We want you to feel completely confident buying handmade pieces from QOLACHI Interior. Here's exactly how our returns and replacement process works.

Our Promise

If your order arrives damaged, broken, or defective, we will replace it or refund you — no arguments — as long as the claim is verified using the process below.

Required: Unboxing Video

Because our pieces are cast from Jesmonite and can be fragile in transit, we require proof for any damage claim. Please record a single, continuous, unedited video that:

• Starts before you open the package, showing the box still sealed
• Clearly shows the moment you cut the zip-tie or seal
• Continues through fully unboxing the product

Without this video, we are unable to verify or approve a damage claim, so please don't skip this step — it takes less than a minute and protects both you and us.

How to File a Claim

1. Contact us within 1 days of receiving your order via our Contact Us page or By WhatsApp.
2. Include your order number and the unboxing video described above.
3. Our team will review your claim.

Resolution Timeline

Once your claim is verified, we will arrange a replacement or issue a refund within 2 to 3 working days if COD. 1 working days if BANK TRANSFER.

What's Covered

• Items that arrive broken, cracked, or chipped in transit
• Items that arrive visibly defective (Bad paint defects, high structural flaws , wrong product)

What's Not Covered

• Change of mind after purchase
• Natural handmade variation in color, texture, or minor finish differences — this is expected with hand-cast, hand-painted pieces and is not a defect
• Damage caused after delivery (drops, misuse, etc.)

Refund Method

Refunds are issued via the original payment method where possible, or bank transfer for COD orders.

Questions about a specific order? Reach out any time through our Contact Us page.