faq-returns

What is your return policy?

We want you to love your purchase. If you're not completely satisfied, you may request a return within 30 days of receiving your order. Items must be unused, in their original condition and packaging. Some items, such as final-sale or personalised products, may not be eligible for return. For full details or to start a return, email us at service@mail.kailashway.com.

How do I start a return or exchange?

To begin, email us at service@mail.kailashway.com with your order number and the reason for your return or exchange. Our team will guide you through the next steps and provide the return address and any instructions. Please wait for our confirmation before sending anything back so we can process it correctly.

My item arrived damaged or faulty – what should I do?

We're sorry if something arrived in less than perfect condition. Please email us at service@mail.kailashway.com within 48 hours of delivery, including your order number and clear photos of the item and packaging. We'll review the issue promptly and arrange a replacement or refund where appropriate.

When will I receive my refund?

Once we've received and inspected your returned item, we'll notify you by email. Approved refunds are issued to your original payment method. Please allow a few business days for our processing, plus additional time for your bank or card provider to post the refund to your account, which can take up to 5–10 business days.

Who pays for return shipping?

If the return is due to our error, such as a faulty or incorrect item, we'll cover the return shipping cost. For returns due to change of mind or other personal reasons, the return shipping cost is generally the customer's responsibility. We'll confirm the details when you contact us to arrange your return.

Can I exchange an item for a different one?

Yes, exchanges are possible for eligible items within our return window, subject to availability. Email us at service@mail.kailashway.com with your order number and the item you'd like instead, and we'll let you know the next steps. If the new item differs in price, we'll explain how any difference is handled.