At Qala, customer satisfaction is important to us. As our products are carefully packed and dispatched after quality checks, we do not accept returns or offer refunds once an order has been confirmed.

However, in the following situations, we will be happy to assist and provide a fair resolution.

## 1. Damaged Product

If you receive a damaged product, Qala must be notified within *2 days of delivery* by emailing *[info@qala.com](mailto:info@qala.com)*.

### Please include:

* Order Number
* Image of the invoice
* One clear image of the outer packaging/box
* Two clear images of the damaged product
* Unboxing video showing the damage

### Resolution:

* The affected product will be replaced and re-shipped within *7–10 business days*.
* For orders containing multiple products, only the damaged item will be eligible for replacement.
* Our team will review the details and provide a suitable solution.

All emails will be responded to within *24–48 hours*, and full assistance will be provided thereafter.

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## 2. Missing Product

If any item is missing from your order, Qala must be notified within *2 days of delivery* by emailing *[info@qala.com](mailto:info@qala.com)*.

### Please include:

* Order Number
* Image of the invoice
* One clear image of the outer packaging/box
* Two clear images of the opened package
* Unboxing video showing all items received

### Resolution:

* Refund requests for missing products cannot be accepted.
* The missing product will be re-shipped promptly after verification.

All emails will be responded to within *24–48 hours*, and full assistance will be provided thereafter.

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## 3. Spoiled or Defective Product

If you believe a product is spoiled or defective, please notify Qala within *2 days of delivery* by emailing *[info@qala.com](mailto:info@qala.com)*.

### Please include:

* Order Number
* Packaging or manufacturing date
* Clear photographs or videos of the product

### Important Note:

Our products are made using natural ingredients, and variations in taste, texture, colour, or aroma may occur. Such natural variations are not considered defects and therefore do not qualify for returns or replacements.

### Resolution:

* Each case will be carefully reviewed and investigated.
* If a genuine product issue is identified, a replacement will be provided.
* We are committed to ensuring a fair and satisfactory outcome for every customer.

All emails will be responded to within *24–48 hours*, and full assistance will be provided thereafter.

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## General Policy

* Orders cannot be cancelled once confirmed and processed.
* Refunds are not provided for confirmed orders.
* Replacements are offered only for verified cases of damaged, missing, or defective products.
* Qala reserves the right to request additional information before processing any replacement request.
* The company's decision after investigation shall be considered final.

For any assistance, please contact us at *[info@qala.com](mailto:info@qala.com)*.