Last Updated: 11/06/2026
At KIZORA, we strive to ensure every order reaches you in perfect condition. If you experience any issue with your purchase, we’re here to help with a simple and transparent support process.
This policy has been adapted and customised for KIZORA using a reference e-commerce returns framework shared by the user.
1. ORDER CANCELLATION POLICY
Cancellation Before Shipment
Orders may be cancelled before they are shipped from our warehouse.
You may request cancellation through:
A. Email Support
Email us at:
📧 Customercare@kizoraskincare.com
Please include:
- Order ID
- Registered mobile number
- Reason for cancellation
B. WhatsApp / Phone Support
📞 +91 9625905995
Our customer support team will assist you with the cancellation request.
Refund for Cancelled Orders
Once the cancellation request is approved:
- Refunds are initiated within 24–48 business hours
- Refunds are processed to the original payment method used during checkout
Please note:
- Bank processing timelines may vary
- Refund reflection may take an additional 5–7 business days
Cancellation After Shipment
If the order has already been shipped:
- Cancellation may not be possible
- You may initiate a return request after delivery (subject to eligibility)
2. RETURN & REPLACEMENT POLICY
KIZORA offers an easy return process for eligible products purchased directly through our official website.
Return Eligibility Window
Return or replacement requests must be raised within:
7 days of delivery
Conditions for Eligible Returns
To qualify for a return or replacement:
- Product must be unused
- Product must be unopened
- Original packaging, labels, seals, and invoice must be intact
- Product should not be tampered with
3. NON-RETURNABLE PRODUCTS
Due to hygiene, safety, and cosmetic regulations, certain items are not eligible for return once opened or used.
Returns will NOT be accepted if:
- Product has been opened or used
- Product is damaged due to misuse
- Original packaging is missing
- Labels or seals are tampered with
- Return request is raised after 7 days of delivery
- Product was purchased during a non-returnable promotional campaign
- Free gifts or complimentary products are missing
Categories Generally Not Eligible for Return
- Opened skincare products
- Used soaps/body products
- Fragrances once used/opened
- Gift boxes with missing items
- Personal care items used after delivery
4. DAMAGED / DEFECTIVE / WRONG PRODUCT
If you receive:
- A damaged item
- A leaking product
- A defective item
- The wrong product
Please contact us within 48 hours of delivery.
How to Raise a Concern
Email:
📧 Customercare@kizoraskincare.com
OR
WhatsApp:
📞 +91 9625905995
Please share:
- Order ID
- Images/videos of the product
- Outer packaging images
- Invoice image (if available)
Resolution Options
After verification, KIZORA may offer:
- Replacement
- Refund
- Store credit
based on product availability and case review.
5. PICKUP & RETURN PROCESS
If the return request is approved:
- Reverse pickup may be arranged where serviceable
- Customers may be requested to self-ship in certain locations
Products must be securely packed to avoid transit damage.
6. REFUND PROCESS
Refunds are processed only after:
- Returned products are received
- Quality checks are completed
Refund Timelines
Prepaid Orders
Refunds are initiated to the original payment source within:
- 24–48 business hours after approval
Bank reflection may take:
- 5–7 business days
COD Orders
For Cash on Delivery orders:
- Refunds will be processed via bank transfer or UPI
- Customers may be asked to share bank details or UPI ID
7. PARTIAL RETURNS
If your order contains multiple items:
- You may return eligible products individually
However:
- Products must be returned with all accompanying items, samples, or gifts received with that specific product.
8. FREE GIFTS & COMPLIMENTARY ITEMS
If a product purchased with a free gift is returned:
- The complimentary item must also be returned
If not returned:
- The value of the complimentary product may be deducted from the refund amount.
9. FAILED DELIVERY / REFUSED ORDERS
If an order is:
- Refused at delivery
- Undelivered due to incorrect address/contact details
- Rejected repeatedly
KIZORA reserves the right to:
- Deduct shipping or handling charges where applicable
- Restrict COD availability for future orders
10. SALE & PROMOTIONAL ORDERS
During:
- Flash sales
- Promotional campaigns
- Limited-period offers
special return/refund conditions may apply.
Such conditions will be communicated during the promotion period.
11. IMPORTANT PRODUCT DISCLAIMER
KIZORA products are cosmetic and personal care products intended for external use only.
As skincare results vary by individual:
- Product suitability may differ from person to person
- We recommend patch testing before use
Refunds or returns will not be accepted solely due to:
- Personal preference
- Fragrance preference
- Texture preference
- Delayed or subjective skincare results
12. CONTACT US
For returns, refunds, replacements, or cancellation support:
KIZORA Customer Care
Naturekit LLP
WW-24, Malibu Town
Gurgaon, Haryana, India
📧 Customercare@kizoraskincare.com
📞 +91 9625905995
We believe skincare should feel thoughtful at every step — including support and aftercare.