RETURNS, REFUNDS & CANCELLATION POLICY

At KATTAM, every product is carefully quality-checked and packed before dispatch to ensure that our customers receive their orders in excellent condition.

We request all customers to review the product descriptions, photographs, dimensions, materials, colours and other relevant details before placing an order.

Please read this policy carefully before purchasing from www.kattam.in.

This policy applies to purchases made through our official online store. Purchases made at the KATTAM Experience Centre are governed by the applicable in-store purchase terms.

1. No Return / No Exchange Policy

KATTAM follows a No Return / No Exchange Policy for products delivered in good condition.

We do not accept returns, exchanges or replacements for reasons related to personal preferences, change of mind or product suitability.

Returns or exchanges are not accepted for:

• Products that feel heavier or lighter than expected.

• Products that appear bigger or smaller than expected.

• Size-related concerns where dimensions or measurements were provided.

• Minor colour variations caused by photography, lighting or device display settings.

• Products that do not match a customer's personal styling preferences.

• Change of mind after receiving the order.

• Slight variations in handmade or hand-set jewellery.

• Natural irregularities in stones, beads or handcrafted designs.

• Variations in stone combinations in certain handmade products.

• Slightly bent earring stems where bending is part of packaging or protection.

• Loose beads or stones that can be easily secured.

• Damage to complimentary accessories or freebies, such as decorative ropes.

Important: Minor variations resulting from handcrafted production are normal and are not automatically considered manufacturing defects.

This policy does not restrict remedies available for defective, damaged, incorrect or misdescribed products under applicable consumer protection laws.

2. Damaged, Incorrect or Missing Products

While every order undergoes quality checks before dispatch, we understand that unexpected issues may occasionally occur during shipping.

If you receive:

• A transit-damaged product.

• A broken product.

• An incorrect product.

• A missing product.

• An order with a quantity discrepancy.

Please contact our online customer support team within 24 hours of delivery.

Required Information

To help us investigate the issue, please provide:

1. Your KATTAM Order ID.

2. Registered mobile number or email address.

3. A brief description of the issue.

4. Clear photographs of the affected product and packaging.

5. A complete, continuous and unedited unboxing video.

Claims will be reviewed based on the information and evidence provided.

3. Mandatory Unboxing Video Policy

To support claims involving transit damage, missing items, incorrect products or quantity discrepancies, customers are required to record a complete, continuous and unedited unboxing video.

Unboxing Video Requirements

The video must:

1. Begin before the parcel is opened.

2. Clearly show the shipping label and original sealed packaging.

3. Capture the entire opening process without cuts, pauses or edits.

4. Clearly display all products received inside the parcel.

5. Show any visible damage, missing items or discrepancies.

Videos That May Not Be Accepted

• Videos recorded after the parcel has already been opened.

• Edited or incomplete recordings.

• Videos that do not show the original sealed packaging.

• Videos that do not clearly display the products received.

• Separate clips that do not establish the complete unboxing process.

Claims without sufficient supporting evidence may be declined following review.

Important: Please retain the original packaging, product tags and affected products until our support team completes the verification process.

The unboxing-video requirement is intended to help verify shipping-related claims and does not override mandatory statutory consumer rights.

4. Replacement Policy for Approved Claims

KATTAM primarily offers product replacements for verified transit-damaged, incorrect or defective products.

Once the issue has been reviewed and approved, our support team will guide you through the replacement process.

Step 1: Report the Issue

Contact KATTAM within 24 hours of delivery with the required photographs and unboxing video.

Step 2: Claim Verification

Our team will review the evidence and may request additional information where reasonably necessary.

Step 3: Return of the Affected Product

Where return of the affected product is required, the following options may be available.

Option A – Return Pickup

If your delivery pincode supports return pickup, KATTAM will arrange a pickup for the approved product.

Option B – Self-Shipping

If return pickup is unavailable, you may be requested to self-ship the product to the return address provided by our support team.

For eligible approved claims, KATTAM will reimburse reasonable self-shipping expenses up to ₹80.

Please retain the courier receipt and tracking details.

Do not self-ship any product before receiving written approval and return instructions.

Step 4: Product Inspection

Once the returned product is received, it will undergo verification.

The product should be returned with its original packaging, tags and accessories where reasonably possible.

Step 5: Replacement

If the claim is approved following verification, KATTAM will arrange a replacement of the same product, subject to availability.

Replacement dispatch timelines will be communicated by our support team.

5. Refund & Store Credit Policy

For approved transit-damage and eligible replacement claims, replacement is the primary resolution.

If the same product is unavailable, KATTAM will issue store credit equivalent to the eligible product value.

Store Credit Conditions

• Store credit can be redeemed on www.kattam.in.

• Store credit cannot be exchanged for cash.

• Store credit is not transferable unless specifically approved by KATTAM.

• Store credit cannot be combined with selected promotional offers.

• Applicable shipping charges may apply to orders placed using store credit.

• Any validity period will be communicated when the credit is issued.

Cash Refunds

KATTAM does not ordinarily provide cash or bank refunds for change-of-mind requests or approved transit-damage claims where replacement or store credit is an appropriate remedy.

Where a monetary refund is required under applicable law, or where KATTAM cancels a prepaid order that cannot be fulfilled, the refund will be processed through an appropriate payment method.

Important: Nothing in this policy limits any refund or other remedy that a customer is legally entitled to receive.

6. Sale, Discount & Promotional Orders

Products purchased under promotional offers, including:

• Buy 1 Get 1 (B1G1).

• Buy 2 Get 1 (B2G1).

• Buy 2 Get 2 (B2G2).

• Clearance sales.

• Festive offers.

• Special discount campaigns.

• Other promotional or sale offers.

are not eligible for returns or exchanges due to change of mind, personal preference, sizing or suitability.

However, customers may still report damaged, defective, incorrect or missing products under the applicable claim process.

Promotional purchases remain subject to mandatory consumer protection rights.

7. Order Cancellation Policy

Once an order has been successfully placed and confirmed, customer-requested cancellations are not permitted.

KATTAM begins inventory allocation, quality checks, packing and fulfilment shortly after confirmation.

Important Cancellation Conditions

• Orders cannot be cancelled after confirmation simply because of a change of mind.

• There is no 2-hour cancellation window.

• There is no standard 8% cancellation option.

• Confirmed prepaid orders are not eligible for voluntary cancellation.

• Confirmed COD orders are not eligible for voluntary cancellation.

• Requests to cancel an order cannot be processed at the physical store.

• Courier-related delays do not automatically make an order eligible for cancellation.

Customers are requested to verify all order details before completing checkout.

Cancellation by KATTAM

KATTAM reserves the right to cancel an order in circumstances including:

• Product unavailability.

• Payment failure or unsuccessful payment verification.

• Incorrect pricing or technical errors.

• Suspected fraudulent transactions.

• Failed COD verification.

• Incomplete customer information.

• Operational inability to fulfil the order.

If KATTAM cancels a prepaid order before fulfilment, the applicable amount paid for the cancelled order will be refunded through the original payment method or another appropriate method.

For COD orders cancelled before fulfilment, any token advance already collected will be handled according to the reason for cancellation and applicable law.

8. Cash on Delivery (COD) Orders

Cash on Delivery is available for eligible Indian pincodes, subject to verification.

COD Payment Terms

• COD Handling Charge: ₹180 per order.

• Mandatory Token Advance: ₹500 to confirm the order.

• Balance Amount: Payable at the time of delivery.

The ₹500 token is adjusted against the order value and is not an additional charge.

COD Refusal & Return to Origin (RTO)

Customers are requested to accept confirmed COD orders when delivery is attempted.

If a COD order is refused, repeatedly undeliverable or returned to origin because of customer-related reasons, KATTAM may:

• Restrict future COD purchases.

• Require prepaid payment for future orders.

• Review any request concerning the COD token advance according to the circumstances and applicable law.

The ₹500 token is not automatically forfeited merely because a delivery attempt fails. Any deduction or retention must be supported by the terms communicated at checkout and applicable law.

Customers with previous RTO or repeated COD refusal history may be eligible for prepaid orders only.

9. Online Orders & Physical Store Policy

KATTAM operates through its official website, www.kattam.in, and its physical Experience Centre in Adyar, Chennai.

To ensure accurate order records, inventory management and customer support, online and physical-store purchases are handled through their respective channels.

Online Purchases

All purchases placed through www.kattam.in are classified as online orders.

For online orders:

• Returns, replacements, damage claims and store-credit requests must be initiated through KATTAM's online customer support team.

• Online orders cannot be returned or exchanged directly at the physical store.

• Customers cannot visit the physical store to request cancellation of an online order.

• The physical store cannot issue store credit or process monetary refunds for online purchases.

• Customers must not hand over online-purchased products to store staff without prior written authorisation.

• Online order complaints and fulfilment issues must be raised through the official online support channels.

• Online promotional offers and website pricing may differ from in-store offers.

Physical Store Purchases

Purchases made directly at the KATTAM Experience Centre are treated as physical-store purchases.

• In-store purchase queries should be directed to the store team.

• In-store purchases are governed by the applicable purchase terms communicated at the time of sale.

• Online-exclusive promotional offers and coupon codes may not be available at the physical store.

• In-store purchases cannot automatically be returned or exchanged through the online order process.

Important Clarification

The KATTAM Experience Centre is not an online-order return, replacement, cancellation or refund-processing location.

Customers who have placed orders online must contact the online customer support team, even if they live near or visit the physical store.

Any exception, including an authorised in-person product handover, must be confirmed in writing by KATTAM before visiting.

10. International Orders

International orders are governed by our separate International Shipping Policy.

International Returns & Exchanges

International orders are not eligible for voluntary returns or exchanges due to:

• Change of mind.

• Sizing or fit preferences.

• Colour or design preferences.

• Product suitability.

• Personal expectations.

If an international order arrives damaged, defective, incorrect or incomplete, customers should contact KATTAM within 24 hours of delivery, providing clear photographs and a continuous unboxing video.

International claims will be reviewed individually.

Where a return is approved, customers must obtain written instructions before shipping any product back to India.

International return shipping charges, customs fees and other applicable costs will be communicated during the claim process.

International Cancellation

International orders cannot be cancelled by the customer once confirmed under KATTAM's standard cancellation policy.

Customers are responsible for applicable import duties, customs charges and destination-country taxes.

For complete details, please refer to our International Shipping Policy.

11. Products Sent Without Approval

Customers must obtain written authorisation from KATTAM before returning any product.

Products sent without approval may not be accepted for processing.

Please do not:

• Send products directly to the Experience Centre.

• Send products to the registered office without instructions.

• Hand over products to store staff without authorisation.

• Arrange a return shipment before receiving confirmation from online support.

Once a return is approved, the correct return address and shipping instructions will be shared.

12. Customer Support & Claim Submission

For assistance with damaged products, incorrect products, missing items, replacements, store credit or cancellation-related queries, please contact:

KATTAM Online Customer Support

WhatsApp: +91 78719 86807

Email: support@kattam.in

Website: www.kattam.in

When Contacting Us

Please provide:

1. Order ID.

2. Registered name and contact number.

3. Description of the issue.

4. Clear product photographs.

5. Continuous unboxing video, where applicable.

Our team will review the information and guide you through the next steps.

13. Registered Address & Experience Centre

Registered / Correspondence Address

KATTAM

No. 45, Kovilur Road

Karaikudi, Tamil Nadu – 630001

India

Physical Store

KATTAM Experience Centre

Adyar, Chennai, Tamil Nadu.

For store visiting hours and location information, please contact KATTAM before visiting.

Please note: Neither the registered address nor the Experience Centre should be used as a return-shipping address unless specifically authorised in writing by KATTAM.

14. Policy Updates

KATTAM reserves the right to update this policy from time to time to reflect operational changes, service improvements and applicable legal requirements.

Updated policies will be published on www.kattam.in.

Changes will apply prospectively, subject to the terms communicated at the time of purchase and applicable law.

This policy should be read together with our Shipping Policy, International Shipping Policy, Privacy Policy and Terms & Conditions.