Refund policy

RETURN, REFUND & CANCELLATION POLICY


Our promise, in plain words We make each piece by hand, in small batches, often by a single artisan working over weeks or months. Because of this, we ask you to choose thoughtfully — but we also stand behind every piece we send.


You can request a return or exchange if:


  1. The product arrives damaged, defective, or visibly different in construction from what was ordered

  2. The product does not match the description or photographs on our site in any material way


What we need from you: Write to hello@kantha.in or send clear photos of the issue on WhatsApp at +91 94752 93147 within 72 hours (3 days) of delivery. You can also call +91 94753 62102 (11 AM – 8 PM).


Process & timelines:


  • Ready-to-ship orders: you may cancel within 1 hour of placing the order, no questions asked.

  • Made-to-order and custom pieces: you may cancel with a full refund before a master artisan is assigned to your piece (we usually assign one within 24 hours of receiving the advance). Once the master artisan has been assigned, the order cannot be cancelled or refunded, because the fabric and the artisan's time are already committed.

  • Dispute window: must be raised within 3 days (72 hours) of delivery.

  • Return window: the product must be shipped back within 7 days of delivery, unused, in original condition, with the original bill.

  • KANTHA security tag: every piece is dispatched with a KANTHA tag card sealed to it with a numbered lock. Please do not cut or remove it until you are sure you are keeping the piece. A return is accepted only if this tag is still attached, unbroken and with the same number we dispatched. If the tag has been removed, cut or tampered with, the piece cannot be returned or refunded.

  • Refunds: processed within 7–10 working days to your original payment method or bank account, once we receive the returned piece (or, for a cancellation, once it is confirmed).


What we don't accept returns for:


  • Colour variation due to screen or lighting, or natural design variation that comes from handmade work — both are part of what makes your piece one of a kind.

  • Pieces whose KANTHA security tag has been removed, cut or tampered with, or that have been worn, washed or altered.