Refund & Cancellation Policy

1. Overview

At Qalla Preservation Studio, we are committed to transparent, fair business practices. Because our offerings include both ready-made botanical decor and custom-cast keepsakes involving perishable, sentimental wedding flowers, this policy outlines our terms regarding cancellations, returns, and refunds.

2. Order Cancellations

Cancellation eligibility depends on your order category:

• Ready-to-Ship Products & DIY Kits: You may cancel your order within 24 hours of placement or prior to dispatch for a 100% full refund.
• Custom Floral Preservation Keepsakes: Cancellations with a full refund (applicable to both the 70% advance deposit for orders ≥ ₹5,000 and full upfront payments for orders < ₹5,000) are accepted within 24 hours of booking and prior to your flowers arriving at our studio. Once flowers arrive and enter the 42-day silica desiccation chambers or resin casting stages, orders cannot be cancelled or refunded due to the custom labour and irreversible preservation process already performed on organic materials.
• Workshop Bookings: Cancellations made at least 7 days before the event are eligible for a 100% refund. Cancellations within 7 days are non-refundable due to limited seats and pre-allocated materials, but may be transferred to another person upon written notice.

3. Refund Processing Timelines

When a refund is approved by our team:

• Payment Source: All refunds are issued directly to the original payment method (Credit/Debit Card, Net Banking, UPI, or Wallet) processed securely via our payment gateway partner, Razorpay.
• Processing Window: Refunds are initiated within 24 to 48 business hours. The funds typically reflect in your bank account or card statement within 5 to 7 business days, subject to your bank's clearance cycles.
• No Cash Refunds: We do not offer cash refunds under any circumstances.

4. Returns & Non-Returnable Items

Due to the custom-cast nature of resin botanical art:

• Custom Preserved Keepsakes: Bespoke wedding flower keepsakes and personalized blocks are strictly non-returnable once delivered, as they are personalized to individual client memories.
• Natural Organic Variations: Subtle organic color shifts (e.g. deep red petals deepening or white petals curing to antique ivory) and microscopic bubbles are authentic characteristics of handmade botanical resin casting, not manufacturing defects.
• Ready-to-Ship Returns: Unused ready-made decor in original packaging may be returned within 7 days of delivery. Return courier shipping is the client's responsibility.

5. Transit Damage Protection & Replacements

If your package arrives with damage incurred during transit:

• Please record an unboxing video and take clear photographs of the package and item.
• Email us within 48 hours of delivery at support@qalla.in or WhatsApp +91 9056796091 with your Order ID.
• Our studio will inspect the claim and provide immediate resolution: complimentary studio restoration, re-polishing, or a replacement at zero extra cost.

6. Late or Missing Refunds

If you have not received an expected refund after 7 business days from our confirmation notice:

• First, re-check your bank account or credit card statement.
• Contact your credit card company or bank, as financial institutions often require additional processing days to officially post credits.
• If you have completed these steps and still have not received your funds, please reach out to our team at support@qalla.in and we will verify the Razorpay gateway settlement ID for you.

7. Support & Grievance Contact

To request a cancellation, refund, or assistance with your order, please contact our support team: