Return, Refund & Exchange Policy

At Kanav, every piece of hair accessory is carefully handcrafted with love and attention to detail. Due to the delicate and personal nature of our products, as well as hygiene and product-care considerations, we maintain a clear policy regarding returns, refunds, and exchanges.

Please read this policy carefully before placing your order. By placing an order with Kanav, you acknowledge and agree to the terms of this policy, subject to any rights available to you under applicable law.

1. General Return & Refund Policy

All sales are final.

Kanav does not accept returns or provide refunds, cancellations, or store credits for change of mind, personal preference, incorrect selection, or any reason other than an issue attributable to Kanav, subject to applicable consumer law.

Due to the delicate and personal nature of our hair accessories and hygiene considerations, we do not accept products back for general returns once delivered.

Where a product is verified to be defective, damaged in transit, or incorrectly supplied due to an error on our part, Kanav will provide an appropriate resolution in accordance with this policy.

Nothing in this policy is intended to exclude or restrict any consumer rights that cannot legally be excluded under applicable law.

2. Exchange Eligibility

We want you to receive your order in proper condition. An exchange may be offered where, after verification by Kanav, the product is confirmed to be:

Defective due to a manufacturing issue.
Damaged during transit.
Incorrectly supplied due to an error on our part, including the wrong product or variation being sent.

Exchange requests are subject to the reporting requirements, evidence, verification, and other conditions set out in this policy.

Where an exchange is approved, Kanav will, where reasonably possible, provide the same product or an equivalent replacement. If the same product is unavailable, Kanav may offer an appropriate alternative resolution.

3. Non-Exchangeable Situations

We do not accept returns or exchanges for the following:

Change of mind or regret of purchase.
Incorrect product selection, size, length, colour, or variation preference made during ordering.
Colour preference or where the product does not suit your expected look, outfit, hairstyle, or personal preference.
Minor differences in appearance that fall within normal handcrafted or photographic variations described in this policy.
Products that have been worn, used, washed, altered, repaired, stained, damaged, or improperly handled after delivery.
Products showing signs of use, wear, or attempted use. For hygiene and safety reasons, such products will generally not be eligible for exchange.
Customised or personalised orders, which are final sale and non-exchangeable, except where the item is confirmed to be damaged, defective, or incorrectly made/supplied due to an error on our part.

4. Natural Variations & Display Differences

Because our hair accessories are carefully handcrafted, slight variations may occur between individual pieces. These variations are a natural characteristic of handmade products and do not, by themselves, constitute a defect.

This may include minor differences in:

Colour or shade.
Size or shape.
Placement of tassels, embellishments, pom-poms, or other decorative elements.
Finishing and overall appearance.

Product colours and textures may also appear slightly different in person due to studio lighting, photography, screen brightness, colour settings, and individual device displays.

Such minor and reasonably expected variations will not qualify for an exchange.

5. Exclusions from Manufacturing Defects

An issue arising from misuse, improper care, normal wear, or handling after delivery will not be considered a manufacturing defect.

The following are specifically excluded:

Damage caused by pulling, cutting, stretching, excessive force, or rough handling.
Improper storage or handling.
Exposure to water, moisture, sweat, chemicals, perfumes, hairsprays, or heat.
Damage caused after delivery through use or accidental handling.
Normal wear and tear arising from use over time.

Please follow Kanav's product-care instructions to help preserve the accessory and its decorative elements.

6. Reporting Damaged, Defective, or Incorrect Items

If you believe that you have received a damaged, defective, or incorrect item, you must contact Kanav within 24 hours of delivery with your order number.

Transit Check

If the outer shipping package is visibly crushed, torn, tampered with, wet, or otherwise damaged at the time of delivery, please photograph the package before opening it and, where possible, notify the delivery agent immediately.

Reporting Timeframe

Damage, defect, or incorrect-item claims must be reported to Kanav within 24 hours of delivery.

Requests submitted after this period may not be considered, except where required by applicable law or where Kanav determines, at its discretion, that the circumstances justify an exception.

Evidence Required

To assess a claim, Kanav may require:

Clear photographs and/or videos of the product and the issue.
Photographs of the outer shipping package.
Photographs of the packaging and shipping label.
The order number and relevant order details.
Any other information reasonably required to verify the claim.

Failure to provide sufficient evidence may affect our ability to verify the claim and may result in the exchange request being declined.

Unboxing Video

We strongly recommend recording a continuous unboxing video beginning from the sealed package and showing the package, shipping label, opening process, and product immediately after opening.

An unboxing video is not mandatory in every case; however, it can be important evidence when assessing claims relating to transit damage, missing items, or incorrect products and may help us resolve the matter more efficiently.

Retaining Packaging

Please retain the original product packaging, tags, and other components until your claim has been reviewed and resolved.

Where packaging is reasonably required to verify a transit-damage claim, failure to retain it may affect our ability to verify the claim.

7. Verification & Processing of Exchanges

Once a claim and the required evidence are received within the applicable timeframe, Kanav will review the request.

Submission of photographs, videos, or other evidence does not automatically constitute approval of an exchange. Kanav may assess the product, packaging, photographs, videos, order details, and other relevant information before determining whether the claim qualifies under this policy.

Kanav reserves the right to decline an exchange request where:

The reported issue is not considered a manufacturing defect, transit damage, or an error by Kanav.
The product shows signs of use, wear, alteration, repair, or improper handling.
The issue falls within normal handcrafted or display variations.
The required information or evidence is not provided.
The claim is submitted outside the applicable reporting period, subject to applicable law.
The circumstances indicate that the damage occurred after delivery.

If an exchange is approved, Kanav will provide instructions for returning the product. Please do not ship any product back without receiving confirmation and return instructions from Kanav.

For approved claims relating to transit damage or an incorrect item supplied by Kanav, reasonable return shipping costs will be borne by Kanav in accordance with the return instructions provided.

Unauthorised returns sent without prior approval may not be accepted or processed, and any resulting shipping costs may be borne by the customer.

8. No Unauthorised Returns

Customers must not send products back to Kanav without first contacting us and obtaining return instructions.

Any parcel returned without prior approval may be refused, returned to the sender, or held pending further instructions. Kanav will not be responsible for loss or damage arising from an unauthorised return shipment.

9. Policy & Legal Rights

This policy applies to purchases made through Kanav's website and other applicable sales channels, subject to the terms communicated at the time of purchase.

Kanav reserves the right to verify every claim before approving an exchange and to take reasonable steps to prevent fraudulent, abusive, or repeated claims.

Nothing in this policy is intended to limit or exclude any consumer right, remedy, or protection that cannot legally be excluded under applicable law.