Exchanges

In case your order is defective or damaged or doesn’t suit you, we also provide the option of replacing your product for the same/ any other item from our store.

* A video recording of the unboxing process: This video should clearly show the condition of the product before you open it.
* Evidence of product damage: This could be a photo or video showing the specific damage to the product.
This policy is likely in place to prevent fraudulent returns, where customers might claim a product is damaged after using it. By requiring video evidence, the seller can verify the condition of the product upon delivery and ensure that the return is legitimate.

Return Shipping

We will arrange for the return pick up from the originally delivered address only. If 7 days have gone by since your purchase, unfortunately, we can’t offer you a refund or exchange. To be eligible for a return/exchange, your item must be unused and in the same condition that you received it. It must also be in the original packaging. Please also return any freebies received with the order

Please note that Cash-on-Delivery charges and Shipping Charges (if applicable) are not refundable. 

Note:

• For any defective/ damaged/incomplete/wrong order delivered, we request you to inform us within 48 hours of receiving the order with the unboxing video of the product received.

1. For defective and wrong. You can do so by clicking on ‘Return’ under the ‘My Orders’ section of the kianaindia.com Website and follow the instructions to upload the images. Please keep in mind the following–You need to share the images, unboxing video for wrong product with fully packed condition.
2. Kindly ensure the video is clear and the damaged/defective/missing part of the jewelry is highlighted in zoom.
3. You must send us a video of the original labels and tags intact box. If the video is not shared as per the mentioned details we will be not able to cater any further request.
4. We will be requiring a 360-degree unpacking video of the parcel for us to process the request further. Please note that insufficient evidence or visible signs of tampering with the packet may result in your claim not being honored. In all such cases, the brand reserves the right to take the final decision.

• In case you face any technical difficulties in following this process, kindly get in touch with us on contact@kianaindia.com or WhatsApp us on  +91 9368134559. We will then investigate the case and reply within 48-72 hours with the best available resolution.
  
  Any such complaint raised after 48 hours of receiving the order may not be considered.
• Return and exchange will be processed at the order level, not on a product-by-product basis. We no longer accommodate requests for return and exchange on a product-by-product basis.

• In case of missing items in return orders, i.e., where the customer claims to have returned multiple products but actual pickup doesn’t include all said items, the company has a right to deduct an amount up to the full MRP of the missing product from the refund amount. This shall extend to promotional products, including but not limited to free gifts.
• Once you have booked the return request, we request you to be available for the reverse pick-up, and we request you to answer calls from the delivery partner. In the absence of your availability or inability to answer the calls, the delivery partner may, at their discretion, cancel the reverse pick-up. In all such cases, the process will have to be re-initiated again, and the overall timeline will increase.
• Any single jewelry in a combo/ gift box cannot be replaced or returned.
• Products purchased in the period of a special promotional offer, contests, clearance or any special scheme, cannot be returned or replaced.