Refund policy

Effective Date: 1 July 2026
Last Updated: 1 July 2026

This Refund, Return and Cancellation Policy applies to orders placed with EliteKalaa by Pooja through our website, WhatsApp, social media, live sales, exhibitions, payment links, or any other sales channel operated by us.

By placing an order, you agree to this Policy.

1. About EliteKalaa by Pooja

EliteKalaa by Pooja is a proprietorship business based in New Delhi, India.

References to “EliteKalaa,” “EliteKalaa by Pooja,” “we,” “us,” or “our” mean the proprietorship operating under the name EliteKalaa by Pooja.

References to “you,” “your,” or “customer” mean any person who places an order, receives a product, or communicates with us about an order.

2. Prepaid Orders Only

We accept prepaid orders only.

An order is confirmed only after we receive full payment and verify product availability and order details.

A product enquiry, WhatsApp message, live-sale claim, invoice, or payment link does not by itself confirm an order.

3. General Return Policy

Most of our products are handmade, handwoven, handprinted, hand-dyed, handembroidered, or produced using traditional craft processes. We may also sell selected machine-made or commercially manufactured products.

We do not accept returns, exchanges, or refunds for natural handmade variations, minor differences, or change of mind.

A return, replacement, exchange, or refund may be considered only in limited cases, such as:

Wrong product delivered
Product materially different from the confirmed order
Product damaged before delivery
Item missing from the order
Package received in a tampered or empty condition
Remedy required under applicable law

All return, replacement, exchange, or refund requests are subject to review and approval by EliteKalaa by Pooja.

4. Handmade Variations Are Not Defects

Handmade and handcrafted products may have natural variations. These are part of the product and are not considered defects.

These may include:

Minor colour or shade differences
Slight weaving, printing, embroidery, dyeing, or stitching irregularities
Small differences in texture, motif placement, finish, or measurements
Thread movement, slubs, knots, or unevenness in the fabric
Minor differences between two pieces of the same design
Differences caused by lighting, photography, screen settings, or device display
Natural characteristics of handmade or hand-finished products

Returns, exchanges, or refunds will not be accepted only because of these variations.

5. Exact Replacement May Not Be Possible

Many of our products are handmade, handcrafted, handwoven, handprinted, hand-dyed, or produced in limited quantities.

Because of this, an exact replacement may not always be possible, even where a claim is approved.

Any replacement or exchange product may have natural handmade variations in colour, weave, print, embroidery, texture, measurements, finish, or design placement.

If an exact replacement is not available, we may offer a similar product, repair or correction where practical, exchange with another product, store credit with your consent, partial refund where appropriate, or refund to the original payment method where required or approved.

6. Cases Where Returns or Refunds Are Not Accepted

We do not accept returns, exchanges, or refunds in the following cases:

You changed your mind after placing the order
You no longer want the product
The colour looks slightly different on your screen
The product has natural handmade variations
You did not review the description, images, measurements, or order details before payment
The product does not match another garment, accessory, jewellery item, or personal expectation
The product has been used, washed, altered, ironed, dry-cleaned, damaged, or worn
Tags, labels, packaging, or original invoice are missing
The issue is reported after the time limit mentioned in this Policy
The product was customised, altered, sourced, or packed specially for you
The product was bought during a live sale, exhibition, clearance sale, or final-sale event, unless it is damaged, wrong, missing, or legally defective

7. Mandatory Package-Opening Video

A clear, unedited package-opening video is mandatory for any claim related to:

Damaged product
Wrong product
Missing item
Incomplete order
Tampered package
Empty package
Product materially different from the confirmed order

The video must clearly show:

The sealed package before opening
The shipping label
The complete opening process without cuts or edits
All items received inside the package
The reported issue, if any

Refunds, replacements, or exchanges for damaged, wrong, missing, tampered, empty, or incomplete orders will be considered only if a valid package-opening video is shared with us within 48 hours of delivery.

If the customer does not provide a clear and unedited package-opening video, we may be unable to verify the claim and may reject the refund, replacement, or exchange request.

The product must remain unused, unwashed, unaltered, and in its original condition until the claim is reviewed.

Nothing in this clause limits any remedy that a customer may be entitled to under applicable law.

8. Damaged, Wrong, Missing, or Tampered Orders

If you receive a damaged product, wrong product, tampered package, empty package, or incomplete order, you must contact us within 48 hours of delivery.

You must share:

Order number
Name and contact number used for the order
Clear photos of the outer package
Clear photos of the shipping label
Clear photos of the product
Clear photos or videos showing the issue
A clear, unedited package-opening video

Without a valid package-opening video, we may not be able to verify the claim and may reject the refund, replacement, or exchange request.

Please keep the product unused, unwashed, unaltered, and in its original condition until we complete our review.

9. Review and Remedy for Approved Claims

After receiving your request, we will review the details and may ask for additional photos, videos, or information.

If your claim is approved, we will decide the appropriate remedy based on the nature of the issue, product availability, order value, and applicable law.

Because many of our products are handmade or limited in quantity, an exact replacement may not be possible.

Where an exact replacement is unavailable, we may offer one of the following remedies:

Replacement with a similar product, where available and agreed
Exchange with another product, where agreed
Repair or correction, where practical
Store credit, only if you agree to it
Partial refund, where appropriate and agreed
Refund to the original payment method, where required or approved

Please do not return any product without written approval from us.

Products returned without approval may not be accepted or refunded.

10. Condition for Approved Returns

If a return is approved, the product must be returned in the same condition in which it was delivered.

The product must be:

Unused
Unwashed
Unaltered
Undamaged after delivery
With original tags and labels, where applicable
With original packaging, where reasonably possible
Accompanied by the invoice or order confirmation

We may reject a return if the product fails inspection after we receive it.

11. Return Shipping

If the return is approved because we sent the wrong product, a materially different product, a damaged product, or an incomplete order, we will guide you on the return shipping process.

Depending on the location and courier availability, we may arrange reverse pickup or ask you to ship the product to us.

If the issue is verified as our error, we will bear reasonable return shipping charges.

If a return request is approved as a special exception for any other reason, the customer may be responsible for return shipping and related charges.

12. Refund Timeline

Once a refund is approved, we will process it to the original payment method, unless another method is mutually agreed.

Refund timelines may depend on the payment gateway, bank, card network, UPI provider, or Shopify.

After we process the refund, it may take additional time for the amount to reflect in your account.

We are not responsible for delays caused by banks, payment providers, or third-party systems after the refund has been initiated from our side.

13. Refund Deductions

Where applicable and permitted by law, refunds may be adjusted for:

Shipping charges
Return shipping charges
Payment gateway charges
International courier charges
Customs charges
Packaging charges
Non-recoverable third-party costs
Damage caused after delivery
Missing accessories, tags, packaging, or components

No deduction will be made where applicable law requires a full refund.

14. Cancellations by Customer

You may request cancellation after placing an order, but cancellation is not guaranteed.

A cancellation request may be accepted only if processing, packing, customisation, sourcing, or dispatch has not started.

Once an order has been processed, packed, dispatched, customised, altered, or sourced specifically for you, it cannot normally be cancelled.

To request cancellation, contact us as soon as possible through:

Email: hi@elitekalaa.com
WhatsApp: +91 98188 07271

If your cancellation is approved, the refund will be processed according to this Policy.

15. Cancellations by EliteKalaa by Pooja

We may cancel an order before dispatch if:

The product is unavailable
Payment is not received or verified
The order details are incomplete or incorrect
There is a pricing or listing error
Fraud or misuse is suspected
Delivery to the location is not possible
The order violates our Terms and Conditions
Legal or regulatory restrictions apply

If we cancel a fully paid order before dispatch, we will refund the eligible amount to the original payment method, unless another method is agreed with you.

16. Live Sale and WhatsApp Orders

For live sales, WhatsApp orders, social media orders, and direct message orders, the product is reserved only when we confirm the order and receive full payment within the communicated time.

Commenting, claiming, enquiring, or asking for a payment link does not confirm the order.

If payment is not completed within the communicated time, the product may be released to another customer.

Live-sale, exhibition, clearance, and final-sale orders are generally not returnable or exchangeable unless the wrong product, damaged product, missing product, or materially different product was supplied.

17. International Orders

International orders are generally not eligible for return, exchange, or cancellation after dispatch.

Customers are responsible for:

Customs duties
Import taxes
Local taxes
Customs clearance charges
Courier handling charges
Return shipping charges
Any other charge imposed in the destination country

If an international shipment is refused, unclaimed, abandoned, delayed, returned, confiscated, or destroyed because the customer or recipient did not pay customs duties, complete documentation, or accept delivery, we may deduct all non-recoverable costs before considering any refund.

Shipping charges, customs charges, import taxes, and third-party charges are generally non-refundable.

18. Failed Delivery or Returned Shipment

If a shipment is returned to us because of incorrect address, incomplete address, customer unavailability, refusal to accept delivery, or repeated failed delivery attempts, we may contact you for the next steps.

Redispatch may require additional shipping charges.

If you do not respond within a reasonable time, we may cancel the order after deducting shipping, return shipping, payment, and other non-recoverable costs, where permitted by law.

19. Product Care

You are responsible for following the care instructions provided with the product or communicated by us.

We are not responsible for damage caused by:

Incorrect washing
Incorrect ironing
Dry-cleaning where not recommended
Exposure to harsh sunlight
Bleeding caused by improper soaking or washing
Use of bleach or harsh chemicals
Improper storage
Alteration or repair by a third party
Normal wear and tear

No refund, return, or exchange will be accepted for damage caused after delivery due to improper handling or care.

20. Refund Method

Approved refunds will normally be made to the original payment method.

We may ask for additional details if the original payment method is unavailable, failed, expired, or cannot receive a refund.

We will never ask you for CVV, OTP, UPI PIN, banking password, or full card details for processing a refund.

21. Fraud and Misuse

We reserve the right to refuse a return, exchange, cancellation, or refund request if we reasonably suspect fraud, misuse, false claims, manipulated evidence, repeated abuse, or violation of our Terms and Conditions.

We may also restrict future orders in such cases.