Cancelling an order

Every order moves into Processing the moment it’s placed. You can cancel while it’s still in Processing (before it’s dispatched), or within 24 hours of placing it — whichever comes first.

Your refund: The amount goes back to the same bank account, card, wallet, or Kusvaa Wallet you used to pay.

Repeated cancellations: If prepaid orders are cancelled repeatedly, or come back to us undelivered (RTO), from one or more accounts, we may deduct a cancellation fee of ₹100 or the actual banking transaction fee, whichever is higher, along with actual shipping costs.

Returns

A return — whether you’d like a refund or an exchange — can be raised within 7 days of delivery, as long as the product is:

• Unused and unwashed
• Tags intact
• Not one of the non-returnable items listed below

Non-returnable items

• Custom or altered items — custom-sized or altered products.
• Sale items — anything bought with a sale, discount, coupon, or gift voucher.
• Excluded categories — Jewellery, Masks, Rakhis, Home Linen, Jackets, and Kids’ Jackets.

Heads up — a refund or exchange request forfeits a prepaid order’s cashback to Kusvaa Wallet.

Exchanges

Exchange for a different product or size. Exchanges are final — an order allows only one return request, so an exchanged order can’t be returned (refunded or exchanged) again.

If your original item cost more than the exchange item, the difference is credited to your Kusvaa Wallet (valid 3 months, non-transferable, website use only).

Just need one size up or down? Our garments are cut with enough margin to adjust by one size, so we ask that you handle a single-size alteration yourself.

Refunds

You can choose where your refund goes:

Return pickup & shipping

We arrange reverse pickup for returns, but you’ll need to self-ship the item to our warehouse in two cases:

• when you choose to self-ship, or
• when reverse pickup isn’t serviceable for your address.

Reverse pickup is a separate courier service from delivery, so its availability can differ from forward delivery and may not be offered even where your order was delivered. Your refund or exchange is processed once the item reaches us and passes our quality check.

For self-shipments

Share your courier tracking details within 7 days of raising the request — the parcel can follow later. Otherwise the request is cancelled.

Before pickup or shipping, please:

• Pack the correct item — the exact product from your order (same SKU / serial number).
• Film the packing — one continuous video showing the item’s condition, tags, serial number (if any), the return ID label, and the sealing. Keep it safe. Returns without a valid packing video are rejected.
• At pickup — have the courier sign the checklist confirming handover; they may verify the item and packaging.

Fraudulent returns

Sending a wrong, unrelated, or deliberately damaged item is treated as fraudulent, and the return (refund or exchange) will be rejected. We record the unpacking of every return at our warehouse and may share this footage to resolve disputes.

Quality checks & disputes

Every return is inspected within 3–5 working days of us receiving it, to confirm it matches your original order. If the item is incorrect or doesn’t pass the quality check, the return is rejected and we’ll let you know.

If you’d like to dispute the outcome, please send your packing video within 48 hours of that notification. We’ll review both your video and our warehouse footage to settle it fairly.

COD & undelivered orders

Refused COD orders: If a COD order isn’t accepted after shipment, we may restrict future COD orders on that account or ask you to verify your mobile number.

Undelivered prepaid orders: If a prepaid order is returned to us undelivered, and we don’t receive your instructions — before it reaches our warehouse — to either refund your original payment method or reship the order, the order amount is credited to your Kusvaa Wallet (valid 3 months, non-transferable, website use only).

International orders

We ship worldwide. Please note that international orders can’t be cancelled or returned (refund or exchange).

Any import charges or customs duties levied by the destination country must be paid by the customer, over and above the amount already paid for the order. If these charges aren’t paid, or the order isn’t accepted, it won’t be delivered and no refund will be issued.

Disclaimers & care

Please read and follow the points below. These are inherent to our handcrafted products or part of their care — they are not defects and are not grounds for a return.