa is non-magnetic. If a magnet sticks, it isn't pure Kansa. And buy from the maker — we mix the metal ourselves and lab-verify the 78:22 composition.

Care & Cleaning

Wash it like any vessel — a soft scrubber and normal dish liquid, then dry it well. No special powders, no precious handling. For extra shine now and then, use a metal-polishing powder or the traditional tamarind method.
Yes — but the machine's harsh soaps dull the shine over time. Wash it by hand now and then, and a light polish brings the glow back.
Serve, don't store — no more than an hour or two, especially sour or acidic dishes, as with any such metal. Serve and enjoy, then wash.
Kansa is a living metal; it may dull a little with time. A gentle wash brings it back, and a light traditional polish returns its full glow. The patina is part of its character, not a fault.
Kansa is a hard metal — stronger than ceramic, but not unbreakable. Hand-beaten pieces are worked by hammer, so they take a knock well. Cast pieces are more substantial but more brittle, so avoid hard drops. Whatever happens over the years, bring it back — we mend and re-polish.
Used every day, a generation and more. Even when it slowly thins after decades of use, it is never wasted — we take it back for the value of the metal.

Orders, Shipping & Returns

Simply add the piece to your cart and check out on the website. Many pieces are in stock and dispatch the same day. Some large sets and hand-beaten pieces are made to order — we'll tell you the timeline before you confirm.
Domestic orders typically arrive within 4–5 working days of dispatch. International orders usually take 10–12 working days. Handcrafted or made-to-order pieces may need a little longer.
Yes — we ship worldwide to most countries. Any duties or customs charges set by the destination country are the customer's responsibility, and international shipping is calculated at checkout.
You'll get a WhatsApp message and an email with your tracking (AWB) number once your order is dispatched.
Yes, as long as the order hasn't shipped yet. Once it's dispatched, we can't change it.
Every piece is handcrafted, so small differences in colour, weight, shape or finish are natural — the signature of the hand, not a defect. For anything genuinely wrong with an order, contact us and we'll make it right. Full terms are on our Return & Refund Policy page.
Every Kansawala piece can come back to us for store credit, valued at the day's metal rate — any piece, any time. Even a damaged piece is still pure bronze; the value doesn't break with it. We can promise this because we are the makers.