Refund & return policy

  • Cancellation Policy

    Once ordered and processed, your order cannot be canceled. However, in the case of COD orders, the orders can be canceled when we call you to seek confirmation for the order. In case you need to convey any address or contact info changes, please write to us at +91 9909409299.

    All the purchases made on the website are treated as final. Product returns are only accepted if the product you received is damaged or defective. Our quality control team examines and deciphers the action to be taken against these situations. Refunds for such products are processed in the form of a Koheva e-voucher or directly into the source account, which can be redeemed in full value for any future purchases. 

     

    Our customer service team works on every refund and exchange query on a case-to-case and first come first serve basis. We encourage our customers to share images/packaging unboxing videos to help our team assist you in the process.

     

    Return Policy

    1. Once a product has been opened/used, it cannot be returned. After the seal is broken, we cannot resell or repackage the product, and hence, keeping the safety of our customers in mind, it cannot be resold. 

     

    1. Products can only be accepted for return if they have been damaged in transit, or the product itself has physical defects (expired products or broken bottles), or if a wrong product has been shipped. Kindly send these back to us in the right condition, so we can process a refund. A with unboxing videos and the product must be sent to our support email ID within 24 hours of receiving the package. The damage that occurred to the packages must be seen evidently. In case we don't receive the evidence from you, unfortunately, we cannot manage your complaints. The products must be returned in the shipping box you received it in. 

     

    1. product returns will not be entertained, if the products have been used/tried/ or the packaging has been tampered with. Koheva will proceed to inspect the same and validate the claim via the receipt. 

     

    1. After the Koheva team approves the eligible return, a replacement will be issued to you. The ineligible products will be couriered back to you. 

     

    1. All the claims for missing items and incorrect items must be flagged to our customer service team on the same day of the delivery or within 24 hours, along with relevant images. You can mail us at xxx. If your complaint comes in after this time frame, Koheva cannot guarantee a favorable resolution to the problem.

     

    1. A patch test for all products is highly recommended before trying out a product, as mentioned on all product labels, packaging, and our brand website. Skincare is highly subjective, and not all products can suit every skin/person. This is an inherent risk that every buyer assumes when purchasing skincare, beauty, and consumable items from any brand. If a skincare product doesn't suit your skin, we, unfortunately, cannot accept a return for the same. If you have any questions about using the products, kindly reach out to our support team for further assistance on the same. 

     

    1. Delivery issues, issues with the delivery agent or COD

    In any of the above-stated cases, kindly raise a request for our assistance within 24 hours, as this is the deadline for courier partners for such cases. Our customer service team will be able to assist you with the same. 

     

    1. Prepaid issues, Payment issues, Delays in delivery

    Our customer care team is available between 9 am to 6 pm on all business days to facilitate help in any of these queries. Kindly reach out to us for more details, or refer to our FAQs page for guidance.

     

    9. Sale items (if applicable)

    Only regular-priced items are eligible for full refund, however, unfortunately, sale items cannot be refunded. All items bought in SALE are final and will not be eligible for refund or exchange unless the product is damaged or missing from your order. 

     

    10. Late or missing refunds (if applicable)

    If you have applied for a refund but have not received it yet, we request you check your email and Bank account. Usually, the refund amount takes 2 to 7 business days to reflect in your account, after 24 hours of being processed. If you have still not received your refund amount, please contact our support team at (email id) for further assistance).