Returns & Cancellation Policy

(Effective 1st January 2026)

Until 31st December 2025, Kasma Store did not offer returns under any circumstances. From 1st January 2026, we have introduced a return system to improve customer experience. This has required significant operational changes, added costs, and management effort. Customers are requested to carefully read and follow the process below to avoid delays or rejection.

How to Initiate a Return (Mandatory)

To request a return, customers must strictly follow this process: message us on Instagram (@kasma.store) with the word RETURN. Our team will respond in 48-72 working hours; please avoid repeated follow-ups. Once reviewed, you will be redirected to our official WhatsApp support number, where your return request will be logged, instructions will be shared, and pickup will be coordinated.

Requests raised via any other channel will not be accepted.

Return Process

We only offer returns, not instant replacements. The parcel will be picked up and returned to us. Once received, the item will go through quality inspection and verification. If approved, a store credit (gift card) will be issued, which can be used to place a fresh order on our website. No cash refunds or original payment reversals are provided under any circumstances.

Return Window: Return requests must be raised within 3 days of delivery. Any approach made within this 3-day period on any Kasma Store platform will be considered valid, even if the return pickup or approval process is completed later.

Response Time and Final Decision

All return-related communication is handled in 48-72 working hours. Kasma Store's decision after inspection is final and binding. Disputes after inspection will not be entertained. Kasma Store does not offer call support for return-related matters. We reserve the right to conduct all communication exclusively over text for record-keeping and operational clarity.

Return Charges and Damage Clarification

The following are not considered damage and do not qualify for free returns:

• Minor stains, marks, or uneven tones on washed or stonewashed garments (part of the vintage wash process)
• Lint or fabric residue (including fleece) due to heavy embroidery, panel work, and handling
• Loose embroidery threads (many garments contain hundreds of thousands to over a million stitches)
• Missing size labels (some garments are intentionally produced without size labels)

Any return raised under damaged item for the above reasons will be treated as a customer-preference return, and a Rs.600 return and handling fee will apply. Minor variations between batches are natural and will not be considered defects.

Size and Fit Returns

Size and fit issues are eligible for return with a Rs.200 return and handling fee. Missing size labels do not qualify as a size issue. Please order carefully, as fit preferences vary by design.

Wrong Item Received

If Kasma Store has shipped the wrong product, the return will be processed without any return fee, and no packing video is required. If a customer claims to have received a product from another brand or a completely unrelated item, a continuous unboxing video from sealed package opening is mandatory. Without this video, the claim cannot be accepted.

Return Fee Summary

Size and fit issue: Rs.200 | Didn't like the product: Rs.100 | Natural wash marks / lint / loose threads: Rs.300 | Wrong item shipped by Kasma Store: Rs.0 | Verified manufacturing defect: Rs.0

Note: On sale products, the return fee is Rs.1000.

Mandatory Packing and Handover Video

Customers must record one single, continuous, unedited video clearly showing the product in original condition, the product being packed, and the sealed return package being handed over to the courier. Failure to provide this video when requested may result in return rejection.

Cancellation

Orders placed with Kasma Store cannot be cancelled once confirmed. orders are strictly non-cancellable, as they are produced or allocated after the order is placed.

In limited cases, Kasma Store may offer store credit (gift card) at its discretion. No cash refunds or payment reversals are provided under any circumstances, including cancellations and pre-orders.

If a customer cancels an order that has not been delayed due to Kasma Store's processing or shipping, a cancellation fee of Rs.450 will apply.

Lighting and Visual Appearance Disclaimer

Garment appearance may vary under different lighting conditions. Studio lighting, outdoor daylight, and standard indoor lighting can all affect how colors, textures, and washes appear. Minor visual differences caused by lighting conditions are not considered defects and do not qualify for free returns.

Wash and Dye Variation Disclaimer

Many Kasma Store garments undergo stone-washing, dye-washing, or other manual wash processes. Due to the natural and artisanal nature of these techniques, no two garments are identical. Variations in color tone, wash intensity, fading, and texture are inherent to the process and are intentional design characteristics. Such variations are not considered damage or defects.

Missing Accessories and Manufacturing Defects

If a garment is received with any missing components or accessories including frosted tags, keychains, buttons, snaps, or attached elements, or if a verified manufacturing defect is found, the item will be eligible for return after inspection. Once approved, the customer will be issued store credit (gift card) only. Cash refunds or reversals to the original payment method are not provided under any circumstances.

Legal Compliance Notice (India)

This policy is issued in compliance with the Consumer Protection Act, 2019 and the Consumer Protection (E-commerce) Rules, 2020, which require clear disclosure of return, refund, and grievance terms for online purchases. By placing an order, the customer confirms acceptance of these disclosed terms, without prejudice to statutory consumer rights. Kasma Store is not obligated to share internal documents, registrations, or business records with individual customers, beyond the statutory disclosures already provided on its official website.

Final Note

Returns are introduced as a support measure, not an entitlement. Misuse of return categories impacts operations and pricing for everyone. By placing an order with Kasma Store, you agree to abide by the policies above. Kasma Store's decision after inspection and review is final and binding in all return-related matters. Any customer who continues to spam or misuse communication channels after three warnings will have their number automatically blocked across all support platforms.