Refund policy

Before you think of placing a return, please take a moment to read this and understand how our products are made. Everything at Masala Chai is handmade with utmost love by artisans residing in villages or remote areas of our country and is curated thoughtfully keeping in mind its impact on their lives. At the heart of our brand lies a deep commitment to the crafts we promote and to ensure that every time you order from us, we deliver an experience that is absolutely hassle-free.

Needless to say, each piece is truly special and meticulously crafted by skilled artisans. And even though the artisans make every effort to create only the best, imperfections are what make each piece unique and captivating. So if you notice slight variations in colour, shape or size among our products, don't worry, that's just their way of saying that 'I'm one of a kind!' 

The minor imperfections is what defines a true handmade product.

For that very reason, these products may not be eligible for an Exchange or Return. However, we’re committed to ensure that we always get it right for you because let's face it, life's already complicated enough.

Is my order eligible for a Return or an Exchange?

To safeguard our artisans efforts we only have a Return or Exchange policy if you receive a product that is inaccurate, has a legitimate quality flaw, damaged, or doesn't fit properly (provided the products are unused, unworn and intact with all the tags & labels). We would be happy to initiate an exchange for you in such a scenario.

So, please carefully read the product description and follow the size chart and other guides mentioned along with each item before placing the order. 

If you do not wish to exchange the product, you can request for a Store Credit of the order amount (excluding return shipping) which will be valid for 3 months from the issued date. (Shipping costs are non-refundable and will not account for the amount of the store credit voucher).

If your piece is damaged or incorrect, please send us proper photographs for proof of delivery condition or damages and request an exchange within 7 days of receipt of the item to info@masala-chai.com

Exchange Process

Once you have emailed us the details, we will arrange a reverse pick-up for all domestic returns and exchanges within next 3-4 days. Please ensure that the product is in its original packaging with tags intact. 

International Orders

We do not accept exchange for any cross-border orders unless the product is defective or a wrong item/size was shipped.

Do you cover lost or stolen packages?

We do not refund for lost in transit, stolen or un-retrieved packages that have been confirmed as delivered. Therefore, it is important to ensure that your delivery address is both correct and secure. In the event that an item is marked as undeliverable due to an incorrect shipping address, we can resend it, however, please note that a reshipment fee will apply.

Can I exchange a Sale item?

Only items that are priced at regular rates (non-discounted) are eligible for returns or exchange. Sale items are final and cannot be returned as they are sold at their best price.

Please Note: Not all products are eligible for first order discounts. Such offers are always dependent not only on the availability but also the uniqueness of the product. 

 

What happens if the desired product is unavailable?

If the product you wish to pick as an exchange is not available, we will inform you within 2-3 days of receiving the product back from your end. We will provide you with 2 options in this scenario: Allow some time for the product to become available or receive a Store Credit which will be valid for 3 months from the issued date. Like we said, we really want to get it right for you!