At Cala Caari, every piece is thoughtfully selected, carefully crafted, and individually inspected before it begins its journey to you. Because many of our creations are limited-edition, handcrafted, or one-of-a-kind, we follow a carefully defined return, exchange, and refund policy.

1. Eligibility for Returns & Exchanges

You may request a return or exchange where the product:

• Arrives damaged during transit.
• Is defective or damaged at the time of delivery.
• Is incorrectly delivered or differs materially from the product ordered.
• Does not match the description, characteristics, or specifications represented on our website.

Returns and exchanges for such issues will be reviewed and resolved in accordance with this policy and applicable law.

2. Return & Exchange Request Period

Please contact us within 48 hours of delivery for products that arrive damaged, defective, or incorrect.

For eligible return or exchange requests, please email us at: calacaari.craftandcinema26@gmail.com

Please include:

• Order number + photographs/videos of the product + photographs of the outer packaging + a brief description of the issue.
• For transit-damage claims, photographs of the unopened package and packaging are particularly helpful.

3. Product Condition

For an approved return or exchange, the product should be:

• Unused and in its original condition.
• Returned with its original packaging, tags, certificates, accessories, and accompanying materials, where applicable.
• Protected appropriately for return shipment.

Products that have been used, washed, altered, damaged after delivery, or returned without required accessories or documentation may not qualify for a refund or exchange.

4. Products Not Eligible for Change-of-Mind Returns

Because Cala Caari offers limited and collectible pieces, the following products are generally not eligible for return merely because the customer has changed their mind, ordered by mistake, or no longer wants the product:

• Original handmade paintings / one-of-one artworks
• Limited-edition or customised products
• Opened or used posters/art prints where applicable
• Products specifically marked “Final Sale” or “Non-Returnable” on the product page

This does not limit applicable consumer rights relating to products that are defective, damaged, incorrectly supplied, or materially different from their description.

5. Apparel Returns & Exchanges

• For eligible apparel products, such as Cala Caari T-shirts (7-day return/exchange for eligible products), returns or exchanges may be accepted for size-related reasons or other permitted reasons only where the individual product page states that the item is returnable/exchangeable.
• The product must be unused, unwashed, unworn, and returned with its original tags and packaging.
• We recommend checking the size guide carefully before placing your order.

6. Original Artwork

• Original paintings are one-of-a-kind works of art and are therefore treated differently from standard merchandise (no change-of-mind return; damage/defect/incorrect-artwork claims accepted).
• Once an original artwork has been purchased and delivered in accordance with its listing, we generally do not accept returns solely because of a change of mind.
• However, if an original artwork arrives damaged, defective, or materially different from its listing, please contact us within 48 hours of delivery with photographs/videos. We will assess the issue and, where appropriate, arrange a replacement, repair, return, or refund.

7. Brass Handicrafts

• Our brass products are handcrafted and may contain minor variations in texture, finish, colour, patina, or detailing. Such variations are a natural characteristic of handcrafted products and are not, by themselves, considered defects.
• However, manufacturing defects, substantial damage in transit, or material deviation from the product description may qualify for a return, exchange, or refund.

8. Refunds

• Once a returned product is received and inspected, we will notify you regarding the outcome of your refund request.
• For an approved refund, the amount eligible for refund will generally be returned through the original payment method, subject to the applicable payment provider's processing timelines.
• Where required under applicable law, refunds will be processed within the prescribed period. Our stated policy and actual refund handling will not reduce any rights available to consumers under applicable law.

9. Shipping Charges on Returns & Exchanges

• Where the return or exchange is due to a product being defective, damaged, incorrectly supplied, or materially different from the product description, Cala Caari will make appropriate arrangements for the return/exchange, subject to verification.
• For any other return that Cala Caari expressly agrees to accept, return-shipping costs may be borne by the customer.

10. Cancellation Before Dispatch

• You may request cancellation of an order before it has been dispatched by contacting us as soon as possible.
• Once an order has been dispatched, cancellation may no longer be possible and the order will be subject to the applicable return provisions.
• For limited-edition, customised, or made-to-order products, cancellation conditions may differ and will be stated on the product page where applicable.

11. Refunds for Cancelled Orders

• Where an order is successfully cancelled before dispatch and a refund is applicable, the eligible amount will be refunded to the original payment method.
• Shipping charges, transaction charges, or other amounts that are non-refundable by the relevant payment provider may be treated in accordance with the applicable terms disclosed at checkout, subject to applicable law.

12. Failed Delivery / Returned-to-Sender Orders

• If an order is returned to us because of an incorrect address, repeated unsuccessful delivery attempts, refusal to accept the shipment, or failure to provide required delivery information, we may contact you to arrange re-dispatch.
• Additional shipping charges may apply for re-dispatch.

13. How to Raise a Return, Exchange or Refund Request

Please write to: calacaari.craftandcinema26@gmail.com

Subject line: Return / Exchange / Refund Request – Order #[Order Number]

Our customer support team will review the request and provide the next steps.

14. Grievance Redressal

For any unresolved complaint relating to your order, exchange, refund, return, or customer service, please contact our designated Grievance Officer:

• Name: Cala Caari Craft & Cinema LLP
• Email: calacaari.craftandcinema26@gmail.com

Cala Caari will acknowledge and address consumer complaints in accordance with applicable law. The Department of Consumer Affairs states that the e-commerce framework requires relevant information about return, exchange, refund, warranty and grievance redressal to be made available to consumers.