Shipping Policy

India: Free shipping for orders above ₹750. For orders below ₹750, a shipping fee of ₹118 (including GST) applies.

International: Free shipping for orders above US$150, EUR150, AUD250, GBP125, AED550, MYR700, SGD200, or CAD200. Below these thresholds, shipping fees are:

US$25 (USD), EUR25 (EUR), AUD40 (AUD), GBP20 (GBP), AED100 (AED), MYR120 (MYR), SGD35 (SGD), or CAD35 (CAD).

Order value is calculated after applying discounts/VAT/GST or other applicable charges.

Shipping charges paid for an order are non-refundable in case of return.

 

DELIVERY TIMELINES

Depending on the address, courier availability, and external factors, we strive to deliver products in excellent condition and as quickly as possible:

India: 1-15 days; International: 3-25 days.

 

TAMPERED DELIVERY OR NON-DELIVERY ISSUES RESOLUTION

Kusvaa uses third-party courier services for order logistics. These couriers operate independently, and Kusvaa has no direct control over their policies or actions. In cases of tampered delivery, wrong delivery, or non-delivery, customers must follow these guidelines:

Tampered Parcels: Refuse to accept a parcel in tampered condition from the courier.

Intact Parcels: Record a video of opening the received parcel as proof of receiving wrong or missing products.

Non-Delivery: If the courier claims delivery but the customer denies receiving the parcel, raise the issue within 48 hours of the delivery message. Kusvaa will share the Proof of Delivery (POD) from the courier.

• If the customer disputes the POD’s authenticity, Kusvaa will assist in raising the concern with the courier. The order will be re-fulfilled only if the courier confirms the parcel was lost or not delivered.

Contact care@kusvaa.com for assistance with delivery issues.

 

CANCELLED, LOST, OR UNDELIVERED PREPAID ORDERS

If a prepaid order is cancelled, lost, or undelivered, the amount paid 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.

 

REVERSE PICKUP FOR RETURNS/EXCHANGES

Reverse pickups are scheduled via third-party courier partners for eligible returns/exchanges (see Selling Policy).

Customer Responsibilities:

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).

Courier Responsibilities:

Customers must report courier verification issues (e.g., failure to check the item) within 24 hours of pickup to care@kusvaa.com, with the packing video as evidence.

Kusvaa is not liable for items lost, swapped, or damaged during transit. Refunds/exchanges are processed only if the received item matches the original order.

Quality Check:

Returns are inspected within 3-5 working days of receipt at our warehouse. We record the unpacking process for transparency.

If the received item is incorrect or fails quality checks, the return/exchange will be rejected, and the customer will be notified with evidence (e.g., unpacking video).

For disputes, customers must provide their packing video within 48 hours of notification. Kusvaa will review both videos to resolve the issue.

 

INTERNATIONAL SHIPPING

Kusvaa ships globally. International orders have no cancellation, return, or exchange options.

Customs Charges: 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.

 

DISCLAIMER

Kusvaa reserve the right to update these terms periodically. Customers are responsible for reviewing the latest policy.