Refund policy

Return & 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