Introduction

This Returns, Cancellation & Refund Policy explains the procedures and conditions applicable to orders placed through Kulvaibhav.

The Policy covers order cancellations, product returns, exchanges, replacements, refunds, damaged or defective products, incorrect or missing products, made-to-order products, customised products and other related matters.

Kulvaibhav operates as a marketplace connecting buyers with independent sellers, artisans, manufacturers, makers and other participating businesses. Accordingly, return, cancellation and refund arrangements may vary between products and sellers.

The specific conditions displayed on the product page, during checkout or in your order confirmation should always be reviewed together with this Policy.

Nothing in this Policy is intended to limit any consumer right or remedy that cannot legally be excluded.

Important Buyer Notice

Before placing an order, please review the product description, seller information, return eligibility, cancellation conditions, exchange availability and any product-specific restrictions.

Return, cancellation, exchange and refund eligibility may vary depending on the product, seller, order status, fulfilment stage and applicable law.

Because Kulvaibhav offers handmade, handloom, artisan-made, customised, personalised and made-to-order products, certain products may have different return or cancellation conditions. Any such restriction should be clearly communicated to the buyer before purchase where applicable.

For marketplace e-commerce, applicable Indian consumer-protection requirements should be read together with the current product, return, cancellation and refund terms shown by Kulvaibhav.

About Returns, Cancellations & Refunds

For clarity, cancellation generally refers to stopping an order before fulfilment has reached a stage where cancellation is no longer available.

Return generally refers to sending an eligible delivered product back to the seller or designated return location.

Exchange means replacing an eligible product with another eligible product or variant.

Replacement means providing another product in place of a damaged, defective, incorrect or otherwise eligible product.

Refund means returning an eligible amount paid by the buyer through the applicable refund mechanism.

The availability of each option depends on the product, order status, seller arrangements, applicable policy and applicable law.

When Can You Cancel an Order?

You may request cancellation of an order through the available Kulvaibhav cancellation mechanism or by contacting support.

Cancellation may generally be possible before the order reaches a fulfilment stage where cancellation can no longer reasonably be processed.

The ability to cancel may depend on whether the seller has accepted the order, whether processing or production has started, whether customisation has begun, whether the product has been packed, whether the product has been dispatched and the specific product’s cancellation conditions.

Once an order has entered an irreversible fulfilment stage, cancellation may no longer be available where permitted by applicable law.

How to Request Cancellation

To request cancellation, log in to your Kulvaibhav account where cancellation functionality is available, open the relevant order, select the cancellation option where available, select or provide the applicable reason and submit the request.

You may also contact Kulvaibhav support where an online cancellation option is unavailable.

Please provide your order number, registered mobile number or email, product details, reason for cancellation and any other information reasonably required to identify the order.

A cancellation request is not necessarily an immediate cancellation. The order status may need to be checked before cancellation can be confirmed.

Cancellation After Order Processing Begins

Once order processing begins, cancellation may become subject to additional restrictions.

Cancellation may no longer be possible if the seller has started preparing the product, the product has been specially procured, the product has entered production, packing has started, customisation has commenced, the product has been handed to a courier or another irreversible fulfilment stage has occurred.

Where cancellation is still operationally possible, Kulvaibhav or the seller may process the request.

Where an order cannot be cancelled because fulfilment has progressed beyond the applicable cancellation stage, the buyer may need to use the applicable return or exchange process after delivery, where the product is eligible.

Cancellation of Made-to-Order & Customised Products

Made-to-order, personalised and customised products may be prepared specifically for the buyer.

Because production or customisation may begin only after receiving an order, cancellation may be restricted once such work has started, where applicable law permits that restriction.

Examples may include customised measurements, personalised embroidery, monograms, personalised names, custom colours, special sizing, made-to-order garments, custom décor or other individually prepared products.

The applicable product page should disclose relevant cancellation or return restrictions before purchase where applicable.

Where cancellation is available, the applicable cancellation conditions will apply.

When Kulvaibhav or a Seller Cancels an Order

An order may be cancelled by Kulvaibhav or the relevant seller for legitimate reasons, including product unavailability, inventory error, seller inability to fulfil, pricing or listing error, payment failure, delivery restrictions, suspected fraudulent activity, technical problems, regulatory restrictions or other circumstances preventing fulfilment.

If payment has already been received, the applicable refundable amount should be processed through the relevant refund mechanism, subject to applicable law and the circumstances of the cancellation.

Kulvaibhav will not intentionally cancel an order simply to avoid a consumer obligation or applicable legal requirement.

Return Eligibility

A product may be eligible for return where the product satisfies the applicable return conditions displayed on the product page or under this Policy.

Eligibility may depend on product category, seller, return period, product condition, reason for return, whether the product is customised or made-to-order, hygiene considerations, whether the product is damaged or defective and applicable law.

Where a return is available, the buyer should initiate the return within the applicable return period.

The product may generally need to be unused, unwashed, undamaged, complete, accompanied by applicable accessories and tags or labels where applicable and securely packed for return.

Products That May Not Be Eligible for Return

Certain products may not be eligible for return where legally permissible.

Examples may include personalised products, customised products, made-to-order products, products created specifically to the buyer’s specifications, hygiene-sensitive products, intimate-use products, products that cannot reasonably be resold for hygiene or safety reasons, perishable products, products specifically identified as non-returnable or products where return restrictions are clearly disclosed before purchase.

The non-returnable status should be communicated clearly before the buyer completes the transaction where required.

This Policy does not override any mandatory statutory right relating to defective, unsafe, misrepresented or materially different goods.

Handmade, Handloom & Artisan Product Returns

Kulvaibhav specialises in handcrafted and artisan-made products. Such products may naturally exhibit slight colour variation, texture differences, weave variation, embroidery variation, minor dimensional variation, natural marks, handmade finishing characteristics and other differences resulting from individual craftsmanship.

These characteristics do not automatically make a product defective or eligible for return.

However, a product may still qualify for return, replacement or refund where it is materially damaged, materially defective, materially different from its description, the wrong product, missing essential components or otherwise covered by the applicable policy or consumer law.

Buyers should carefully compare the delivered product with the listing and order information.

Damaged, Defective or Incorrect Products

If you receive a product that is damaged, defective, broken, materially incorrect, materially different from the ordered product or otherwise affected by a fulfilment error, contact Kulvaibhav support as soon as possible.

Where appropriate, provide order number, photographs, videos, product images, packaging images, shipping label, description of the issue and other relevant evidence.

Do not discard the product or packaging until the issue has been reviewed where an inspection may be required.

Depending on the circumstances, the resolution may include replacement, exchange, return and refund, repair where appropriate or another lawful remedy.

Product Not as Described

A buyer may contact Kulvaibhav when a product is materially different from its listing or agreed description.

Examples may include a materially different product, materially different size, incorrect material, missing stated feature, incorrect quantity, substantially different design or another significant discrepancy.

Reasonable differences caused by lighting, screen settings, natural materials or handmade production do not automatically mean the item is not as described.

Where an issue may qualify, Kulvaibhav may review the product listing, photographs, order details, seller information, buyer evidence and other relevant information.

Wrong, Missing or Incomplete Items

Contact Kulvaibhav promptly if an order contains the wrong product, wrong variant, wrong quantity, missing item, missing accessory, missing component or incomplete contents.

The buyer should provide relevant photographs and order information where requested.

Kulvaibhav may investigate with the seller or fulfilment provider.

Depending on the circumstances and product eligibility, the resolution may include missing-item shipment, replacement, return, exchange, refund or another appropriate resolution.

Return Request Process

To request a return, log in to your Kulvaibhav account where return functionality is available, open the relevant order, select the return option, select the appropriate reason, provide supporting information or photographs where requested and submit the request.

Where an online return request is unavailable, contact support.

After receiving the request, Kulvaibhav or the relevant seller may review return eligibility, order status, product category, product condition, reason for return, seller-specific conditions and applicable law.

An approved return does not necessarily mean the refund has already been issued. Refund processing generally begins after the applicable return or cancellation stage has been completed.

Return Pickup & Self-Ship Returns

Where available, Kulvaibhav or its logistics partner may arrange a return pickup.

Pickup availability may depend on destination, product, seller, courier serviceability, package dimensions, location and other operational factors.

Where pickup is unavailable, the buyer may be instructed to self-ship an eligible return.

Return instructions may specify shipping method, return address, packaging requirements, tracking information and documentation requirements.

Buyers should not send a return to an address other than the authorised return address supplied by Kulvaibhav or the relevant seller.

Return Packaging & Product Condition

Returned products should be packed securely to avoid damage during return transit.

Where applicable, the buyer should retain original packaging, product tags, labels, accessories, manuals, certificates, invoices and other components supplied with the product.

Returned products may be rejected where they have been used beyond reasonable inspection, washed, altered, damaged after delivery, have missing essential components or have otherwise been rendered unsuitable for return, subject to applicable law and product-specific circumstances.

For handmade products, reasonable inspection of the product should not automatically prevent an otherwise eligible return.

Return Inspection & Approval

Where a return is received, the product may be inspected to verify product identity, condition, order details, reason for return, completeness, signs of use, damage, missing components and compliance with the applicable return conditions.

Inspection may be performed by Kulvaibhav, the relevant seller, an authorised fulfilment partner or another designated service provider.

The outcome may be return approved, replacement approved, exchange approved, additional information requested or return declined where the product does not satisfy the applicable conditions.

Any decision should remain subject to applicable consumer law and the facts of the transaction.

Refund Eligibility

A refund may be available where an eligible order is cancelled, an eligible return is approved, Kulvaibhav or the seller cancels an order after payment, a product is confirmed as damaged, defective or materially incorrect, a shipment is confirmed lost and refund is appropriate, the product cannot be fulfilled, an applicable exchange or replacement is unavailable or another circumstance requires or permits a refund under applicable law or policy.

A refund may not automatically be available where a buyer simply changes their mind and the product is non-returnable, a product has been customised where cancellation or return restrictions apply, a product is returned outside the applicable period, the product has been materially used or damaged after delivery or another valid exclusion applies.

These conditions do not override mandatory consumer rights.

Refund Methods & Processing

Where a refund is approved, Kulvaibhav may process the refund using the applicable payment or refund mechanism.

Depending on the original payment method, the refund may be processed to the original payment method, relevant bank account, another authorised refund destination or another method permitted under the applicable transaction process.

For payment-gateway transactions, the refund may need to be initiated through the relevant payment provider.

The exact timing of funds appearing in your account may depend on the payment provider, bank, card issuer, UPI service, financial institution and other processing systems.

We may provide confirmation once the refund has been initiated.

Refund Timelines

Refund timelines may vary depending on cancellation stage, return inspection, seller confirmation, payment method, payment gateway, banking system, weekends and public holidays and other processing factors.

For returned products, the refund may be initiated after the return has been received and approved, where applicable. For cancellations, the refund may be initiated after the cancellation is confirmed.

Kulvaibhav will endeavour to process eligible refunds within a reasonable period and in accordance with applicable law and applicable payment-system requirements.

Once a refund has been initiated, the time taken for the amount to appear in the buyer’s account may depend on the bank or payment service provider.

Shipping Charges & Return Shipping

Treatment of shipping charges may depend on the reason for the return or cancellation and the applicable product policy.

Where the product is materially defective, materially incorrect, damaged in transit or otherwise subject to an eligible fulfilment issue, applicable shipping costs may be handled differently from a discretionary buyer-initiated return.

Where a buyer returns an eligible product for a permitted reason such as a change of preference, the applicable return-shipping conditions may apply.

Where a buyer is instructed to self-ship a return, the applicable policy may specify whether eligible return-shipping costs can be reimbursed.

The precise treatment should be communicated through the relevant product and return policy.

Failed Returns & Rejected Return Requests

A return request may be declined where the product is not eligible for return, outside the applicable return period, does not match the original order, has been materially used, intentionally damaged, is missing essential components, fails applicable product-specific conditions or does not satisfy another valid return requirement.

A return pickup may also fail because the buyer is unavailable, the package is not ready, the pickup address is incorrect, the package does not meet courier requirements or the location is not serviceable.

Where a return request is rejected, Kulvaibhav may provide the applicable reason and, where appropriate, instructions for further review.

Nothing in this section prevents the exercise of applicable consumer rights.

Exchange / Replacement

Where available, eligible products may be exchanged or replaced instead of refunded.

Exchange or replacement availability may depend on product availability, size or variant availability, seller participation, product category, reason for exchange, condition of the returned product and applicable policy.

A replacement may be offered for damaged products, defective products, wrong products, missing components or other eligible fulfilment issues.

Where an exchange or replacement is unavailable, an eligible refund may be processed instead.

Fraudulent or Abusive Returns

Kulvaibhav aims to protect both buyers and sellers from fraudulent or abusive return activity.

Examples of potentially abusive conduct include returning a different product, returning an item after intentionally damaging it, repeated false damage claims, submitting fraudulent photographs or evidence, manipulating serial numbers or labels, abusing promotional offers, repeated misuse of return policies or fraudulent refund claims.

Where fraudulent or abusive activity is reasonably suspected, Kulvaibhav may investigate the transaction, request additional information, restrict a return, suspend an account, cancel orders, restrict promotional benefits or take other appropriate action, subject to applicable law.

Genuine buyer complaints will not be treated as abusive merely because they involve a return or refund request.

Changes to This Policy

Kulvaibhav may update this Returns, Cancellation & Refund Policy from time to time because of changes in our marketplace, new products or services, seller arrangements, payment systems, logistics arrangements, return procedures, applicable law or improvements to customer policies.

The updated Policy will be published on the website with a revised Last Updated date.

Where required by applicable law, significant changes may be communicated through an appropriate notice mechanism.

We recommend reviewing the Policy periodically.

Contact & Grievance Redressal

If you have questions, concerns, complaints or requests relating to cancellations, returns, refunds or exchanges, please contact Kulvaibhav.

Returns & Refunds Support

Kulvaibhav
Operated by: Marvello Origin Works Limited
Location: Washim, Maharashtra, India

We will review complaints and requests in accordance with applicable law, the relevant product terms and our internal procedures.

Where a grievance remains unresolved, you may have additional remedies available under applicable law.