Last updated: 1 January 2026

We want you to love what you buy. This policy explains in full how returns, refunds, exchanges, order cancellations and shipping work at Kalakari Crafts, and your rights as a customer. It applies to purchases made through our website.

1. Returns Window

If you are not completely happy with your purchase, you may return most items within 7 days of delivery. To be eligible, items must be unused, in their original condition, and returned with all tags and original packaging intact. Proof of purchase (your order number) is required.

2. Non-returnable Items

For hygiene and practical reasons, certain items cannot be returned unless they are faulty, including custom or made-to-order pieces, personalised items, perishable goods, and items marked as final sale. This does not affect your legal rights in respect of faulty goods.

3. Handcrafted Products and Natural Variation

Many of our products are handmade by artisans, so slight variations in colour, texture, grain and finish are natural and are a mark of authenticity rather than a defect. Images on our website are illustrative, and screen settings can affect how colours appear. These natural variations are not grounds for a return.

4. How to Return an Item

To start a return, please contact us within the returns window with your order number and the reason for the return. We will confirm whether your item is eligible and provide a return address and instructions. Please:

• pack the item securely in its original packaging;
• include your order details inside the parcel; and
• use a tracked shipping method, as we cannot be responsible for items lost in return transit.

Return shipping costs are the customer's responsibility unless the item is faulty or incorrect.

5. Refunds

Once we receive and inspect your return, we will email you to confirm whether it is approved. Approved refunds are issued to your original payment method, typically within 7 to 10 business days of approval. The time for funds to appear depends on your bank or card provider. Original shipping charges are non-refundable unless the item was faulty or incorrect.

6. Exchanges

If you would like a different size, colour or item, the quickest way is to return the original (where eligible) for a refund and place a new order for the item you want.

7. Order Cancellations

You may cancel an order before it has been dispatched for a full refund. Once an order has been dispatched, it cannot be cancelled, but you may return it under the returns process above once it arrives.

8. Damaged, Faulty or Incorrect Items

If your order arrives damaged, faulty or incorrect, please contact us within 48 hours of delivery with your order number and photographs of the item and packaging. We will arrange a replacement or full refund, including any return shipping costs, at no charge to you.

9. Shipping and Delivery

We aim to dispatch orders promptly, and estimated delivery times and charges are shown at checkout. Delivery times are estimates and may be affected by couriers, peak periods or events outside our control. Risk in the goods passes to you on delivery. Any customs duties or import taxes on international orders are the responsibility of the customer.

10. Contact Us

For any questions about a return, refund, cancellation or delivery, please contact Kalakari Crafts using the details on our Contact page.