Refund & Return Policy
Effective Date: August 6, 2026
At Krisnella Divine, we want you to have a smooth and satisfactory shopping experience. We carefully inspect and pack our skincare products before dispatch. However, if you receive a damaged, defective, incorrect, or incomplete product, we are here to help.
Please read the following Return & Refund Policy carefully before placing your order.
1. Eligibility for Returns
Due to the personal-care and hygiene nature of our skincare products, we generally do not accept returns of products that have been opened, used, or altered.
A return or replacement may be considered in the following situations:
- You received a damaged product.
- You received a defective product.
- You received a product different from what you ordered.
- You received an incorrect quantity of products.
- The product was damaged during transit.
- The package contains a missing product.
Any return or replacement request must meet the conditions described below.
2. Products Not Eligible for Return
For hygiene and safety reasons, the following products are generally not eligible for return or refund:
- Products that have been opened or used.
- Products with removed, damaged, or tampered packaging.
- Products without their original packaging or labels.
- Products damaged due to improper storage or use.
- Products damaged after delivery due to customer handling.
- Products returned without prior approval from Krisnella Divine.
- Products purchased through unauthorized sellers or third-party sources.
If you experience an unexpected reaction after using a product, please discontinue use and consult an appropriate healthcare or skincare professional. Product reactions or dissatisfaction with results do not automatically qualify for a return or refund.
3. Damaged or Incorrect Products
If your order arrives damaged, defective, leaking, or incorrect, please contact us as soon as possible after delivery.
To help us resolve the issue, you may be required to provide:
- Order number.
- Your name and contact details.
- Photographs of the product.
- Photographs of the outer packaging.
- Photographs of the shipping label.
- A short video showing the condition of the package or product, where applicable.
We will review the information provided and determine whether the product qualifies for a replacement, refund, or other appropriate resolution.
4. Return Request Period
Any return, replacement, or damage-related complaint should be reported within 48 hours of delivery.
Requests submitted after this period may not be accepted unless otherwise determined by Krisnella Divine.
We recommend checking your package and products immediately after delivery.
5. Return Approval
Please do not send any product back without first contacting our customer support team and receiving return instructions.
If your return request is approved, we will provide you with the appropriate instructions for returning the product.
Products returned without prior approval may not be accepted.
6. Condition of Returned Products
Where a return is approved, the product should generally be:
- Unused and unopened, unless the issue itself requires opening the product to identify a defect.
- In its original packaging.
- Accompanied by the original invoice/order details where available.
- Properly packed to prevent damage during return shipping.
We reserve the right to reject a return if the product does not meet the applicable return conditions.
7. Replacement Policy
If you receive a damaged, defective, or incorrect product and your claim is approved, we may provide a replacement product, subject to availability.
If the same product is unavailable, we may offer an alternative resolution, such as a refund or another suitable option.
Replacement decisions are made after reviewing the reported issue and supporting information.
8. Refund Policy
If your refund is approved, the refund amount will generally be processed through the original payment method or another appropriate method.
Refund processing time may vary depending on the payment gateway, bank, or financial institution.
Please allow the applicable processing time for the refund to appear in your account.
Shipping charges, where applicable, may not be refundable unless the refund is due to an error or issue attributable to Krisnella Divine.
9. Cancellation of Orders
Orders may be cancelled only before they have been processed or dispatched.
Once an order has been dispatched, cancellation may no longer be possible.
If you wish to cancel your order, please contact us as soon as possible with your order number.
If an eligible cancellation is approved after payment has been made, the applicable refund will be processed through the appropriate payment method.
10. Refunds for Failed or Cancelled Orders
If your payment has been successfully deducted but your order is not successfully placed, we will verify the transaction.
Where the payment has been received by us but the order cannot be fulfilled, the applicable amount will be refunded.
The time taken for the amount to reflect in your account may depend on your bank or payment service provider.
11. Return Shipping Charges
If a return is approved because you received a damaged, defective, or incorrect product, Krisnella Divine may arrange or cover the applicable return shipping cost, depending on the circumstances.
Returns requested for reasons that are not covered by this policy may not be eligible for free return shipping.
12. Product Leakage or Damage During Delivery
If a product arrives leaking or damaged due to transportation, please avoid using the product and contact us immediately.
Please retain the original packaging and shipping materials until the issue has been reviewed.
Photographs or videos may be required to verify the condition of the package and product.
13. Exchange Policy
Product exchanges are subject to product availability and approval.
Because our products are skincare and personal-care items, exchanges are generally limited to products that are damaged, defective, incorrect, or otherwise covered by this policy.
14. Promotional and Discounted Products
Products purchased using promotional discounts, coupon codes, special offers, or other campaigns remain subject to this Return & Refund Policy.
Additional terms may apply to specific promotional campaigns.
15. Refund Processing Time
Once a refund has been approved, the refund will be initiated within the applicable processing period.
The time required for the refund to reach your account may vary depending on:
- Payment method.
- Payment gateway.
- Bank or financial institution.
- Weekends and public holidays.
Krisnella Divine cannot guarantee the exact time taken by a third-party payment provider or bank to credit the refunded amount.
16. Non-Delivery or Incorrect Shipping Information
Customers are responsible for providing accurate shipping information, including:
- Full name.
- Mobile number.
- Complete shipping address.
- PIN/ZIP code.
Krisnella Divine may not be responsible for delivery failures caused by incorrect, incomplete, or outdated information provided by the customer.
If an order is returned to us because of an incorrect address, failed delivery attempts, refusal to accept the package, or other customer-related reasons, additional shipping charges may apply for re-delivery.
17. Contact Us
If you have received a damaged, defective, or incorrect product or have any questions regarding our Return & Refund Policy, please contact us:
Krisnella Divine
Email: support@krisnelladivine.com
Please include your order number when contacting us regarding an order-related issue.
Important Note
By placing an order through the Krisnella Divine website, you acknowledge that you have read and understood this Return & Refund Policy.
Krisnella Divine reserves the right to modify this policy from time to time. Any changes will be published on this page with the updated effective date.