Refund and Returns Policy – KURAI WEBSITE
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RETURNS, REFUNDS & EXCHANGE POLICY

Last updated: 10th November 2025

At KURAI, every product is crafted with careful attention to quality, detail, and design. To maintain the exclusivity and integrity of our products, we follow a strict and transparent Returns, Refunds & Exchange Policy outlined below.

1. GENERAL POLICY — NO RETURNS

KURAI does not accept returns once the order has been delivered.

This applies to all products unless specifically mentioned otherwise in a promotional or special-case scenario.
By placing an order, you acknowledge and agree to this policy.

2. EXCHANGE POLICY

Exchanges are allowed only under specific conditions and strictly within the applicable time frame.

To be eligible for an exchange:

  • The product must be unused, uninstalled, and in original condition
  • All tags, labels, barcodes, and accessories must be intact
  • The item must be sent in its original packaging
  • A mandatory first-opening video must be provided
  • The exchange request must be raised within 24 hours of delivery

KURAI reserves the right to reject exchange requests that do not meet these conditions.

3. ELIGIBLE REASONS FOR EXCHANGE

An exchange may be approved only in the following cases:

  • Incorrect item received
  • Product damaged during transit
  • Product has a qualifying manufacturing defect
  • Item(s) missing from the package

Once verified, a replacement will be arranged.

4. NON-ELIGIBLE FOR EXCHANGE

The following items/issues are not eligible:

  • Products that have been installed, used, or altered
  • Items damaged due to mishandling or improper installation
  • Products purchased during discounts, promotions, or clearance
  • Customized or made-to-order items
  • Claims raised after the 24-hour window
  • Minor surface variations that occur naturally during manufacturing

KURAI’s decision after inspection will be final.

5. EXCHANGE VALUE DIFFERENCE

If the replacement item chosen is:

  • Higher in price → The customer must pay the price difference
  • Lower in price → A credit note will be issued at KURAI’s discretion

Credit notes are valid for 180 days from the date of issue.

6. DEFECTIVE OR DAMAGED PRODUCTS

If the product arrives damaged or defective:

  • The issue must be reported within 24 hours of delivery
  • A clear, continuous unboxing video is mandatory
  • Photos/videos of defects must be shared
  • After verification, a replacement will be issued

Replacements typically take 7–15 business days, depending on availability and transit timelines.

7. REFUNDS POLICY

Refunds are only applicable under the following conditions:

  • The order was not delivered
  • The customer refused delivery because the order was already cancelled before dispatch
  • The order was cancelled by KURAI due to internal reasons such as stock unavailability or technical errors

Refunds are not issued for delivered products, as returns are not accepted.

Refund Deductions:

Refunds may include:

  • 2% restocking/processing fee
  • Return shipping charges, if applicable

Refunds will be issued only to the original payment method used at checkout.
Cash refunds are not provided under any circumstances.

8. CANCELLATION-RELATED REFUNDS

If the customer raises a cancellation request within 3 hours, and the order has not been shipped:

  • A refund will be processed after necessary deductions (if any)

If the order has already been shipped:

  • Cancellation is not possible
  • Refund will not be issued

Customers must refuse delivery in such cases, but refunds remain ineligible after dispatch.

9. UNDELIVERED ORDERS

If your order is marked “delivered” but you have not received it:

  • You must report the issue within 24 hours
  • If the courier delivery was OTP-verified, KURAI will not be liable
  • Incorrect address or contact details provided by the customer void liability

KURAI will assist with investigation wherever possible.

10. MISUSE OF POLICY

In cases where a customer repeatedly:

  • Refuses deliveries
  • Raises false defect claims
  • Abuses exchange eligibility
  • Frequently cancels prepaid orders

KURAI reserves the right to:

  • Reject future orders
  • Deny exchanges
  • Blacklist the customer’s address or account
  • Take legal action if necessary
11. HOW TO INITIATE AN EXCHANGE REQUEST

To raise an exchange or replacement request, email us at:

📧 care@thekuraicollective.com

Include the following:

  • Order number
  • Registered mobile number
  • Description of the issue
  • Mandatory unboxing video
  • Clear images of the product

Our team will respond within 24–48 working hours.

12. CONTACT INFORMATION

For any concerns related to returns, refunds, or exchanges:

📧 care@thekuraicollective.com
📞 +91 9833925192 / +91 9833647255 / +91 9833985889
🕘 Support Hours: 9:00 AM – 5:00 PM (Mon–Sat)