Returns, Replacements & Refunds Policy

Last updated: 28 August 2026

This policy applies to purchases made directly from kevilagu.com. Kevilagu sells handmade jewellery, and each piece may have small handcrafted variations. We maintain a strict, evidence-based claims process to protect both genuine customers and our business from return fraud.

Nothing in this policy limits any consumer right that cannot lawfully be excluded under applicable Indian law.

1. No change-of-mind, preference or size returns

Except for the qualifying delivery or product issues listed in Section 2, all sales are final. We do not accept returns, refunds or exchanges merely because:

  • you changed your mind;
  • you no longer want or need the product;
  • you do not like the colour, design, style, weight, look or feel after receiving it;
  • the item does not match an outfit, occasion or personal preference;
  • you ordered the wrong product, colour, quantity or variant;
  • the item feels loose, tight, large, small, heavy or otherwise unsuitable for your personal fit preference;
  • you placed a duplicate order and did not cancel it before dispatch; or
  • the product was purchased during a sale or with a discount, unless it has a qualifying issue under Section 2.

2. Issues that may qualify for a remedy

Subject to verification and the conditions in this policy, we will review a claim where:

  • the product was physically damaged when delivered;
  • the product has a material manufacturing defect;
  • the product delivered is different from the product ordered;
  • one or more paid items are missing from the sealed package;
  • the product is materially different from its description or advertised features;
  • the product sold as genuine is shown not to be genuine; or
  • delivery was materially later than the stated schedule in circumstances where applicable law requires a return or refund and the delay was not caused by force majeure.

A submitted claim is not automatically approved. Eligibility is determined after reviewing the evidence and, where required, inspecting the returned product.

3. Handmade variations are not automatically defects

Kevilagu products are handmade rather than machine-manufactured. Minor variations in thread placement, colour tone, texture, finish, bead alignment, handcrafted detailing or other non-material features may naturally occur. Screen settings, lighting and photography may also cause slight colour differences.

Such minor variations are not defects where the product remains materially consistent with its listing, design and intended use. A substantial difference in the product, quantity, construction or advertised features may still qualify for review.

4. Size and fit

Returns, refunds and exchanges are not available solely for size or fit concerns.

Bangles are sold in the specific sizes listed on each product page (for example 2.2, 2.4, 2.6, 2.8 and 2.10). The customer is responsible for selecting the correct size before ordering, using the size guide and measurements shown on the product page. If you are unsure of your size, contact us on WhatsApp before placing the order.

Returns, refunds or exchanges are not available where the customer selected an incorrect size, or where a correctly supplied size feels loose, tight, large, small or otherwise unsuitable for personal fit preference.

A wrong-size claim will be considered only where the size delivered is different from the size selected in the order, verified through the order record and the unboxing video described in Section 6. Such a claim is treated as a wrong-item issue under Section 2.

Earrings and hair brooches are one-size (free-size) accessories designed to suit all wearers; size-based returns do not apply to them. Where any product is described as "adjustable" or similar, that description means the product adjusts within the stated range only; it does not guarantee a universal fit for every person.

5. Earrings, hygiene-sensitive and customized products

For hygiene reasons, earrings and other pierced jewellery cannot be returned after their hygiene seal or protective packaging has been opened, unless the product has a verified qualifying issue under Section 2.

Customized, personalized and made-to-order products cannot be returned, exchanged or cancelled after production has started, except where they arrive damaged, materially defective, wrong or materially different from the confirmed order.

6. Mandatory continuous unboxing video

For claims involving visible delivery damage, parcel tampering, a wrong item or missing contents, the customer must make one complete and uninterrupted unboxing video.

The video must:

  1. begin before the courier package is opened;
  2. clearly show every side of the sealed outer package;
  3. clearly show the shipping label, tracking details and tamper seals;
  4. show the package being opened in one continuous recording, with no cuts, pauses or edits;
  5. show all internal packaging and every item being removed;
  6. show the quantity and condition of every item received; and
  7. clearly show the claimed damage, shortage or wrong product.

The outer courier packaging, internal packaging, product box, invoice, labels, tags, seals, accessories and complimentary items must be retained until the claim is completely resolved.

An edited, incomplete, paused, unclear or post-unboxing recording may result in rejection where it prevents us from verifying whether the issue existed at delivery. If recording was genuinely impossible for reasons outside the customer's reasonable control, Kevilagu may review other reliable and independently verifiable evidence, subject to applicable law.

7. Claim reporting deadline

Visible delivery-related issues must be reported as soon as possible and no later than 48 hours after the courier's recorded delivery time. Delayed reporting may affect approval where the product's condition at delivery can no longer be reliably verified.

A latent defect that could not reasonably have been identified during unboxing should be reported promptly after discovery and will be handled according to applicable law.

8. How to submit a claim

Send the following information to WhatsApp +91 99792 93885 and email kevilagu@gmail.com:

  • your order number;
  • the customer name and phone number used for the order;
  • the complete, original unboxing video;
  • clear photographs of the outer package, shipping label, seals, product and claimed issue; and
  • a short written explanation of the issue and the remedy requested.

We will acknowledge receipt of a consumer complaint within 48 hours. Please do not send the product back until you receive written return authorization and return instructions from Kevilagu.

9. Verification and inspection

To evaluate a claim, Kevilagu may review:

  • order and payment records;
  • product listing information;
  • packing, quality-control and dispatch records;
  • dispatch and return parcel weights;
  • shipping labels, tamper seals and product identifiers;
  • customer videos, photographs and written statements;
  • courier tracking, delivery proof and courier investigation results; and
  • the physical condition and identity of any returned product.

We may ask for additional reasonable evidence when necessary. Failure to provide information needed to verify a claim may delay or prevent approval.

10. Return condition requirements

Where a physical return is approved, the product must be returned:

  • unused, unworn and unaltered;
  • with all original tags, product identifiers and hygiene or tamper seals intact, except where opening was necessary to reveal the verified defect;
  • with all original packaging, accessories, invoices and complimentary items; and
  • securely packed according to the return instructions provided by Kevilagu.

A deduction or claim rejection may apply where an item, accessory, gift, tag or packaging component is missing, or where the returned product has suffered customer-caused damage.

11. Unauthorized returns

Products sent without written approval or a return authorization may be refused and returned to the sender. Do not send return parcels on a cash-on-delivery or "to-pay" basis. Kevilagu is not responsible for unauthorized returns sent to an incorrect address or through an unapproved method.

12. Fraudulent, altered or unverifiable claims

Kevilagu may reject a claim where objective evidence reasonably indicates that:

  • the video or photographs were edited, staged or created after opening the parcel;
  • the label, outer package, seal, product identifier or returned item does not match the dispatched order;
  • the product was substituted, used, worn, altered, repaired or damaged after delivery;
  • the claimed item was not purchased from Kevilagu;
  • items, accessories, packaging, tags or complimentary products are missing from the return;
  • false, misleading or materially inconsistent information was provided;
  • a chargeback or payment dispute was filed using facts inconsistent with the return claim; or
  • there is documented abuse of the ordering, COD, return or refund process across orders, accounts, addresses, phone numbers or payment methods.

We will not reject a genuine claim arbitrarily. Decisions will be based on the available evidence and applicable law. Suspected fraud may be documented and reported to the relevant courier, payment provider, platform, insurer or lawful authority where reasonably necessary.

13. Reverse shipping

For an approved claim caused by a verified Kevilagu error or qualifying product issue, Kevilagu will arrange reverse pickup where service is available or provide written return-shipping instructions. Reasonable approved return-shipping costs will be borne by Kevilagu.

If reverse pickup is unavailable, do not ship the parcel independently until we confirm the method and reimbursement limit in writing. We cannot reimburse premium, expedited or unapproved shipping charges.

14. Available remedies

After verification, an approved claim may be resolved through a replacement, refund, repair where appropriate, or another remedy available under applicable law. The appropriate remedy will depend on the nature of the issue, product availability, customer request and legal requirements.

A replacement remains subject to stock availability. If an appropriate replacement is unavailable, an approved refund will be processed.

15. Refund method and timing

Approved refunds will normally be sent to the original payment method. For COD orders, we may request verified bank-account or UPI details from the customer or order recipient. We will never request a UPI PIN, card PIN, password or OTP to issue a refund.

Once an approved returned product is received and passes inspection, we will initiate the refund within a reasonable period, normally within 7 business days. Banks and payment providers may require additional processing time after we initiate the refund.

Refunds will be adjusted for any product, accessory or complimentary item not returned and for any lawful, previously disclosed amount attributable to customer-caused loss. No deduction will be made for a verified seller-side error except as permitted by law.

16. Delivery refusal, incorrect address and failed delivery

Refusing delivery, providing an incomplete or incorrect address, repeatedly failing delivery verification, or being unavailable for reasonable delivery attempts does not create a change-of-mind return right.

Where a prepaid order is returned to origin for a customer-caused reason, actual forward and return logistics charges may be deducted from any refund to the extent permitted by law. No such deduction will apply where the failure was caused by Kevilagu or the courier.

Repeated unjustified COD refusals may result in future orders being restricted to prepaid payment.

17. Grievance Officer

Name: Manan Vyas
Designation: Grievance Officer, Kevilagu
Email: kevilagu@gmail.com
Phone/WhatsApp: +91 99792 93885
Address: Near Mota Mandir, Vaijnathdham, Bagicha Pase, Limbdi, Gujarat 363421, India

The Grievance Officer will acknowledge a consumer complaint within 48 hours and endeavour to resolve it within one month from receipt, in accordance with applicable law.

18. Statutory rights

This policy is intended to prevent convenience returns and fraudulent claims while providing remedies for genuine qualifying issues. Nothing in this policy excludes, restricts or overrides any right or remedy that cannot legally be excluded under the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020 or other applicable Indian law.