Terms of service

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

Welcome to EliteKalaa by Pooja.

These Terms and Conditions govern your access to and use of our website, WhatsApp account, social media pages, live sales, exhibitions, online services, and any other channel through which we display or sell our products.

By accessing our services, communicating with us about a purchase, or placing an order, you agree to these Terms and Conditions.

Please do not use our services or place an order if you do not agree with these Terms.

Key Points

You must be at least 18 years old to place an order independently. A minor may place an order only with the involvement and consent of a parent or legal guardian.

We accept prepaid orders only.

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

Many of our products are handmade or handcrafted. Natural variations in colour, weave, print, embroidery, texture, measurements, and finish may occur and are not considered defects.

Customers placing international orders are responsible for applicable customs duties, import taxes, and local charges.

Our Privacy Policy forms part of these Terms and Conditions.

1. About Us

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

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

References to “you,” “your,” “customer,” or “user” mean any person who accesses our services, communicates with us, or places an order.

2. Eligibility

You must be at least 18 years old and legally capable of entering into a contract to place an order independently.

A person below the age of 18 may browse our products or place an order only under the supervision and with the consent of a parent or legal guardian. The parent or legal guardian will be responsible for the order, payment, and compliance with these Terms.

By placing an order, you confirm that the information you provide is accurate and that you are legally eligible to make the purchase.

3. Acceptance of These Terms

These Terms apply to purchases and interactions made through:

Our website or online store
WhatsApp
Instagram, Facebook, or other social media platforms
Live sales or livestreams
Telephone or direct messages
Exhibitions, pop-ups, or events
Payment links
Any other sales or communication channel operated by us

An electronic order, message, payment, or confirmation may form part of a valid transaction between you and EliteKalaa by Pooja.

4. Changes to These Terms

We may update these Terms when our services, processes, policies, or legal obligations change.

The revised version will be published with an updated “Last Updated” date. The Terms applicable to an order will generally be the version available when the order was placed.

Your continued use of our services after an update means that you accept the revised Terms.

5. Permitted Use

You may use our services only for lawful, personal, and genuine purchasing purposes.

You must not:

Use our services for any unlawful or fraudulent activity
Provide false contact, payment, delivery, or identity information
Attempt to gain unauthorised access to our systems or accounts
Disrupt our website, payment systems, or communication channels
Copy, scrape, download, or collect our content through automated means without permission
Misuse product images, descriptions, trademarks, or other content
Place fake, speculative, or intentionally misleading orders
Threaten, abuse, harass, or impersonate our employees, representatives, customers, or partners
Use our platform or content for unauthorised commercial purposes

We may restrict communication, refuse service, cancel an order, or block access where we reasonably suspect misuse, fraud, abuse, or violation of these Terms.

6. Customer Information

You must provide complete and accurate information when placing an order, including your name, mobile number, email address, delivery address, postal code, and any other information needed to fulfil the order.

You are responsible for checking the product, quantity, price, delivery address, and other order details before making payment.

We will not be responsible for delays, failed delivery, or additional costs caused by incorrect or incomplete information supplied by you.

You must inform us promptly if any order information needs correction. We cannot guarantee that changes will be possible after processing or dispatch has started.

7. Products and Availability

Product availability may change without notice.

Displaying a product on our website, WhatsApp, social media, live sale, or another channel does not guarantee that the product remains available.

Some of our products may be unique, limited in quantity, or available as a single piece. A product may be viewed or requested by more than one customer at the same time.

We reserve the right to verify availability before confirming an order. If a product becomes unavailable after payment, we may offer an alternative product, store credit with your consent, or a refund to the original payment method.

8. Handmade and Product Variations

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

Handmade and handcrafted products may have natural variations, including:

Minor differences in colour or shade
Irregularities in weaving, printing, embroidery, stitching, or dyeing
Small differences in motifs, placement, texture, finish, or measurements
Slight thread movement, slubs, knots, or unevenness associated with the fabric or craft
Minor differences between separate pieces of the same design
Variations caused by lighting, photography, screen settings, or device displays

These characteristics are part of the handmade process and are not considered manufacturing defects.

Returns, refunds, or exchanges will not be accepted solely because of such natural variations.

This clause does not limit any rights available to a customer under applicable law where the product is materially different from what was ordered, damaged before delivery, wrongly supplied, or otherwise legally defective.

9. Product Images and Descriptions

We make reasonable efforts to present product colours, dimensions, materials, designs, and descriptions accurately.

However, the appearance of a product may vary depending on photography, lighting, image processing, screen quality, display settings, and the handmade nature of the product.

Product images may include styling items, jewellery, garments, accessories, props, or backgrounds that are not included with the product. The written product description and confirmed order details determine what is included.

Measurements are approximate unless expressly stated otherwise.

Please contact us before payment if you need clarification about a products colour, material, dimensions, quantity, included components, or care instructions.

10. Prices

Product prices will be communicated through the applicable sales channel.

Prices may change without prior notice. A price change will not normally affect an order that we have already confirmed after receiving full payment.

Unless stated otherwise, the price does not include:

International customs duties
Import taxes
Local government charges
Foreign bank fees
Currency conversion charges
Remote-area delivery charges
Any other charge imposed by a third party or destination country

Where an obvious pricing, calculation, or listing error occurs, we may correct the error and ask you whether you wish to proceed at the correct price. We may cancel and refund the order if you do not wish to proceed.

11. Prepaid Orders

We accept prepaid orders only.

Payment must be completed using a payment method or payment link approved by us. We do not normally offer cash on delivery.

An order request, product selection, WhatsApp message, live-sale claim, invoice, or payment link does not by itself guarantee confirmation.

An order is confirmed only after:

We receive the full cleared payment
We verify product availability
We verify the order details
We accept the order

We may contact you if additional information or verification is required.

12. Live Sales and WhatsApp Orders

During a live sale, a product may be offered to the first eligible customer whose selection is acknowledged by us and who completes payment within the communicated time.

Commenting on, claiming, reserving, or expressing interest in a product does not create a confirmed order.

We may release a reserved or claimed product if payment is not completed within the time communicated to the customer.

WhatsApp messages and live-sale discussions may be used to confirm product selection, quantities, prices, delivery details, and other order instructions.

The final invoice, payment record, written confirmation, and accepted order details will determine the contents of the order.

13. Order Acceptance and Refusal

We reserve the right to accept or refuse an order before dispatch.

We may refuse or cancel an order because of:

Product unavailability
Incorrect pricing or product information
Payment failure or payment verification concerns
Suspected fraud or unauthorised payment
Incorrect or incomplete customer information
Delivery restrictions
Legal or regulatory requirements
Previous misuse of our services
Technical or operational errors

Where 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.

14. Order Changes and Cancellations

You should review all order details before payment.

A cancellation or change request is not automatically accepted after payment. Approval will depend on whether processing, packing, customisation, procurement, or dispatch has started.

Orders that are customised, altered, sourced specifically for the customer, or prepared according to customer instructions may not be cancelled once work has started.

Any approved cancellation, deduction, refund, or exchange will be governed by the order conditions communicated to you and applicable law.

15. Shipping and Delivery

Delivery timelines are estimates and are not guaranteed unless expressly confirmed in writing.

Shipping may be affected by courier delays, weather, strikes, public holidays, transport restrictions, customs processing, incorrect addresses, remote locations, or circumstances beyond our reasonable control.

You must ensure that someone is available to receive the shipment at the delivery address.

Risk relating to the physical handling of the shipment passes according to applicable law and the delivery arrangement. Ownership of the product passes after full payment and lawful delivery, subject to any rights available under applicable consumer law.

If a shipment is returned because of an incorrect address, refusal to accept delivery, repeated failed delivery attempts, or the customers failure to respond, the customer may be required to pay additional shipping charges before redispatch.

16. Delivery Inspection

Please inspect the shipment promptly after delivery.

If the package appears damaged, tampered with, opened, or incomplete, you should record clear photographs and an unedited opening video before and while opening the package.

Any report concerning a wrong, missing, or damaged product should include:

The order number
Clear photographs of the outer packaging
The shipping label
The complete product
The reported damage or issue
An unedited package-opening video, where reasonably available

We may be unable to verify transit damage, missing items, or packing-related claims without reasonable supporting evidence.

Nothing in this section removes any consumer right that cannot legally be excluded.

17. Returns, Exchanges, and Refunds

We do not accept returns, exchanges, or refunds merely because:

The customer changed their mind
The customer no longer wants the product
The colour appears slightly different on their screen
The customer did not review the description or measurements
The product contains natural handmade or handcrafted variations
There are minor differences in weave, print, embroidery, texture, shade, motif placement, or finish
The product does not match an accessory, garment, or item owned by the customer

A return, replacement, exchange, or refund may be considered where:

The wrong product was delivered
The product was materially different from the confirmed order
The product arrived damaged
An item confirmed as part of the order was missing
Applicable law requires a remedy

You must contact us promptly after delivery and provide the requested evidence. Products must remain unused, unwashed, unaltered, and in their original condition with tags and packaging.

We reserve the right to inspect the product before approving a refund, replacement, or exchange.

Approved refunds will normally be processed to the original payment method. Payment gateway, bank, or international processing timelines may apply.

18. International Orders

We accept selected international orders, subject to product, courier, payment, and destination availability.

The customer or recipient is responsible for:

Customs duties
Import taxes
Local taxes
Clearance charges
Brokerage charges
Documentation required by the destination country
Any other charge imposed after the shipment reaches the destination country

These charges are not included in the product or shipping price unless expressly stated.

We do not control customs authorities and cannot guarantee clearance timelines.

If an international shipment is refused, abandoned, unclaimed, returned, confiscated, or destroyed because the recipient did not pay applicable charges or complete customs requirements, any refund will be considered only after deducting shipping, return shipping, customs, handling, payment, and other non-recoverable costs.

Some products may not be eligible for delivery to certain countries due to courier, customs, material, or regulatory restrictions.

19. Promotions and Discount Codes

Promotions, discounts, vouchers, and coupon codes may be subject to separate conditions.

Unless expressly stated otherwise:

Only one offer may be used per order
Offers cannot be exchanged for cash
Offers cannot be applied retrospectively
Offers may exclude selected products or categories
Offers may be changed or withdrawn before an order is confirmed
Discounts may not apply to shipping, duties, taxes, or other charges

We may cancel or reverse a discount obtained through misuse, technical error, duplication, or unauthorised activity.

20. Reviews, Photographs, and Customer Content

You may submit reviews, feedback, photographs, videos, testimonials, comments, or other content to us.

You confirm that content submitted by you is accurate, lawful, and does not infringe another persons privacy, intellectual property, or other rights.

When you voluntarily submit or publish such content and permit us to use it, you grant EliteKalaa by Pooja a non-exclusive, worldwide, royalty-free licence to reproduce, display, edit, adapt, and share it for our website, social media, marketing, customer support, and promotional purposes.

We will not claim ownership of your original content.

We may remove or decline content that is unlawful, abusive, misleading, irrelevant, defamatory, infringing, or otherwise inappropriate.

You may contact us if you want us to stop using customer content that you previously gave us permission to use. Removal may not be possible from material that has already been printed, lawfully shared, or incorporated into completed campaigns.

21. Intellectual Property

All content created or owned by EliteKalaa by Pooja, including our name, logo, photographs, videos, product presentation, graphics, text, website design, live-sale content, catalogues, and promotional material, is protected by applicable intellectual property laws.

You may view and use this content only for personal shopping purposes.

You must not copy, reproduce, alter, distribute, republish, sell, license, scrape, commercially exploit, or use our content without prior written permission.

Purchasing a product does not transfer any intellectual property right in our photographs, designs, branding, content, or promotional materials.

22. Third-Party Services

We may use third parties for website hosting, communications, payment processing, logistics, shipping, analytics, and other services.

Your use of a third-party service may also be subject to that providers terms and privacy practices.

We are not responsible for an independent third partys systems, availability, acts, omissions, delays, or security practices, except to the extent that applicable law makes us responsible.

23. Privacy

Our collection and use of personal information are governed by our Privacy Policy.

By using our services or placing an order, you acknowledge that we may process the information required to manage payments, fulfil orders, arrange delivery, provide customer support, prevent fraud, maintain records, and comply with legal obligations.

The Privacy Policy forms part of these Terms and Conditions.

24. Service Availability

We aim to keep our services accurate and available, but we do not guarantee uninterrupted access.

Our website, WhatsApp services, social media pages, payment links, or other systems may be unavailable because of maintenance, technical issues, internet failures, third-party outages, security concerns, or circumstances outside our control.

We may change, suspend, withdraw, or limit any part of our services where reasonably necessary.

25. Limitation of Liability

To the maximum extent permitted by applicable law, EliteKalaa by Pooja will not be liable for indirect, incidental, special, punitive, or consequential loss arising from the use of our services or products.

Our total liability relating to a particular order will not exceed the amount actually paid by the customer for that order.

This limitation does not apply where liability cannot legally be excluded or limited, including any rights and remedies available under applicable consumer protection law.

We are not responsible for loss resulting from:

Incorrect information supplied by the customer
Failure to follow product care instructions
Normal wear and tear
Misuse, alteration, improper storage, washing, ironing, or handling
Colour transfer or damage caused by improper care
Delays or failures outside our reasonable control
Customs action or import restrictions
A third-party service outside our control

26. Indemnity

To the extent permitted by law, you agree to compensate EliteKalaa by Pooja for reasonable losses, liabilities, costs, or claims arising directly from:

Your unlawful or fraudulent use of our services
Your material violation of these Terms
Your infringement of another persons intellectual property or legal rights
False information or unauthorised content submitted by you

This clause does not require a consumer to compensate us for losses caused by our own unlawful conduct, negligence, or breach of applicable law.

27. Suspension and Termination

We may restrict or terminate access to our services where a user:

Violates these Terms
Engages in fraud or suspected fraud
Misuses payment or refund processes
Places fake or abusive orders
Harasses or threatens our team or partners
Attempts unauthorised access
Uses our content without permission
Engages in unlawful activity

Termination will not affect rights, payments, liabilities, or obligations that arose before termination.

28. Complaints and Grievance Redressal

We encourage customers to contact us first so that we can review and resolve concerns directly.

Customer Grievance Officer: [Full name of proprietor or appointed grievance officer]
Designation: Customer Grievance Officer
Business: EliteKalaa by Pooja
Location: New Delhi, India
Email: hi@elitekalaa.com
WhatsApp: +91 98188 07271

Please include your name, order number, contact details, and a clear description of the concern.

We will acknowledge and address complaints within the timelines required by applicable law.

29. Dispute Resolution and Arbitration

The parties should first attempt to resolve any dispute through good-faith communication.

If a dispute cannot be resolved directly, it may be referred to arbitration in accordance with the Arbitration and Conciliation Act, 1996, as amended.

The arbitration will be conducted by a sole arbitrator mutually appointed by the parties. If the parties cannot agree on the appointment, the arbitrator will be appointed in accordance with applicable law.

The seat and venue of arbitration will be New Delhi, India. The arbitration will be conducted in English.

Each party will bear its own legal costs, subject to any cost award made by the arbitrator under applicable law.

Nothing in this clause prevents either party from seeking urgent interim relief from a competent court.

This arbitration clause does not restrict any right that a consumer may have to approach a consumer commission or another statutory authority under applicable consumer protection law.

30. Governing Law and Jurisdiction

These Terms and all transactions with EliteKalaa by Pooja are governed by the laws of India.

Subject to applicable consumer protection law and the arbitration clause above, courts in New Delhi, India will have jurisdiction over disputes arising from these Terms or an order.

31. Events Beyond Our Control

We will not be responsible for a delay or failure caused by circumstances outside our reasonable control.

These may include natural disasters, severe weather, fire, flood, epidemic, pandemic, war, civil disturbance, government restrictions, transport disruption, strikes, courier interruption, customs action, internet failure, payment system failure, or supply interruption.

We will make reasonable efforts to communicate material delays and fulfil or resolve affected orders.

32. Severability

If any provision of these Terms is found invalid, unlawful, or unenforceable, that provision will be limited or removed only to the extent required.

The remaining provisions will continue to apply.

33. No Waiver

If we do not immediately enforce a provision of these Terms, it does not mean that we have waived our right to enforce it later.

Any waiver must be given in writing by an authorised representative of EliteKalaa by Pooja.

34. Entire Agreement

These Terms, our Privacy Policy, the confirmed order details, and any specific written conditions communicated for an order form the agreement between you and EliteKalaa by Pooja.

Where a specific written order condition conflicts with these general Terms, the specific condition will apply to that order, subject to applicable law.