Last Updated: 10 August 2026

At Culinara, we take care in selecting, inspecting, packaging and dispatching every product we sell. Because our products are carefully packaged and shipped to customers, we operate a damage-based return and resolution policy rather than a general change-of-mind return policy.

This policy explains when a product purchased through the Culinara website may be returned, exchanged or refunded.

Culinara is the consumer-facing premium D2C brand owned and operated by Shah Agencies, a third-generation family business with decades of experience in the kitchenware industry.

Shah Agencies
4794, Deputy Ganj,
Sadar Bazar, Delhi – 110006, India

This policy applies only to purchases made through Culinara’s official website and does not govern wholesale or B2B transactions conducted by Shah Agencies.

1. Our Returns Policy at a Glance

Culinara accepts returns primarily where a product has been:

• Damaged during transit;
• Received in a materially defective condition;
• Received in a condition that does not reasonably conform to the product ordered; or
• Otherwise eligible for a remedy under applicable consumer law.

We do not ordinarily accept returns simply because a customer has changed their mind, ordered the wrong product, does not like the colour or appearance, or no longer requires the product, unless otherwise required by applicable law.

Because Culinara products are inspected and documented during packing, we require appropriate evidence to help us determine whether damage occurred before, during or after delivery.

2. Inspect Your Package at Delivery

We strongly recommend that customers inspect the outer packaging immediately upon delivery.

If the package appears:

• Crushed;
• Torn;
• Opened;
• Wet;
• Punctured;
• Heavily dented; or
• Otherwise visibly damaged,

please document the condition before opening the package wherever reasonably possible.

If the package appears damaged, please retain the packaging until your claim has been reviewed and resolved.

3. Unboxing Video Requirement

For damage-related return, replacement or refund requests, a continuous unboxing video is required wherever reasonably possible.

The video should:

1. Begin before the package is opened.
2. Clearly show the shipping label/order information.
3. Show the condition of the external packaging.
4. Show the package being opened.
5. Show the product and its condition immediately after opening.
6. Clearly capture any damage, breakage, dents, scratches or other relevant issue.

The video should be continuous and unedited so that the condition of the package and product can be reasonably assessed.

Additional photographs showing the damage may also be requested.

Why do we request an unboxing video?

Culinara maintains photographic and/or video records of products and packages during the packing and dispatch process.

These records may show:

• The product before dispatch;
• The product’s condition;
• Packaging;
• Protective materials;
• The completed parcel; and
• The shipping label.

These records help us investigate damage claims fairly and determine whether an issue may have occurred during packing, handling or transportation.

4. Reporting a Damaged Product

If you receive a damaged, defective or materially incorrect product, you must contact us as soon as reasonably possible and within 7 calendar days of receiving the order.

Please email the following to:

help@culinara.in

Required information

• Order number;
• Customer name;
• Registered email address or mobile number;
• Description of the issue;
• Clear photographs of the product;
• Photographs of the packaging;
• Unboxing video;
• Any other information reasonably requested by our customer support team.

Please use the subject line:

Return Request – Order #[Order Number]

5. The 7-Day Reporting Period

The seven-day period begins on the date the order is recorded as delivered by the relevant logistics provider.

Claims submitted after seven days may not ordinarily be eligible for a return, replacement or refund where the issue could reasonably have been identified earlier.

However, this limitation does not exclude any rights or remedies that cannot legally be excluded under applicable Indian consumer protection law.

6. Verification of Damage

Once we receive your claim, our team will review the information and supporting evidence.

We may compare the submitted evidence with:

• Packing photographs;
• Packing videos;
• Product inspection records;
• Order records;
• Dispatch records;
• Courier information;
• Delivery information; and
• Other relevant records.

We may request additional photographs, videos or information if the submitted evidence is insufficient to determine the nature or cause of the issue.

The purpose of this verification process is to ensure that genuine product damage and defects are resolved fairly while protecting against fraudulent or unsupported claims.

7. Approved Resolutions

If your claim is approved, Culinara may offer one of the following resolutions, depending on the circumstances and product availability:

A. Replacement

Where the same product is available, we may arrange a replacement.

B. Exchange

Where appropriate, we may offer an exchange for another eligible product, subject to availability and any applicable price difference.

C. Store Credit

You may choose store credit where offered.

Store credit may be used towards a future purchase on the Culinara website and will be subject to the applicable terms communicated at the time of issue.

D. Refund

Where a refund is appropriate, Culinara will process the applicable refund to the original payment method or through another lawful method agreed with the customer, subject to applicable payment-system requirements.

Where a product is defective, deficient, materially different from what was advertised or otherwise gives rise to a refund remedy under applicable law, Culinara will provide the remedy required by law.

8. Refunds

Once a refund has been approved, the refund will normally be initiated after the relevant verification and return process, where applicable, has been completed.

The time taken for the amount to appear in your account may depend on:

• Your bank;
• Card issuer;
• UPI provider;
• Payment gateway;
• Other financial institution; or
• The payment method originally used.

Culinara cannot control processing times imposed by external financial institutions.

9. Return Shipping

Where Culinara approves a return because a product was received damaged, defective or materially incorrect, Culinara will provide instructions regarding the return or collection process.

Customers should not independently ship products back to Culinara without receiving return instructions from our team.

Where the return is approved as a Culinara-responsible issue, applicable return shipping arrangements will be communicated to the customer.

For claims that do not qualify under this policy, Culinara may decline the return and any associated return shipping reimbursement, subject always to applicable law.

10. Products That Are Not Eligible for Ordinary Returns

Culinara does not ordinarily accept returns for:

• Change of mind;
• Incorrect product selection by the customer;
• Personal preference;
• Colour preference where the product matches the published description;
• Product no longer required;
• Minor variations inherent to manufacturing or finishing;
• Normal wear and tear;
• Damage caused after delivery;
• Improper use;
• Negligence;
• Accidental damage;
• Failure to follow care or usage instructions;
• Modification or alteration of the product;
• Commercial misuse where the product was sold for consumer use; or
• Products returned without prior approval.

Nothing in this section limits rights or remedies that cannot legally be excluded under applicable Indian law.

11. Minor Product Variations

Certain products may have minor variations in:

• Finish;
• Texture;
• Colour;
• Grain;
• Surface appearance;
• Dimensions; or
• Manufacturing characteristics.

Such variations may occur due to materials, manufacturing processes, lighting, photography or individual product characteristics.

A minor variation that does not materially affect the product’s functionality or conformity with its description will not ordinarily be treated as product damage or defect.

12. Wrong Product Received

If you receive a product that is materially different from the product you ordered, please contact us at:

help@culinara.in

within seven calendar days of delivery.

Please provide:

• Order number;
• Photograph of the product received;
• Photograph of the packaging and shipping label;
• Unboxing video, where available; and
• A description of the discrepancy.

After verification, Culinara may arrange an appropriate replacement, exchange, store credit or refund, as applicable.

13. Missing Items

If an item appears to be missing from your order, please notify us within seven calendar days of delivery at:

help@culinara.in

Please provide your order number and photographs/video of the package and its contents.

Culinara may review packing records, dispatch records and other relevant information before determining the appropriate resolution.

14. Products Damaged After Delivery

Culinara is not ordinarily responsible for damage that occurs after successful delivery due to:

• Improper handling;
• Improper installation or use;
• Accidental impact;
• Incorrect cleaning;
• Use contrary to product instructions;
• Exposure to unsuitable conditions;
• Negligence; or
• Normal wear and tear.

Where a product carries a separate manufacturer’s warranty, the warranty terms may apply.

15. Packaging Evidence

To maintain quality control and protect both customers and Culinara from fraudulent claims, Culinara may retain photographs and videos taken during the product packing and dispatch process.

These records may be used for:

• Quality control;
• Order verification;
• Damage investigations;
• Customer service;
• Fraud prevention;
• Dispute resolution; and
• Compliance with applicable law.

Such records will be handled in accordance with Culinara’s Privacy Policy and applicable data-protection requirements.

16. Fraudulent or Misleading Claims

Culinara reserves the right to investigate claims that appear fraudulent, misleading or inconsistent with available evidence.

Examples may include:

• Altered or manipulated photographs or videos;
• Evidence that does not correspond to the relevant order;
• Repeated unsupported damage claims;
• Deliberate damage after delivery;
• Attempts to return a different product; or
• Misrepresentation of the condition of a product.

Where appropriate and permitted by law, Culinara may decline a claim and take further action where fraudulent activity is reasonably suspected.

Nothing in this section limits any rights available to consumers under applicable law.

17. Unclaimed or Undelivered Returns

Where a return has been approved and a product is required to be collected or returned, the customer must follow the return instructions provided by Culinara.

If a customer fails to make the product available for an agreed collection or fails to return it within a reasonable period communicated by Culinara, the resolution may be delayed or reconsidered, subject to applicable law.

18. Store Credit

Where store credit is selected as an approved resolution:

• The credit will be issued to the customer using the details associated with the order.
• It may be used for eligible purchases on the Culinara website.
• It cannot ordinarily be exchanged for cash once issued, except where required by applicable law.
• Its validity period, if any, will be communicated at the time of issue.

19. Exchanges

Approved exchanges are subject to product availability.

If the replacement product has a higher price, the customer may be required to pay the applicable difference.

If the replacement product has a lower price, the difference may be handled through store credit or another method communicated by Culinara, subject to applicable law.

20. Cancellation Before Dispatch

If you wish to cancel an order before it has been dispatched, please contact:

help@culinara.in

as soon as possible.

We will make reasonable efforts to accommodate cancellation requests received before dispatch.

Once an order has been dispatched, cancellation may no longer be possible and the request may instead be handled under the applicable delivery and returns process.

21. Orders Returned Due to Incorrect Customer Information

Customers are responsible for providing accurate:

• Name;
• Shipping address;
• PIN code;
• Mobile number; and
• Other delivery information.

If an order cannot be delivered because incorrect or incomplete information was provided by the customer, additional delivery or re-shipping arrangements may apply.

22. Wholesale Orders

Culinara and Shah Agencies operate different business models.

Shah Agencies is a wholesale/B2B kitchenware business.

Culinara® is the consumer-facing D2C brand.

This Returns & Refunds Policy applies only to products purchased directly from Culinara through its authorised consumer sales channels.

Wholesale, distributor, institutional, hospitality or B2B transactions with Shah Agencies are governed by their respective commercial terms and agreements.

23. Consumer Rights

Nothing in this Returns & Refunds Policy is intended to restrict, waive or exclude any consumer right, statutory remedy or legal protection that cannot lawfully be excluded under applicable Indian law.

The Consumer Protection (E-Commerce) Rules, 2020 require inventory e-commerce entities to provide clear information concerning returns, refunds, exchanges, warranties, delivery and grievance redressal. The Rules also contain protections concerning defective, deficient, spurious or materially misrepresented goods.

Accordingly, where applicable law provides a consumer with a remedy beyond the standard Culinara return process, that legal remedy will continue to apply.

24. Complaints & Grievance Redressal

If you have a complaint regarding a product, return, refund or exchange, please contact:

Email: help@culinara.in

For general enquiries:

Email: info@culinara.in

Please include:

• Your name;
• Order number;
• Contact details;
• Description of the issue; and
• Relevant photographs, videos or documents.

We will acknowledge and process complaints in accordance with applicable law and our grievance-redressal procedure.

The Government’s e-commerce guidance requires an e-commerce entity to publish grievance-officer details and provide mechanisms for consumers to submit and track complaints.

25. Changes to This Policy

Culinara may update this Returns & Refunds Policy from time to time to reflect:

• Changes in applicable law;
• Regulatory requirements;
• Changes to our products;
• Changes to our logistics arrangements;
• Changes to our business processes; or
• Improvements to our customer service practices.

The latest version will be published on this page with the applicable “Last Updated” date.

26. Contact Us

Culinara®
Owned and operated by Shah Agencies

4794, Deputy Ganj,
Sadar Bazar, Delhi – 110006
India

Returns, Refunds & Customer Support:
help@culinara.in

General Enquiries:
info@culinara.in

Our Commitment

At Culinara, we believe that a premium experience extends beyond the product itself.

Every order is handled with care, from quality checks and packaging to dispatch and customer support. Our return process is designed to protect that standard while ensuring that genuine product issues are addressed fairly and transparently.

Culinara® — Crafted to Elevate Everyday Living.