Refund policy

Return & Exchange Policy

At Kohira Luxe, every piece is carefully crafted and securely packed with the utmost care. As jewellery is a delicate and personal product, we do not offer returns or exchanges by default. However, we take full responsibility if your order arrives with any issue.

1. Eligibility for Return / Exchange

Return or refund requests are accepted only in the following cases:

  • Product received in a damaged condition during transit
  • Manufacturing defect (e.g., broken clasp, stone falling off)
  • Incorrect product delivered

Important: All issues must be reported within 48 hours (2 days) of delivery. Requests raised after this period will not be accepted under any circumstances.

2. Mandatory Proof Requirement

To process a return or refund request, you must provide:

  • A clear, uncut unboxing video showing the sealed package being opened
  • Clear photographs of the damaged, defective, or incorrect item
  • A photograph of the outer box and Kohira Luxe packaging

Tag Requirement:
The product must have its original tag attached and remain untampered. Products without original tags are not eligible for return or refund.

3. How to Raise a Complaint

Please contact us within 48 hours of delivery via:

Support Hours: Monday to Friday, 10:00 AM – 7:00 PM

4. Resolution Process

Once your complaint is received:

  • Our team will respond within 6–8 working hours
  • After verification, you may choose one of the following options:

Exchange
A replacement product will be shipped after the defective item is picked up from your address.

Return & Refund
Refunds will be processed only after the returned item reaches us and successfully passes quality verification.

All returned products undergo a mandatory quality inspection. Approval of any return or refund is subject to passing this inspection.

5. Promotional & Sale Items

Products purchased under Buy One Get One (BOGO) offers or any promotional or sale campaigns are not eligible for return, refund, or exchange.

The only exception applies if such products are received in a damaged or defective condition. In such cases, an uncut unboxing video must be provided to qualify for a replacement at no additional cost.

6. Additional Terms

  • Refunds are issued to the original payment method only (UPI, card, wallet, etc.)
  • Returns or refunds are not applicable for:
    • Change of mind or personal preference
    • Size or color dissatisfaction
    • Normal wear and tear
    • Damage due to improper handling or misuse after delivery

7. Final Decision Rights

Kohira Luxe reserves the right to:

  • Approve or reject return or refund requests after verification
  • Decline requests that do not meet the conditions outlined in this policy