Return & Refund Policy

Last updated: 17 July 2026

At Kiora we want you to shop with confidence. This policy explains when you can return an item, how refunds work, and the timelines involved. It forms part of our Terms & Conditions.

1. Return window

You may request a return within 7 days of delivery if the item is:

• defective or not working as intended,
• damaged in transit, or
• not as described or incorrect (wrong item, size or variant).

To be eligible, the item must be unused, in its original condition, and returned with all original packaging, accessories, tags and any free gifts.

2. How to request a return

Email kioraonlineofficial@gmail.com or call 01886999868 within the return window with your order number (for example KIO-260717-ABCD) and a clear photo or short description of the issue. Our team responds within 48 hours on working days and will guide you through the return. Please do not send items back before your return is approved.

3. Refund method and timeline

Once your return is received and inspected, or your claim is otherwise approved, we will notify you of the outcome. Approved refunds are completed within 7–10 working days of approval:

• Online (SSLCommerz) payments are refunded to your original payment method.
• Cash on Delivery orders are refunded via bKash, Nagad or bank transfer to an account you provide.

The time for the amount to appear in your account after we process it may vary depending on your bank or provider.

4. Order cancellation

You may cancel an order free of charge at any time before it has been shipped by contacting us. If a prepaid order is cancelled before shipping, a full refund is issued within the same 7–10 working day timeline. Once an order has shipped, it can no longer be cancelled and the standard return process applies.

5. Non-returnable items

For hygiene, safety and other reasons, the following are not eligible for return or refund unless they arrive damaged, defective or incorrect:

• Beauty and personal-care products that have been opened or used.
• Innerwear and hijabs where the sealed or original packaging has been opened.
• Grooming tools and items that have been used.
• Items marked as final sale or clearance on the product page.

6. Return shipping

If the return is due to our error — a defective, damaged, incorrect or not-as-described item — we cover the return delivery cost. For change-of-mind returns where accepted, the customer is responsible for return delivery.

7. Damaged or wrong item on arrival

If your order arrives damaged or you received the wrong item, please contact us within 48 hours of delivery with photos so we can arrange a replacement or refund quickly at no extra cost to you.

8. Contact

For any return or refund request, contact kioraonlineofficial@gmail.com or 01886999868, Saturday to Thursday, 10:00–20:00.