Legal
Returns, Refund & Cancellation Policy
Last updated: 09/11/2026
Because every Golu doll is hand-made to order and priced individually, the returns process works differently from a standard fixed-price store. Please read this in full before requesting a quote.
Kalainaya is a facilitator, not the seller. Pieces are made, shipped, and paid for directly with the artisan supplier in India. Kalainaya will help you raise and pursue any claim with the supplier in good faith, but refunds, replacements, and final claim decisions rest with the supplier who received your payment.
1. Quote Requests — Cancel Anytime, No Cost
- Adding items to your cart and submitting a quote request is not an order and involves no payment.
- You may cancel or change a quote request at any time before you and our team confirm final pricing and shipping, simply by messaging us on email or WhatsApp. There is no fee for this.
2. Once an Order Is Confirmed
- An order is only considered confirmed once you have received the final itemised quote (dolls + shipping/duties), expressly agreed to it, and payment has been arranged directly with the artisan supplier.
- Because pieces are pulled from limited artisan stock and packed specifically for your order, cancellations after confirmation may only be accepted before your order has been packed for shipping. Once packing has started, cancellation may not be possible or may be subject to a deduction for materials and labor already committed. We will always tell you exactly where things stand if you ask to cancel.
3. Returns
Because these are hand-finished, made-to-order, and often fragile items shipped internationally, we generally do not accept returns for change of mind once an order has shipped.
We do accept claims for:
- Items damaged in transit (see Section 4)
- Items that do not match what was confirmed in your quote (wrong piece, wrong size, materially different from what was agreed)
To be eligible, you must contact us within 7 days of delivery with photos of the item and its packaging.
4. Damaged or Incorrect Items
- Do not discard the packaging — photograph the box/crate and the item(s) as received, before further unpacking if possible.
- Email us at mail2kalainaya@gmail.com or message us on WhatsApp within 7 days of delivery, including your order details and photos.
- We will raise the claim with the supplier on your behalf and, depending on the situation, the supplier may offer one of the following:
- A replacement piece (where workshop stock allows), or
- A partial or full refund for the affected piece(s), or
- A partial refund reflecting reduced value if the item is usable but imperfect.
- Refunds, where agreed, are issued by the supplier to the original payment method and may take up to 10 business days to appear, depending on your bank or payment provider.
5. What's Not Covered
- Minor variation in color, texture, or hand-painted detail compared to site photos — this is expected with handcrafted pieces, not a defect.
- Delays or charges caused by customs processing in your country.
- Damage caused after delivery (e.g., during your own onward transport, storage, or display).
- Change of mind after an order has been packed or shipped.
6. Custom Orders
Custom-sized, repainted, or made-to-request pieces are produced specifically for you and are non-cancellable and non-refundable once production has begun, except where the finished piece materially fails to match what was agreed.
7. Refund Method & Timing
Approved refunds are returned by the supplier using the same method your payment was made, unless agreed otherwise with you directly. The expected timing will be confirmed when a refund is approved.
8. Contact Us
To start a cancellation, return, or damage claim:
This is a general template, not legal advice. Please fill in the bracketed timeframes and have it reviewed by an attorney before publishing — consumer-protection rules on returns differ by country, and some destinations may grant buyers rights beyond what's written here.