Return, Refund & Exchange Policy

Cala Caari Craft & Cinema LLP — Craft Division  |  Last Updated: September 2026

At Cala Caari, we take pride in curating brass handicrafts that celebrate traditional Indian craftsmanship.

As many of our products are handcrafted or hand-finished, slight variations in colour, texture, detailing and finish are part of their individual character.

We encourage customers to read product descriptions, dimensions and care instructions carefully before placing an order.

1. Returns and Exchanges

For eligible unused, non-customised products, customers may request a return or exchange within 7 calendar days of delivery.

To qualify under our standard change-of-mind policy, the product must:

• Be unused and in its original condition.
• Include its original packaging, accessories and accompanying items.
• Be free from damage caused by handling, misuse or improper storage.
• Be accompanied by valid proof of purchase.

Return requests are subject to verification and the exclusions stated below.

2. Damaged, Defective or Incorrect Products

If you receive a product that is damaged, defective, materially different from its description or not the item ordered, please contact us promptly.

We recommend reporting visible transit damage within 48 hours of delivery so that we can investigate and coordinate with the courier.

Please share:

• Your order number.
• Photographs of the product.
• Photographs of the outer and inner packaging, where relevant.
• A short description of the issue.

An unboxing video may help establish transit damage but is not mandatory for making a valid claim.

After reviewing the issue, we will offer an appropriate remedy, such as replacement, exchange, repair where suitable, or refund, in accordance with applicable law.

For confirmed defective, damaged or incorrectly supplied products, Cala Caari will bear the reasonable return shipping cost or arrange collection where serviceable.

3. Natural Characteristics of Handcrafted Brass

Brass is a traditional metal that develops character over time.

Depending on the product and its finish, the following may be normal:

• Minor variations in colour and tone.
• Subtle differences in hand-finished patterns.
• Slight surface irregularities arising from traditional craftsmanship.
• Natural oxidation or patina developing with age and use.

These characteristics are not automatically manufacturing defects.

However, significant undisclosed damage, unsafe construction, missing components or material differences from the product description may qualify for a remedy.

4. Non-Returnable Products Under the Standard Change-of-Mind Policy

Unless otherwise stated or required by law, the following products are not eligible for discretionary returns or exchanges:

• Personalised or customised items.
• Made-to-order products prepared to customer specifications.
• Products clearly marked as final sale before purchase.
• Products damaged through misuse, improper cleaning or accidental breakage after delivery.
• Products altered, repaired or modified by the customer.

These exclusions do not limit statutory remedies for defective, damaged, misdescribed or incorrectly supplied goods.

5. How to Request a Return or Exchange

Please contact our support team within the applicable return period.

Email: calacaari.craftandcinema26@gmail.com
Subject: Return / Exchange Request — Order #[Order Number]

Our team will review your request and provide the next steps, including return instructions or collection details.

Please do not send products to an address without receiving return instructions.

6. Return Shipping Charges

• For eligible change-of-mind returns, return shipping charges may be payable by the customer. Any applicable deductions or fees will be communicated before the return is accepted.
• For verified defective, damaged or incorrect products, reasonable return shipping costs will be covered by Cala Caari.

7. Refund Processing

• Once a returned product is received and inspected, we will communicate the outcome of the return request.
• Approved refunds will generally be initiated within 5–7 working days after approval.
• The time taken for the amount to reflect in your account depends on your bank or payment provider.
• Refunds will ordinarily be made to the original payment method, unless an alternative lawful arrangement is agreed upon.
• Where required by applicable law, refunds will be processed within the prescribed statutory timeline.

8. Exchanges

• Exchanges are subject to product availability.
• If the requested replacement is unavailable, we will discuss an alternative product or refund, as appropriate.
• Any price difference for a voluntary exchange will be communicated before confirmation.

9. Cancellations

• Orders may be cancelled before dispatch by contacting customer support.
• If an order has already been dispatched, cancellation will be handled under the applicable return process.
• Customised or made-to-order products may not be cancellable once production has begun, except where cancellation or another remedy is required by law.

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10. Contact Us

Cala Caari Craft & Cinema LLP
Email: calacaari.craftandcinema26@gmail.com
Instagram: @calacaari_craftandcinema
Website: [Official Website URL]