Return & Exchange Policy
All sales are final. Exceptions made only for defective or damaged products with verified video evidence.
Important Policy Notice
Our store operates under a strict no-return, no-exchange policy for all products under normal circumstances. We will only accept damage or defect claims accompanied by clear, unedited video evidence of package opening and product inspection. Claims without proper video documentation will be rejected automatically.
Core Policy
No Returns Policy
All products are sold as-is with no return option under any circumstances, including:
- Change of mind or customer preference
- Product color, size, or fit issues
- General dissatisfaction with the purchase
- Items that were used, worn, or tested
- Products opened and found unsuitable
No Exchanges Policy
We do not offer exchanges for any reason, including:
- Size or color exchanges
- Product upgrades or downgrades
- Replacements for personal preference reasons
- Items that don't meet expectations
The only exception is a one-time replacement for verified defective or damaged products.
Defective or Damaged Product Claims
We stand behind the quality of our products. If you receive a damaged or defective item, we will resolve it only if you provide clear video evidence of the damage from package opening.
What Qualifies as Damage or Defect:
✓ Acceptable Claims
- Product arrived broken or shattered
- Product arrived with manufacturing defects
- Product components missing from factory packaging
- Product damaged during transit despite proper packaging
- Product does not match the listed description or specifications
✗ Non-Acceptable Claims
- Customer-caused damage or misuse
- Damage from improper handling after delivery
- Claims without video evidence
- Claims submitted after 48 hours of delivery
- Edited or partially recorded videos
- Products opened and used before filing claim
- Vague descriptions without clear visual evidence
Video Documentation Requirements
⚠️ CRITICAL: Without proper video evidence, all damage and defect claims will be automatically rejected.
Continuous Recording
Video must be recorded in one continuous take from package opening to product inspection with NO cuts or edits.
Clear Documentation
Clearly show the package condition, opening process, and the defect or damage on the product.
Timestamp Visibility
Ensure the device timestamp is visible throughout the entire video to establish authenticity.
Product Inspection
Demonstrate the full extent of the damage or defect by showing all affected areas clearly.
Specific Video Requirements:
- 1.Unedited & Uncut: The entire video must be one continuous recording with no cuts, pauses, or edits.
- 2.Visible Timestamp: Your device's date and time stamp must be visible throughout the entire video.
- 3.Start with Unopened Package: Begin filming before opening the package to show its condition upon arrival.
- 4.Careful Opening: Slowly and carefully open the package while filming to demonstrate how the damage occurred.
- 5.Clear Damage Display: Show all defective or damaged areas clearly from multiple angles.
- 6.High Quality: Video must be clear and in good lighting. Blurry or dark videos will not be accepted.
How to File a Damage Claim
Record Video Evidence
Upon receiving your package, immediately record an unedited, continuous video showing the package opening and product condition.
Document the Damage
Clearly film all defective or damaged areas. The video must show the unboxing process without any cuts or edits.
Submit Within 48 Hours
Email your video evidence along with your order number and detailed description of the issue within 48 hours of delivery.
Review & Resolution
Our team will review your video evidence. Valid claims will receive a replacement or refund within 7-10 business days.
Submission Details:
- • Email To: kalavista.official@gmail.com
- • Subject Line: "Damage Claim - Order #[Your Order Number]"
- • Time Limit: Must be submitted within 48 hours of delivery
- • Include: Order number, order date, and detailed description of the issue
- • Video Format: MP4, MOV, or AVI (max 500MB)
Resolution & Timeline
Upon Approval of Valid Claim:
Days 1-3: We review your submitted video evidence and documentation.
Days 4-7: After approval, we send a replacement product or issue a refund to your original payment method.
Days 8-10: Replacement arrives or refund appears in your account (credit card refunds may take 3-5 additional business days).
If Claim is Rejected:
If your claim does not meet our requirements, you will receive a notification explaining the reason for rejection. No refund or replacement will be issued. You may resubmit with proper video evidence if the original submission was incomplete.
Important Disclaimers
- We reserve the right to reject any claims that appear fraudulent or lack clear evidence.
- Video evidence must clearly show the product condition before use or handling.
- Claims submitted without video or with edited footage will be denied automatically.
- Customers who abuse the claim process may be permanently banned from filing future claims.
- This policy does not override consumer protection laws applicable in your jurisdiction.
- All decisions regarding claim approval are final and non-negotiable.
Questions About This Policy?
If you have any questions about our return, exchange, or damage claim policy, please contact our customer service team.
Email Support
kalavista.official@gmail.com
Response within 24 hours
Damage Claims
claims@kalavista.official@gmail.com
Submit video evidence here