Refund policy

Last updated: 23rd September, 2026.

Every order that leaves Cahlén is packed with care. We hope it arrives exactly as it should: beautiful, intact, and ready to find its place in your home. If something goes wrong along the way, we want to make it right.

This policy explains how we handle cancellations, returns, replacements, refunds and store credit. Please read it before placing an order.

At a Glance

Damaged, defective or incorrect item? Write to us, preferably within 24 hours of delivery, and we will make it right with a replacement, repair or refund at no cost to you.
Changed your mind? Write to us within 5 days of delivery. Requests are reviewed individually and, if approved, settled as store credit, less a ₹300 return fee. Glassware and ceramics are not eligible.
Want to cancel? Write to us before your order is dispatched for a full refund.
Everything starts with an email to care@cahlenstudio.com. Please do not send anything back without hearing from us first.

Damaged, Defective or Incorrect Items

We take full responsibility for items that arrive damaged, defective, incorrect, incomplete, or materially different from their description.

At delivery: if the outer package is visibly damaged, torn or tampered with, please refuse the delivery or note the damage with the delivery partner, and let us know.

After opening: write to us at care@cahlenstudio.com as soon as possible, preferably within 24 hours of delivery, with:

Your order number
Clear photographs of the item and its outer and inner packaging
An unboxing video, if you have one. We strongly recommend recording one when opening glassware and other fragile pieces, as it allows us to resolve your concern fastest.
A brief description of the issue

Please keep the item and all original packaging until your concern has been resolved. We may ask for additional photographs, or arrange for the item to be collected and inspected.

Once your concern is verified, we will offer a replacement, repair or monetary refund, depending on the circumstances. Where the item needs to come back to us, we will arrange the collection at no cost to you.

The 24-hour window helps us investigate delivery concerns with our partners promptly. Reporting after this time does not take away the remedies available to you under consumer protection law, though it may take us longer to investigate.

Change-of-Mind Returns

We encourage you to review product descriptions, dimensions, materials, colours and photographs before placing an order, and to write to us with any questions before you buy.

We do not offer automatic returns or exchanges for change of mind, or where a correctly supplied product does not suit your space or style. If you would like to return something for a reason other than damage, defect or an incorrect item, write to us at care@cahlenstudio.com within 5 days of delivery.

These requests are reviewed individually and approved at Cahlén Studio's discretion. To be considered, your item must be:

Unused, unwashed and in its original condition
In its original packaging, with all tags, labels, inserts and accessories intact
Accompanied by your order number or proof of purchase

If your return is approved, we will send you instructions and the return address. Please do not send any item back without our confirmation, as unapproved returns cannot be accepted.

Return fee: a flat fee of ₹300 per order is deducted from the store credit for change-of-mind returns to cover reverse shipping and handling.

Inspection: every returned item is inspected when it reaches us. If it does not meet the conditions above, for example if it has been used, washed, damaged, or is missing parts or packaging, the return will not be accepted and the item will be sent back to you.

Repeated returns: to keep our prices fair for everyone, we may decline change-of-mind return requests from customers with a pattern of frequent returns.

Items Not Eligible for Change-of-Mind Returns

Glassware, ceramics and other fragile items, including glasses, tea light holders, vases and decorative pots
Items purchased during a sale or at a marked-down price
Items purchased using a promotional discount code, other than our first-order welcome offer
Gift cards
Items that have been used, altered, or damaged after delivery through handling or misuse

These exclusions apply only to change-of-mind returns. They never affect your right to a remedy where an item arrives damaged, defective, incorrect or materially misdescribed.

Refused or Unclaimed Deliveries

If a delivery is refused without a valid reason, or cannot be completed because of an incorrect address or the recipient's repeated unavailability, the order will be returned to us.

Once it reaches us and is inspected, it will be treated as a change-of-mind return: the amount paid will be issued as store credit, less the ₹300 return fee. If you would prefer us to re-send the order instead, we will let you know the redelivery charge before doing so.

This does not apply where a parcel is refused because it is visibly damaged, or where a delivery fails because of an error by us or our delivery partner. In those cases, we will make it right at no cost to you.

Cash on Delivery Orders

For cash on delivery orders, the following applies in place of the section above.

After you order, our team will call or WhatsApp you to confirm and share a UPI link for a small advance: ₹300 for orders up to ₹5,000, or ₹2,000 for orders above ₹5,000. The advance is adjusted against your bill, so you only pay the balance in cash on delivery. Orders not confirmed within 48 hours are cancelled at no cost.

If a confirmed order is refused at delivery for reasons other than damage, a wrong item or a delay on our part, the actual two-way shipping cost is deducted from the advance and the rest is refunded within 7 working days. If we cancel a confirmed order, your advance is refunded in full within 7 working days, along with a 10% discount on your next order (valid for 90 days).

Store Credit

Approved change-of-mind returns are settled as store credit once the item has been received and passed inspection.

Store credit is issued for the amount you paid for the returned item, less the ₹300 return fee.
It is valid for 12 months from the date of issue and can be used on any purchase at cahlenstudio.com.
It is not redeemable for cash, except where required by law.

Store credit is never imposed as the only remedy where you are entitled to a monetary refund, such as for a damaged, defective or incorrect item, or an order we are unable to fulfil.

Monetary Refunds

Where a monetary refund is due, it will be initiated within 7 business days of approval, or of the returned item reaching us if a return is required. Refunds are made to your original payment method.

We will email you once your refund has been initiated. The time it takes to reach your account depends on your bank or payment provider, usually 5-7 business days.

Cancellations

Before dispatch: write to us at care@cahlenstudio.com as soon as possible. If your order has not yet been dispatched, we will cancel it and refund the full amount to your original payment method. As orders placed before 12:00 PM are usually dispatched the same day, please write to us quickly.

After dispatch: once an order has been handed to our delivery partner, it can no longer be cancelled. Refusing the delivery will be treated as described under Refused or Unclaimed Deliveries.

If we cancel: if we are unable to fulfil your order for any reason, we will let you know and refund the full amount to your original payment method.

Gifts with Purchase

If your order included a complimentary gift and you request a change-of-mind return, the gift should be returned with it in its original condition, unless we confirm otherwise. If it isn't returned, its value, as shown at the time of purchase, will be deducted from your store credit.

A Note on Natural Variation

Many of our pieces, including enamelled wood, embroidered textiles, glass, marble and hand-finished metal, may show slight variations in colour, texture, grain, pattern, dimensions or finish. Colours may also look slightly different depending on your screen and lighting.

Where such variations are natural to the material and have been described, they are part of the piece's character and not a defect. This never excludes your right to a remedy where a product is defective or materially different from its description.

Your Statutory Rights

Nothing in this policy limits or excludes your rights under the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020, or any other applicable law. This includes your right to a refund, replacement, repair or compensation, and your right to approach a consumer dispute redressal commission or the National Consumer Helpline.

Customer Grievance Redressal

If you have a complaint about a product, return, refund or any other part of your order, please contact our Grievance Officer:

Grievance Officer: Dileep Kumar
Designation: Operations Manager & Grievance Officer, Cahlén Studio
Email: care@cahlenstudio.com
Contact Number: +91 97118 17767
Address: Yahee Living LLP, 447/19, Green Road, Arya Nagar, Rohtak, Haryana - 124001, India.

Complaints are acknowledged within 48 hours and resolved within one month. If your concern remains unresolved, you may approach the appropriate consumer dispute redressal commission or the National Consumer Helpline (1915).

Disputes

This policy is governed by the laws of India. Disputes will be subject to the jurisdiction of the competent courts and consumer commissions under applicable law.

Questions

For anything about this policy or a specific order, write to us at care@cahlenstudio.com. We typically reply within 1-2 business days.

This policy applies to all purchases made on cahlenstudio.com and should be read together with our Terms of Service, Shipping Policy and Privacy Policy. We may update it from time to time. The current version will always be on this page, and updates will not remove rights you have already gained on a past order.