Refund & Exchange Policy

At Kravos, we take great care in packing and delivering every order. Because perfumes are personal-use products and hygiene-sensitive items, our Return, Exchange and Refund Policy is designed to protect both our customers and our business from misuse, unauthorized returns, and product tampering.

Please read the following policy carefully before placing your order.

1. Eligibility for Return or Exchange

Return or Exchange requests must be raised within 24 hours of delivery.

To be eligible for a Return, Exchange, or Refund, the following conditions must be satisfied:

  • The request must be submitted within the specified time period.

  • The product must be unused, unopened, unworn, and undamaged.

  • All original packaging, seals, labels, tags, accessories, and promotional items must be intact.

  • The product must be returned in the same condition in which it was delivered.

  • The customer must provide the required proof of the issue, including photographs and an unboxing video where applicable.

Mandatory Unboxing Video

For any claim involving:

  • Missing product

  • Wrong product

  • Damaged product

  • Leakage

  • Broken bottle

  • Tampered package

  • Quantity-related issues

a continuous and clear unboxing video is required.

The video should begin before opening the package and clearly show:

  1. The unopened outer package

  2. Shipping label/order details

  3. All sides of the package

  4. The opening of the package

  5. The product and its condition inside

The video must clearly establish the condition of the package and product at the time of opening.

Claims submitted without sufficient proof may be rejected, subject to applicable consumer protection laws.

2. Promotional & Offer Orders

Orders purchased under special promotional offers, including but not limited to:

  • Buy 1 Get 1

  • Buy 2 Get 1 Free

  • Buy 2 Get 2 Free

  • Free Gift Offers

  • Combo Offers

  • Clearance Sale

  • Special Discount Offers

are generally not eligible for Return, Exchange, or Refund due to change of mind or fragrance preference.

If an order under a promotional offer is received damaged, defective, incorrect, or incomplete, Kravos may review the claim and provide an appropriate resolution after verification.

3. Fragrance Preference & Change of Mind

Perfume preference is subjective and may vary from person to person.

Therefore, returns or refunds will not be provided merely because:

  • You do not like the fragrance

  • The fragrance smells different from what you expected

  • The fragrance does not suit your personal preference

  • You expected a different intensity

  • You expected a different fragrance profile

  • You changed your mind after delivery

  • You ordered the wrong fragrance

We strongly recommend reviewing the available product information before placing an order.

4. Exchange Policy

If an eligible product is approved for exchange, the customer may be required to:

  • Return the original product

  • Bear applicable return/courier charges

  • Provide the required photographs/video evidence

  • Ensure the product is securely packed for return

Once the returned product is received and successfully inspected, the replacement will generally be dispatched within 5–7 working days.

Replacement is subject to product availability.

If the exact product is unavailable, Kravos may offer an alternative resolution, such as another available product of comparable value or a refund where applicable.

5. Return & Refund Policy

Approved returns will be processed only after the returned product reaches Kravos and passes our inspection.

The returned product must:

  • Match the product associated with the order

  • Be unused and unopened where applicable

  • Contain the original packaging

  • Not show signs of misuse, tampering, or unauthorized modification

If the returned product does not satisfy the eligibility requirements, Kravos reserves the right to reject the return and refund request.

Refund Processing

Once a return is approved, the applicable refund will generally be processed within 7–10 business days.

The actual time taken for the amount to appear in the customer's account may depend on the payment gateway, bank, or financial institution.

6. Shipping & Return Charges

Original shipping charges, delivery charges, COD charges, or other non-refundable service charges, where applicable, may not be refundable.

For customer-initiated returns or exchanges that are approved under this policy, return shipping/courier charges may be borne by the customer.

Any applicable logistics, reverse-shipping, or handling charges may be deducted from the eligible refund amount.

Where the issue is verified to have resulted from an error attributable to Kravos, the company may determine an appropriate resolution based on the circumstances.

7. Damaged or Incorrect Products

If you receive a product that appears damaged, incorrect, leaked, broken, or incomplete:

Please contact us within 24 hours of delivery.

You may be required to provide:

  • Order number

  • Clear photographs

  • Unboxing video

  • Images of the shipping package

  • Images of the product

  • A brief description of the issue

Our team will review the information and determine whether the claim qualifies for replacement, refund, or another appropriate resolution.

8. Products Not Eligible for Return or Refund

A Return, Exchange, or Refund request may be rejected in cases including, but not limited to:

  • Product has been opened or used

  • Product seal has been broken

  • Product shows signs of usage

  • Product has been damaged after delivery

  • Original packaging is missing or significantly damaged

  • Product has been tampered with

  • Customer cannot provide sufficient evidence for a damage/missing-product claim

  • Request is submitted after the specified return period

  • Customer simply dislikes the fragrance

  • Customer changes their mind after purchase

  • Customer ordered the wrong product

  • Promotional/clearance product is being returned for preference-related reasons

  • Product has been altered or mishandled after delivery

9. Order Cancellation

Orders may be cancelled only before they are processed or dispatched.

Once an order has been processed, packed, or shipped, cancellation may no longer be possible.

For orders involving advance or partial payment, the amount may be non-refundable after order processing, as it may cover costs already incurred in processing the order, including payment gateway charges, operational costs, packaging, logistics, and other transaction-related expenses.

Any cancellation request will be reviewed based on the current status of the order.

10. COD Orders & Refused Deliveries

For Cash on Delivery orders, customers are expected to accept the order once it has been confirmed and dispatched.

Repeated refusal of confirmed COD orders, incorrect delivery information, or failure to accept an order may result in:

  • Cancellation of the order

  • Recovery of applicable logistics or return-to-origin costs where legally permissible

  • Restrictions on future COD availability

  • Requirement of prepaid payment for future orders

Kravos reserves the right to restrict COD availability for customers with a history of repeated refused or undelivered orders.

11. Refund Method

For prepaid orders, approved refunds will generally be issued through the original payment method or another suitable electronic method available to Kravos.

For COD orders where a refund is approved, the customer may be required to provide accurate bank/payment details.

Kravos will not be responsible for delays caused by incorrect payment details provided by the customer.

12. Fraudulent or Abusive Claims

Kravos reserves the right to investigate suspicious, repeated, fraudulent, or abusive return and refund requests.

Where there is evidence of:

  • Product tampering

  • False claims

  • Repeated misuse of the return policy

  • Unauthorized product replacement

  • Manipulation of unboxing evidence

  • Intentional damage

  • Any other fraudulent activity

the request may be rejected and appropriate action may be taken, subject to applicable law.

13. Inspection & Final Approval

All Return, Exchange, and Refund requests are subject to verification.

Submitting a request does not automatically guarantee approval.

Kravos will review the order information, photographs, videos, product condition, packaging, and other relevant evidence before determining the appropriate resolution.

The final resolution will be communicated to the customer after verification.

14. Important Notes

  • Please inspect your package carefully immediately after delivery.

  • Keep the original packaging until you are satisfied with the product.

  • Do not discard the shipping package if you believe there is an issue.

  • Record an unboxing video for every order, particularly for high-value purchases.

  • Do not send products back without receiving return instructions from Kravos.

  • Unauthorized returns may not be accepted.

  • Refunds are subject to the conditions mentioned in this policy and applicable laws.

15. Contact Us

For Return, Exchange, or Refund-related queries, please contact:

Kravos
Email: care.kravos@gmail.com

Please include your Order Number in the subject/message when contacting us so that our team can process your request efficiently.

Customer Support: care.kravos@gmail.com

By placing an order on the Kravos website, you acknowledge that you have read and understood this Refund & Exchange Policy.