Refund policy
Hand wash and body wash are personal hygiene products, so what we can accept back is limited by law and by common sense. Everything we can do, we do quickly.
Cancelling
Cancel any time before dispatch and you pay nothing. Email support@kiwiyana.com with your order number. Refunds on cancelled prepaid orders are initiated the same working day.
Once a parcel has left our facility it cannot be cancelled, only returned.
Returning an unopened bottle
You have 7 days from delivery to return a bottle that is unopened, with its seal and pump lock intact, in its original packaging.
Write to support@kiwiyana.com within those 7 days and we will arrange a reverse pickup.
A reverse pickup fee of ₹99 is deducted from the refund when the return is a change of mind. When the fault is ours, you pay nothing.
What we cannot take back
An opened or used bottle, or one with a broken seal. This is a hygiene rule, not a technicality: we cannot resell a wash that has been opened, and we would not want to sell you one that somebody else had.
The single exception is below, and it is the one that matters.
If it arrived damaged, leaked, or is the wrong item
This we always make right, opened or not.
Tell us within 48 hours of delivery at support@kiwiyana.com, with:
- your order number
- a photograph of the outer box
- a photograph of the bottle
We will replace it, or refund it in full, whichever you prefer. You pay nothing, and in most cases we will not ask you to send the damaged bottle back.
If the product is faulty
If a pump fails or the formula is not as it should be, tell us. A certified product that does not perform is our problem to solve, and we would rather know. Contact us within 30 days of delivery and we will assess it with you.
How refunds are paid
Refunds go back to the original payment method.
- Approved within 2 working days of the returned parcel reaching us, or immediately for a cancellation.
- Credited within 7 to 10 working days of approval. The last leg is your bank's timing, not ours.
- Cash on delivery orders are refunded by bank transfer. We will ask for account details, and only for that purpose.
- The cash on delivery handling fee is refunded when the fault is ours, and retained when the return is a change of mind.
If a refund has not reached you 10 working days after we told you it was approved, contact us and we will chase it with you rather than send you to your bank alone.
Escalating
If you are not satisfied with how we handled a return, our Grievance Officer is listed at Grievance Redressal. Complaints are acknowledged within 48 hours and resolved within one month.
Contact
Kiwiyana Imports Pvt Ltd, 604/D Simla House, Nepean Sea Road, Malabar Hill, Mumbai 400006 support@kiwiyana.com