Return & Refund Policy
Each piece is handcrafted with care. Please read our policy on returns, refunds, and exchanges before placing your order.
Effective: 24 March 2026
Important: All products sold on qalachowk.com are non-returnable and non-exchangeable unless the product is received in a damaged condition. Please read this policy in its entirety before placing an order.
1. Scope of This Policy
This Return and Refund Policy is published in compliance with the Consumer Protection (E-Commerce) Rules, 2020 and the Consumer Protection Act, 2019. It applies to all purchases made on the Platform operated by QalaChowk Design Studio LLP (GSTIN: 08AABFQ4036B1ZP).
2. Non-Returnable & Non-Exchangeable Products
Due to the handcrafted nature of our jewellery, all products are non-returnable and non-exchangeable under normal circumstances. This includes, but is not limited to:
- Products that you have changed your mind about.
- Products with minor variations in colour, texture, weight, or finish — these are inherent to handcrafted jewellery and are not considered defects.
- Products that have been used, worn, or altered after delivery.
- Products where packaging has been damaged by the customer.
3. Damaged or Defective Products
We accept return and refund requests only in cases where the product is received in a damaged or defective condition. To be eligible for a refund, you must comply with the following procedure:
a) Mandatory Unboxing Video
You must record a continuous, unedited video while opening the parcel. The video must clearly show the sealed condition of the package before opening, the unboxing process, and the damaged/defective product. Refund requests without a valid unboxing video shall not be entertained.
b) 48-Hour Reporting Window
The refund request, along with the unboxing video and photographs of the damaged product, must be submitted within forty-eight (48) hours of delivery. Requests received after this window shall not be accepted.
c) How to Submit a Request
Send an email to care@qalachowk.com with the following details:
- Your order number.
- Your registered phone number.
- A clear description of the damage or defect.
- The unboxing video (as an attachment or a shareable link).
- Photographs of the damaged product and packaging.
4. Verification and Approval
Upon receiving your request, our team shall review the unboxing video and photographs within three (3) business days. We reserve the right to reject a refund request if:
- No unboxing video is provided, or the video is edited, incomplete, or unclear.
- The damage appears to have occurred after delivery due to misuse or mishandling by the customer.
- The request is submitted after the 48-hour reporting window.
You shall be notified of the outcome via email. Our decision in this regard shall be final, subject to your rights under the Consumer Protection Act, 2019.
5. Return Shipping
If your refund request is approved, you shall be required to ship the product back to us. The return shipping cost shall be borne by the customer. The product must be returned in its original packaging, unused and unaltered, within seven (7) days of receiving approval.
Return shipments must be sent to:
Return Address
QalaChowk Design Studio LLP
7/MA/144, Indira Gandhi Nagar,
Jagatpura, Jaipur, Rajasthan — 302017
6. Refund Process
Once we receive and inspect the returned product, the refund shall be processed as follows:
| Detail | Policy |
|---|---|
| Refund method | Original payment source (the same method used to make the purchase) |
| Refund timeline | Within seven (7) business days of receiving the returned product |
| Shipping charges refund | Original shipping charges are non-refundable. Return shipping is borne by the customer. |
| Partial damage | If only part of an order is damaged, refund shall be issued only for the affected item(s). |
Please note that your bank or payment provider may take additional time (typically 5–10 business days) to reflect the refund in your account after we initiate it.
7. Order Cancellation
You may cancel an order only if it has not yet been dispatched. To cancel, email us at care@qalachowk.com with your order number. If the order has already been dispatched, cancellation shall not be possible and the provisions of this policy shall apply.
For successfully cancelled orders, a full refund shall be issued to the original payment source within seven (7) business days.
8. Your Consumer Rights
Nothing in this policy shall limit or exclude your statutory rights under the Consumer Protection Act, 2019. If you believe your complaint has not been adequately addressed, you may:
- Contact our Grievance Officer — Mr. Neeraj Sewani at neerajsewanisrt8@gmail.com or +91 82339 27761.
- File a complaint on the National Consumer Helpline at 1800-11-4000 or at consumerhelpline.gov.in.
- Approach the appropriate Consumer Disputes Redressal Forum under the Consumer Protection Act, 2019.
For any questions regarding this policy, write to us at care@qalachowk.com or call +91 87699 31749.