Return & Refund Policy

1. Overview

We are committed to providing high-quality skincare products and ensuring customer satisfaction. Due to the personal and hygienic nature of skincare items, returns and refunds are handled under specific conditions outlined below.

2. Eligibility for Returns

Returns are accepted only under the following circumstances:

• The product received is damaged, defective, or leaking upon delivery.
• The customer received a wrong product or an incorrect item.
• The product packaging is tampered with at the time of delivery.

To be eligible for a return:

• The request must be raised within 48 hours of delivery.
• The product must be unused, unopened, and in its original packaging with labels intact.
• Proof of purchase and clear unboxing images/videos may be required.

3. Non-Returnable Items

For hygiene and safety reasons, the following items cannot be returned or exchanged:

• Opened or used skincare products
• Products damaged due to misuse or improper storage
• Items purchased during clearance or special sale (unless damaged or incorrect)
• Products returned without original packaging

4. Return Request Process

To initiate a return:

1. Contact customer support at Kokebanaorg@gmail.com within the allowed timeframe.
2. Provide order details along with photos or videos showing the issue.
3. After verification, return instructions will be shared.

Returns sent without prior approval may not be accepted.

5. Refund Policy

Once the returned product is received and inspected:

• Approved refunds will be processed within 5–7 business days.
• Refunds will be issued to the original payment method used during purchase.
• Shipping charges (if applicable) are non-refundable unless the error was from our side.

6. Replacement Policy

Instead of a refund, customers may opt for a replacement product, subject to stock availability. Replacement requests follow the same verification process as returns.

7. Damaged or Missing Items

If your order arrives damaged or incomplete:

• Report the issue within 48 hours of delivery.
• Provide clear photos of the package and products received.

Failure to report within the stated timeframe may result in rejection of the claim.

8. Cancellation Policy

• Orders can be cancelled only before shipment.
• Once shipped, orders cannot be cancelled and will fall under the return policy.

9. Refund Processing Time

After approval:

• Processing time: 5–7 business days
• Bank or payment provider timelines may vary.

10. Policy Updates

We reserve the right to update or modify this policy at any time without prior notice. Customers are encouraged to review this page periodically.