Refund policy

Cancellation & Refund Policy

At Kyom Fragrances, we are committed to providing you with the finest products and services. However, there may be occasions where you may wish to cancel an order or seek a' refund due to unforeseen circumstances. In our endeavour to ensure your complete satisfaction with our offerings, we would like to acquaint you with our cancellation and refund policy, addressing common queries. Let's delve into it:

Our policy outlines the terms and conditions governing:

(a) The return of goods purchased by you, provided there is a valid reason;

(b) The conditions under which a refund may be issued for goods purchased by you;

(c) The ability to cancel orders for goods purchased by you within a specified timeframe.

It's essential to note that while we strive to facilitate returns, refunds, and cancellations for users of our website, certain restrictions are necessary to fulfill our business, legal, and contractual obligations. Furthermore, return, refund, or cancellation policies may vary from brand to brand. In such cases, each product sold under a specific brand will have distinct guidelines determining the terms and conditions related to returns, refunds, or cancellations (referred to as the "Guidelines"). In each instance, the Guidelines shall take precedence over this Policy. Therefore, it is crucial for you to familiarize yourself with the applicable Guidelines before making a purchase on our website.

What can be returned and when?

You may return products under the following circumstances:

(a) Receipt of a faulty or defective product, such as a damaged or leaked attar bottle;

(b) Receipt of a product different from what was ordered;

(c) Dissatisfaction with products from the Kyom Fragrances range of fragrances.

(d) "Samples" are non-returnable

Please note: In the event of any complaints regarding faulty delivery necessitating a return or refund (e.g., stolen product from the package, receipt of damaged goods, receipt of an empty package), you are required to provide an unboxing video of the package for our Customer Support Team to address your query. Without a proper video, no complaints will be entertained.

Conditions for returning products:

(a) Products must be returned in their original condition, including any bills, labels, etc.;

(b) Products must be in their original form;

(c) Brand packaging must remain intact.

Report Returns :

To dispute an issue, please contact us via email with your ORDER ID at wecare@kyomfragrances.com within 3 days of receiving the product. Your message should include the name/image of the product, order ID, and a detailed description of the concern.

Cancellation Policy:

(a) Orders cannot be cancelled after 12 hours of placement;

(b) If you wish to cancel an order that has not yet been dispatched, please inform us, and we reserve the right to cancel it.

Refunds against undelivered orders (prepaid orders): 

We (Kyom Fragrances) have partnered with reputed courier and delivery partners like Amazon Brands, DTDC, eKart via Shiprocket, to timely deliver your orders in safe & secured manner. At times the packages may be face delivery issues like delayed delivered, non-deliveries, shipment loss/damage, and so on. 

Our delivery partners make all attempts to deliver your parcels. The delivery executive will make 3 attempts to deliver your package, beyond which it will be marked for return to origin (RTO) to us.

Your package from Kyom Fragrance may be undelivered and marked for return to us due to one or more of the following reasons: 

  • You (customer) were unavailable to at the time of delivery attempt
  • You (customer) refused to accept the delivery
  • You (customer) were not available at the delivery address
  • You (customer) scheduled another date for delivery acceptance
  • You (customer) provided a incomplete, insufficient and/or incorrect delivery address
  • Reasons beyond our (Kyom Fragrances') control like road blocks/closures, delivery partner issues beyond our control, loss/damage to parcel, etc.

In above such cases, Kyom Fragrances will refund 50% of the shipping & handling costs to you (customer). Further every instance will be dealt case by case, however, the final decision rests with Kyom Fragrances.

 

Refund Processing Time:

Refunds, when approved, are initiated within 1 business day to the original source of payment. It may take about 4-7 working days for the same to credit/reflect in your account. 

We trust this clarifies our cancellation and refund policy. Should you have any further questions or concerns, please do not hesitate to contact us at wecare@kyomfragrances.com.