Refund policy
Returns and Exchange Policy
We replace or exchange any piece that reaches you defective, damaged or incorrect, once you send us an unedited unboxing video. Because every piece is made by hand and to order, exchanges are limited to these cases.
Every Ya Qalbi piece is cut, tooled and stitched by hand in our Jaipur workshop, and each one is made individually.
What we accept
- Manufacturing defects, such as broken stitching, faulty hardware or a damaged zip
- Damage in transit
- The wrong item delivered
What is not covered
- Change of mind, or the piece not suiting your taste
- Ordering the wrong size, colour or variant
- Natural variation in leather. Hair-on and full-grain hides carry their own grain, markings and shade. This is the nature of real leather, not a defect.
- Wear, scratches, patina or damage from use, water or improper care
- Items that have been used or altered, or are not in original condition with tags and packaging
- Customised and Limited Edition pieces, unless defective
The unboxing video is compulsory
To raise any claim you must send a single continuous unboxing video that:
- Starts before the parcel is opened, showing the sealed package and the shipping label clearly
- Runs with no cut, pause or edit until the item is fully unpacked
- Clearly shows the defect or damage
We cannot process a claim without this video. It is the only proof our courier partners accept, and it protects you as much as us. Please film every Ya Qalbi parcel you open.
How to raise a claim
- Write to us within 5 days of delivery at yaqalbipvt.ltd@gmail.com or on WhatsApp at +91 8003450708.
- Send your order number, the unboxing video and clear photographs of the defect.
- We respond within 2 working days.
- If the claim is approved we arrange pickup at our cost and send a replacement of the same piece. If that piece is no longer available, we issue store credit for the full amount.
Claims raised after 5 days, or without an unedited unboxing video, cannot be accepted.
Cancellation
You may cancel any order before it is dispatched. The full amount, shipping included, is refunded to the original payment method within 1 to 3 working days. Once the parcel is handed to the courier it cannot be cancelled.
Refunds
Refunds are issued where you cancel before dispatch, and where we cannot replace an approved defective piece and you prefer a refund to store credit. Every refund goes back to the account or card you paid from, and reaches you within 7 to 10 working days. Shipping of Rs. 199 is refunded only on orders cancelled before dispatch.