Every Charmly kit is checked and packed with care before it ships. Because our kits are DIY craft products (paints, brushes and hand-cast figurines), we accept returns and replacements only in the following cases:
- The item arrived damaged or broken in transit
- The item is defective (e.g. missing figurines, dried paints, missing brush)
- You received a wrong item (different from what you ordered)
📹 Unboxing video is mandatory
To be eligible for a replacement or refund, you must record a clear, continuous, uncut video of the package being opened — starting from the sealed, unopened parcel showing the shipping label, through to the contents being taken out. This is the only accepted proof of a damaged, defective or wrong item. Claims without an unboxing video cannot be accepted, without exception.
How to raise a claim
- Contact us within 48 hours of delivery — chat with us on WhatsApp or DM us on Instagram @charmly.kits
- Share your order ID, the unboxing video, and photos of the issue
- We'll review and respond within 2 business days. Approved claims receive a free replacement, or a full refund if a replacement isn't possible
What we can't accept
- Change of mind, dislike of colours/designs, or "no longer needed"
- Kits that have been opened, used or painted (unless the defect is what you're reporting)
- Personalised / custom-name kits, except when damaged, defective or wrong
- Claims raised more than 48 hours after delivery, or without an unboxing video
Cancellations
- Before your order ships: cancellation is free — contact us and we'll cancel and refund you in full
- After your order has shipped: the order can no longer be cancelled (a 100% cancellation fee applies, i.e. no refund on cancellation)
Refund timelines
Approved refunds are processed to your original payment method (UPI, card or netbanking via Razorpay) within 5–7 business days of approval. Your bank may take additional time to reflect the credit.