Refund policy
Thank you for shopping with Kokaa Naturals. Customer satisfaction is important to us. Please read this Refund & Return Policy carefully before placing an order.
1. Return Eligibility
Due to the hygienic nature of skincare products, we generally do not accept returns for products that have been:
- Opened or used
- Tampered with
- Damaged after delivery
- Purchased during clearance or special promotional sales (unless received damaged or incorrect)
2. Damaged, Defective, or Incorrect Products
If you receive a product that is:
- Damaged during transit
- Defective
- Incorrect or different from what you ordered
Please contact us within 48 hours of delivery with:
- Your Order Number
- Clear photos of the product and packaging
- A brief description of the issue
After verification, we may offer a replacement or refund, depending on the nature of the issue.
3. Refund Process
If your refund request is approved:
- Refunds will be processed to the original payment method used at the time of purchase.
- Refunds are generally processed within 7–10 business days after approval.
- The time taken for the amount to reflect in your account may vary depending on your bank or payment provider.
4. Cancellation Policy
- Orders can be cancelled only before they are shipped.
- Once an order has been dispatched, it cannot be cancelled.
- If your cancellation request is accepted before dispatch, the full amount paid will be refunded.
5. Non-Returnable Items
The following items are not eligible for return or refund unless they are damaged, defective, or incorrect:
- Opened skincare products
- Used products
- Products with broken safety seals due to customer handling
- Gift cards (if applicable)
6. Exchange Policy
We currently do not offer exchanges for reasons such as:
- Change of mind
- Preference for another product
- Incorrect product selection by the customer
Exchanges may be provided only if the delivered product is damaged, defective, or incorrect.
7. Refund Rejection
Refund or replacement requests may be declined if:
- The request is made after 48 hours of delivery.
- Sufficient evidence is not provided.
- The product has been used or intentionally damaged.
- The claim is found to be false or fraudulent.
8. Contact Us
For any refund, return, replacement, or cancellation-related queries, please contact us:
Kokaa Naturals
Email: support@kokaanaturals.com
Website: www.kokaanaturals.com
Customer Support Hours: Monday to Saturday, 10:00 AM – 6:00 PM (IST)
We appreciate your trust in Kokaa Naturals and are committed to resolving genuine concerns fairly and promptly.