1. 7-Day Unopened Product Return Policy

If you wish to return your KIORA Ancient Earth product, the return must be initiated within 7 days of delivery.

How to Return Your Product (2-Step Verification):

1. Step 1 - Request Return & Upload Seal Photos: Within 7 days of delivery, log in to your customer account, go to My Account > My Orders, and click Request Return. Upload clear photos of the product demonstrating that the factory seal is completely intact, unopened, and undamaged with no scratches.
2. Step 2 - Admin Review & Approval: Our admin team will inspect your submitted photos. Once confirmed that the tamper-evident seal is unbroken, your return is marked Approved.
3. Step 3 - View Fulfilling Vendor Address: Upon Admin approval, your portal unlocks the exact Vendor Address from which your product was fulfilled.
4. Step 4 - Ship to Vendor & Submit Courier Details: Package the unopened product securely and ship it to the provided vendor address via a recognized courier partner. Enter the Courier Service Name, Tracking / AWB Number, and Dispatch Date in your dashboard.
5. Step 5 - Hub Delivery & Physical Inspection: Once delivered to the vendor facility, the package is logged as Product Received and physically inspected for unbroken seals.
6. Step 6 - Refund Settlement: Upon successful physical verification, your refund is credited within 5 to 7 business days.

2. Replacement for Damaged, Defective, or Incorrect Products

We take immense pride in carefully packaging every order. However, in the rare scenario that you receive a package that is physically damaged in transit, defective, or contains an incorrect item, we will happily provide a free replacement.

How to Request a Replacement:

1. Report within 48 Hours: Notify our customer support team within 48 hours of package delivery. Requests after 48 hours cannot be entertained as courier transit damage claims expire.
2. Provide Evidence: Send clear photos or a short video showing the outer package, shipping label, and the damaged or defective product to kioralife@gmail.com or via WhatsApp to +91 76800 25888.
3. Verification & Dispatch: Once verified by our logistics team, a replacement unit will be dispatched immediately with priority tracking at zero cost to you.

3. Refunds Policy

When a verified damaged or wrong product cannot be replaced due to stock availability, or in the case of a pre-dispatch cancellation, a refund will be issued:

• Online Payments (UPI, Cards, NetBanking): Refunds are credited back to the original source account within 5 to 7 business days depending on your bank's processing cycle.
• Coupons & Discounts: Any discount coupon applied to the original order will be reinstated or refunded in proportion to the value paid.

4. Order Cancellation

You may request cancellation of an order before it has been dispatched from our warehouse by contacting our support team via call or email. Once the order has been handed over to our courier partner and a tracking number generated, the order cannot be cancelled.