RETURNS, EXCHANGES & REFUNDS

CILWANA — Chosen with Intention. Kept with Care.

At Cilwana, each creation is selected for its design, detail and place within a considered wardrobe. We invite our clients to choose with care, using the product descriptions and size guidance provided before placing an order.

Our approach to returns reflects the nature of our collections: considered, limited and handled individually. The following policy explains when a return, exchange or refund may be available.

1. Our Return Philosophy

We accept return or exchange requests in the circumstances set out below:

• Damaged on arrival: The product arrives physically damaged or with a material defect.

• Incorrect size supplied: The size delivered differs from the size ordered.

• Genuine sizing concern: The delivered size is correct, but the footwear does not fit as reasonably expected. Such requests are subject to the eligibility conditions and assessment below.

Nothing in this policy limits any consumer right or remedy that cannot lawfully be excluded under applicable Indian law.

2. Reporting a Concern

Please contact our customer support team within 48 hours of delivery, wherever reasonably possible, if your order arrives damaged, defective or in an incorrect size.

Include your order number, a description of the issue and clear photographs of the product and its packaging. We may request further information where reasonably necessary to assess the claim.

If you discover an issue later or cannot report it within this period for a genuine reason, please contact us. A reporting deadline will not remove any rights that applicable law preserves.

3. Eligibility for Return or Exchange

To help us assess your request, the footwear should ordinarily be:

• Unworn and unused, apart from careful indoor fitting where necessary to assess size.

• In its original condition, with the original packaging, tags and accessories where supplied.

• Free from damage, stains, sole marks, alterations or other signs of use unrelated to the reported issue.

For sizing concerns, please provide the size ordered and the size received, together with any relevant fit details.

Products that have been worn outdoors, damaged after delivery, altered or returned in a condition inconsistent with the reported issue may not qualify for a voluntary return or exchange, subject to applicable law.

4. Refunds and Exchanges

Where a claim is approved, Cilwana will determine the appropriate remedy in accordance with the circumstances and applicable law. Depending on the case, this may include:

• A replacement in the correct size, where available.

• An exchange for an eligible alternative, where agreed.

• A refund to the original payment method where a refund is due or agreed.

Refunds are not ordinarily offered for a change of mind, a preference for another design or colour, or an incorrect size selected by the customer when the correct size was supplied and the product matches its description. This restriction does not apply where a refund or other remedy is required by law.

Where the issue is a genuine fit concern despite the correct size being supplied, contact our team for an assessment. An exchange may be offered where feasible; a refund will be provided where required by applicable law or otherwise approved under the circumstances.

5. Refund Processing

Once a return is approved and any required inspection is completed, eligible refunds will be initiated through the original payment method wherever practicable.

The time taken for the funds to appear in your account may depend on the payment provider or bank. We will communicate the status of the approved refund and any relevant processing information.

Where a refund is legally due, it will be processed within the applicable legal timeframe.

6. Return Shipping

If the product arrives damaged, defective or incorrectly supplied, please contact us before dispatching it back. We will advise you on the return procedure and applicable shipping arrangements.

For an approved return or exchange arising from a fit concern, our team will confirm the shipping arrangements and any charges before proceeding, subject to applicable law.

Please do not send an item to an address that has not been confirmed by our team.

7. Order Cancellations

If you wish to cancel an order, contact us as soon as possible. Cancellation may be possible before dispatch, but cannot be guaranteed once the order has entered fulfilment or has been dispatched.

Any cancellation, refund or remedy will remain subject to applicable law and the circumstances of the order.

8. How to Request Assistance

Please contact:

Brand: Cilwana
Email: info@cilwanastudio.com
Phone/WhatsApp: 96821 63330
Business address: 1st Floor, City Walk Mall, MA Road, Regal Chowk, Munshi Bagh, Srinagar, Jammu and Kashmir 190001

Include your order number in all correspondence so that we can review your request efficiently.

9. Our Commitment

We believe that luxury is expressed not only in the object itself, but also in the thoughtfulness with which a client is served. Every concern is approached with care, fairness and respect for the relationship that begins with a purchase.

Cilwana — Designed to be treasured. Served with consideration.