1. Hygiene & Wellness Protocol

KIORA Ancient Earth items are personal wellness products manufactured and packaged under strict sterile and hygienic standards.

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.