Return & Exchange Policy

Kotawala Legacy – Handcrafted Silver Jewellery

At Kotawala Legacy, every silver jewellery piece is handcrafted by skilled artisans. Minor variations are natural and add to the beauty of handmade craftsmanship.
Your satisfaction matters to us, and we aim to make returns and exchanges simple and transparent.

Exchange Window

We offer a 7-day exchange policy on all unused and unworn products.
No questions asked—simply request an exchange, and we’ll take care of the rest.
Exchanges are processed only after the original product has been picked up or received at our warehouse.

How to Initiate a Return / Exchange

1. Submit a request through our website, or contact our Customer Support team.

2. Keep the product ready and ensure availability for reverse pick-up.

3. Answer all calls from the delivery partner to avoid cancellation of the request.

4. If the return gets cancelled due to non-response, the process will need to be re-initiated.

Return Pick-Up & Shipping

• Most locations support reverse pickup.

• If your pin code does not support reverse pickup, you may be asked to self-ship the product.

  • We reimburse up to ₹100 for return courier charges.

  • If shipping cost exceeds ₹100, the additional amount will be adjusted against your refund/credit note.

• For non-serviceable areas, the customer must ship the parcel to our warehouse, after which ₹100 will be reimbursed.

Important Return Conditions

To ensure a smooth return process, please make sure:

• The product is unused and unworn.

• Original packaging and all items received are included:
  washers, screws, stoppers, hooks, pouches, care card, etc.

• The item is securely packed using proper bubble wrap.

Missing Items in Return Orders

If multiple items were ordered but fewer are returned during pickup, the full MRP of the missing item(s) will be deducted.

Empty Parcel or Missing Product Claims

If you receive an empty or tampered parcel:

• Contact us within 24 hours of delivery.

• Provide a 360-degree unboxing video showing the sealed package being opened.

• Claims without sufficient evidence may be rejected.
  Kotawala Legacy reserves the right to make the final decision on such cases.

Exchange Process

1. Email us at legacykotawala@gmail.com within 36 hours of delivery with:

   • Clear images

   • Original packaging

   • Reason for exchange

   • Name, number, address & order ID

2. After approval, ship the product within 24 hours with valid tracking details.

3. Once received, the product undergoes a quality check.

4. A credit note will be issued, valid for 1 month.

5. Shipping for the exchanged item is free.

Refund Policy

Refunds are not offered, except in rare cases where a damaged product is received and a replacement is not available.

Need Help?

We’re always here to assist you.
WhatsApp: +91 97112 05362
Email: legacykotawala@gmail.com