CANCELLATION, RETURN & EXCHANGE POLICY

At Katij, every piece reflects our love for Kashmiri craftsmanship and attention to detail. We want you to feel confident when placing an order with us. Please read our cancellation, return and exchange policy before making a purchase.

1. Order Cancellation

We understand that plans can change.

Before dispatch: You may request cancellation of your order before it has been dispatched. Please contact us as soon as possible by email or WhatsApp with your order number.

Customised orders: Orders involving custom sizing, alterations or other personalisation may be cancelled only before customisation or production has begun.

After dispatch: Once an order has been handed over to the courier, it can no longer be cancelled. Any return or refund request will be handled in accordance with our return policy and applicable law.

Refunds on cancelled orders: For an approved cancellation, all amounts paid will be refunded to the original payment method, subject to applicable law and payment-provider procedures.

Katij does not charge a cancellation fee.

2. Returns and Refunds

As our garments feature carefully selected fabrics and artisanal detailing, we do not offer refunds for change of mind, colour preference or a size-selection error on otherwise correctly supplied products. Eligible standard-size garments may qualify for a size exchange as outlined below.

However, we will address requests involving products that are damaged, defective, incorrect, incomplete or materially different from their website description or agreed specifications. We will also address orders delivered later than the delivery timeline committed at purchase, except where an applicable force-majeure exception applies.

In such cases, please contact us so we can arrange the appropriate return and provide a replacement, exchange or refund, as applicable under law.

3. Size Exchanges

We offer a one-time size exchange on eligible, non-customised products, subject to availability.

To request an exchange:

Contact us within 7 calendar days of delivery.

The garment must be unworn, unwashed and unaltered, with its original tags and packaging intact.

The garment must be free from stains, damage, perfume or other signs of use beyond reasonable inspection.

Exchanges are subject to availability of the requested size.

For exchanges requested due to size preference, the customer is responsible for return shipping and any applicable reshipping charges. These charges will be communicated before the exchange is confirmed.

If the required size is unavailable, we will contact you to discuss the available options.

These conditions do not limit any remedies available under applicable consumer law.

4. Damaged, Defective or Incorrect Orders

If your order arrives damaged, defective, incomplete or incorrect, please contact us as soon as possible, preferably within 48 hours of delivery, so we can investigate and resolve the issue promptly.

Please share your order number and clear photographs or videos of the product and packaging, where available.

Once the issue is verified, Katij will arrange the appropriate resolution in accordance with applicable law. Where a return is required because of an issue attributable to Katij, the return shipping cost will be borne by Katij.

Please contact us before sending any item back so we can guide you through the process.

5. Customised and Handcrafted Pieces

Products customised or altered to a customer's specifications are not eligible for returns or exchanges due to change of mind or fit preference once the customisation or alteration has begun.

This restriction does not apply to defective, incorrect or materially misdescribed products, or to any remedy required under applicable law.

As our garments may feature artisanal embroidery and hand-finished details, minor variations inherent in handcrafted work may occur. Slight colour differences between photographs and the actual garment may also result from lighting or screen settings. These variations do not exclude a claim where a product is materially different from its description or agreed specifications.

6. Refund Processing

Approved refunds will be initiated to the original payment method within 7 business days of approval and, where applicable, receipt and inspection of the returned product.

The time taken for the amount to reflect in your account may vary depending on your bank, payment provider or financial institution.

All refunds will be processed in accordance with applicable law.

7. How to Contact Us

For cancellation, return, exchange or refund assistance, please contact:

Email: contact@katij.in
WhatsApp: +91 98181 04626

Please include your order number and a brief description of your request so our team can assist you.