Please visit the order dashboard to Cancel / Return / Exchange the order. Please note that customers are allowed to initiate only one request per order for cancellation, return, or exchange.
CANCELLATION POLICY
Cancellation is allowed within 24 hours of placing the order or until the order status is ‘Processing’ (before shipment is confirmed), whichever is earlier.
Refund for Cancellation: Refunds will be issued to the same ‘bank account / card / wallet / Kusvaa website wallet’ used for placing the order.
Note: For repeated prepaid order cancellations or Return to Origin (RTO) from one or multiple accounts, Kusvaa may deduct a cancellation fee (₹100 or actual banking transaction fee, whichever is higher) plus actual shipping costs from the refundable amount.
RETURN POLICY
Return requests can be initiated only once per order and within 7 days of delivery, provided:
- Product(s) is/are unused & unwashed
- Tags are intact
- Product(s) is/are not purchased at sale/discounted price
- Product(s) is/are not custom altered
- Product(s) is/are not part of Excluded Category
Return Options:
1. Refund in Kusvaa Wallet
Amount credited to the customer’s Kusvaa wallet (valid for 3 months) will be auto-deducted from the payable amount of future orders.
Kusvaa Wallet balance is not transferable to the original payment method and can only be used for online purchases on our website.
Free reverse pickup is provided. The refund will be processed once the product(s) is picked up by our third-party courier partners and passes quality checks.
If our courier cannot collect the return or is not available, customers must ship the product(s) to our warehouse. We’ll credit ₹125 to the Kusvaa wallet as a goodwill gesture, regardless of actual shipping costs. The refund will be processed after quality checks.
If customers ship the product(s) themselves, no Return Fee applies. The refund will be processed within 7 working days after receipt and quality checks.
Near Hero Honda Chowk
Phone: +911244919407 / +918178274783
Exchange requests for product or size can be initiated only once per order and within 7 days of delivery, provided:
- Product(s) is/are unused & unwashed
- Tags are intact
- Product(s) is/are not purchased at sale/discounted price
- Product(s) is/are not custom altered
- Product(s) is/are not part of Excluded Category
Exchange Process:
Free reverse pickup is provided. The exchange order will be processed after pickup and quality checks.
If our courier cannot collect the return or is not available, customers must ship the product(s) to our warehouse. We’ll credit ₹125 to the customer’s Kusvaa wallet as a goodwill gesture, regardless of actual shipping costs. The exchange will be processed after quality checks.
Any excess amount, due to higher price of original product(s) then the price of exchange product(s), will be credited to the customer’s Kusvaa wallet (valid for 3 months). Kusvaa Wallet balance is not transferable to the original payment method and can only be used for online purchases on our website.
Warehouse Address:
Near Hero Honda Chowk
Phone: +911244919407 / +918178274783
For one size alteration, customers are expected to handle the alteration themselves, as our garments include enough margin to adjust one size larger.
CUSTOMER RESPONSIBILITIES FOR RETURNS/EXCHANGES:
Customers must pack the correct item, matching the original order (e.g., same SKU, serial number), and record a clear, continuous video of the packing process, showing:
- The item, its condition, tags, and serial number (if applicable).
- The packing and sealing process, including the return ID label
- Whenever customer support team from Kusvaa asks the customer, the customer shall provide the Kusvaa team with the packing video. Returns without a valid video may be rejected.
- At pickup, customers must get the checklist signed by the courier person confirming the item handed to the courier. The courier may verify basic details (e.g., product type, packaging).
FRAUDELENT RETURNS
Sending wrong, unrelated, or intentionally damaged items is considered fraudulent and will result in rejection of the return/refund or exchange requests. Kusvaa records the unpacking process at our warehouse and may share this evidence in disputes.
QUALITY CHECK AND DISPUTES
Returns are inspected within 3-5 working days of receipt to verify the item matches the original order. If the item is incorrect or fails quality checks, the return/exchange requests will be rejected, and the customer will be notified.
For disputes, customers must provide their packing video within 48 hours of notification. Kusvaa will review both videos to resolve the issue.
CUSTOM TAILORED / ALTERED ITEMS
No returns or exchanges are accepted for custom-sized or altered items.
SALE ITEMS
Sale, discounted, coupon, or gift voucher purchases cannot be returned or exchanged.
EXCLUDED CATEGORIES
No returns or exchanges for products in Jewellery, Mask, Rakhi, Home Linen, Jacket, or Kids Jacket categories.
NON-ACCEPTANCE OF COD ORDERS
Customers who do not accept COD orders after shipment may be restricted from placing future COD orders or required to verify mobile numbers.
INTERNATIONAL ORDERS
Kusvaa ships globally. International orders have no cancellation, return, or exchange options. Customers are responsible for paying any import charges levied by the importing country’s customs/relevant department. Any such applicable fees and duty must be paid by the customer. Failure to pay such fee/charges or non-acceptance of the order will result in non-delivery of the order without any refund.
DISCLAIMERS