Returns & Refunds Policy

Effective Date: 15 July 2026

At Kundavai by Chella™, every garment is individually made to order. We encourage customers to review product descriptions, sizing information, and colour selections carefully before placing an order.

Your Consumer Rights

Nothing in this policy limits any statutory consumer rights available to you under applicable law.

If you are purchasing as a consumer in the European Union or European Economic Area, you normally have the right to withdraw from an online purchase within 14 days of receiving the product, without giving a reason.

This right normally applies to products ordered in the standard sizes, colours, and designs offered in our store, even when the product is manufactured after the order is placed.

The withdrawal right may not apply to products made to your individual specifications or clearly personalised for you, such as products featuring a personal name, image, custom measurements, or another unique customer-requested feature.

How to Exercise Your Right of Withdrawal

No customer account or login is required.

Before the 14-day withdrawal period expires, you must clearly notify us that you wish to withdraw from your purchase. You may do this by:

- Completing the Withdrawal Request form available on our website; or

- Emailing support@kundavaibychella.com

Please provide:

- Your full name

- The email address used when placing the order

- Your order number

- The product you wish to return

- A clear statement that you wish to withdraw from the purchase

We will acknowledge your request and provide the correct return address and return instructions. Return locations vary depending on the fulfilment facility, so please do not send the product to the address shown on the original parcel unless instructed to do so.

After notifying us, you must send the eligible product back within 14 days.

Customers outside the EU and EEA may have additional or different rights under applicable local consumer-protection law.

If a returned garment shows signs of use beyond what is reasonably necessary for inspection—including being worn, washed, damaged, stained, carrying strong odours, or otherwise not returned in its original condition—we reserve the right to reduce the refund to reflect the diminished value of the product, as permitted by applicable consumer protection laws.

Items that cannot reasonably be resold due to their condition may not be eligible for a full refund.

Returns

Where a return is accepted, returned items must be:

• Unworn

• Unused

• Unwashed

• In their original condition

• Returned with all original tags and original packaging

Unless the item is faulty or incorrectly supplied, the customer is responsible for return shipping costs.

Made-to-Order Products

Because every garment is individually knitted after your order is placed, we generally cannot accept returns or exchanges for:

• Change of mind

• Incorrect size selected by the customer

• Incorrect colour selected by the customer

Please consult our Size Guide before ordering.

Faulty, Damaged or Incorrect Items

If your order arrives damaged, defective, or you receive the wrong product, please contact us within 30 days of receiving your order.

Please include:

• Your order number

• A description of the issue

• Clear photographs showing the problem

After reviewing your claim, we will arrange an appropriate solution, which may include a replacement or refund in accordance with applicable consumer protection laws.

In many cases, photographs will be sufficient, and returning the product may not be necessary.

How to Request a Return

Please contact us before sending any product back.

Email:

support@kundavaibychella.com

Include:

• Order number

• Reason for your request

• Photographs where relevant

If your request is approved, we will provide the correct return address and return instructions.

Please do not return products to the address shown on the original parcel unless instructed to do so, as return locations vary depending on the fulfilment facility.

Unauthorised returns may not be accepted.

We recommend using a tracked shipping service for all approved returns.

Refund Processing

Once your returned product has been received (where applicable) and inspected, we will notify you of the outcome.

Approved refunds will be issued to your original payment method.

Depending on your payment provider, refunds typically appear within 5–10 business days.

Exchanges

As every garment is individually made to order, we do not offer direct exchanges.

If you are eligible for a refund, you may place a new order once the refund has been processed.

Dispute Resolution

If we are unable to resolve your complaint together, you may submit your dispute to the Swedish National Board for Consumer Disputes (Allmänna reklamationsnämnden – ARN).

ARN
Box 174
101 23 Stockholm
Sweden

Website: https://www.arn.se

Kundavai by Chella™ intends to follow ARN's recommendations where applicable.

Contact Us

If you have any questions regarding this Returns & Refunds Policy, please contact us:

support@kundavaibychella.com