Refund policy

At KathValo, we take pride in providing high-quality handcrafted wooden products for your kitchen and home. We carefully inspect and pack every order before dispatch.

However, if you receive a damaged, defective, incorrect, or significantly different product, we are here to help.

1. Return Eligibility

We accept returns for the following situations:

The product was received damaged or broken.
You received a wrong product.
The product has a manufacturing defect.
The product is significantly different from the product description or specifications shown on our website.

For eligible returns, please contact us within 7 days of delivery.

Important

Since our products are made from natural wood, natural variations in colour, grain pattern, knots and texture are not considered defects. Every wooden product is naturally unique, and minor variations are part of its character.

2. Products Not Eligible for Return

Returns may not be accepted in the following cases:

The return request is made after 7 days of delivery.
The product has been used, damaged, modified or altered by the customer.
The product is returned without its original packaging, where applicable.
Damage caused by improper use, washing, storage or maintenance.
Normal variations in natural wood colour, grain or texture.
Minor cosmetic variations that are inherent to handcrafted wooden products.
Products damaged after delivery due to customer handling.

3. How to Request a Return

To request a return, please contact us through our website's Contact Us page or the customer support details provided on your order confirmation.

Please provide:

Your Order Number
Customer Name
Reason for the return
Clear photographs of the product
A short video showing the issue, if applicable

For products received damaged, we strongly recommend taking photographs/videos before disposing of the packaging.

Our team will review the request and let you know whether the return is approved.

4. Return Approval & Pickup

If your return request is approved, we will provide instructions for returning the product.

Where applicable, KathValo may arrange a return pickup through our logistics partner.

For an eligible defective, damaged, wrong or significantly misrepresented product, return shipping will be handled by KathValo, subject to verification.

For other situations where a return is permitted, shipping/return charges may apply.

5. Refund Policy

Once the returned product is received and inspected, we will process the refund for approved returns.

Refunds will generally be issued to the original payment method used for the order.

The refund amount may include the eligible product amount and applicable charges as determined by the specific return case.

Shipping charges are generally non-refundable, except where required by applicable law or where the return is due to an error attributable to KathValo, such as a wrong, defective or damaged product.

6. Refund Processing Time

After we receive and approve the returned product, refunds will normally be initiated within 7 business days.

The actual time for the amount to appear in your bank account, card, UPI account or other payment method may vary depending on your payment provider or bank.

7. Damaged Products

If your order arrives damaged:

Please contact us within 48 hours of delivery with photographs and, preferably, an unboxing video.

Do not throw away the product or its packaging until our team has reviewed the issue.

After verification, we may offer:

A replacement, subject to product availability; or
A refund; or
Another appropriate resolution.

8. Wrong Product

If you receive a product different from what you ordered, please contact us within 7 days of delivery.

After verification, we will arrange an appropriate replacement or refund at no additional cost to you.

9. Exchange Policy

We may offer an exchange for products that are:

Damaged during transit
Defective
Incorrectly shipped

Exchange is subject to product availability.

If the replacement product is unavailable, we may provide a refund instead.

10. Cancellation Policy

Orders may be cancelled before they are dispatched.

Once an order has been dispatched, cancellation may no longer be possible. In such cases, please contact our support team and we will guide you according to the order status.

If a cancellation is successfully approved for a prepaid order, the eligible refund will be processed to the original payment method.

11. Natural Wood Disclaimer

KathValo products are made from natural wood.

Because natural wood is a living material, each product may have variations in:

Wood grain
Colour
Texture
Knots
Small natural marks
Pattern

These differences make each product unique and are not considered manufacturing defects.

The actual product may therefore look slightly different from the product photographs displayed on the website.

12. Refunds for Unaccepted / Undelivered Orders

If an order is returned to us because of circumstances such as an incorrect address, repeated failed delivery attempts or refusal to accept the package, any refund will be subject to the applicable shipping and return-to-origin charges.

We will communicate the applicable amount, if any, before processing the refund.