Return & Refund Policy
At KLAR & GLO, we want you to have a positive shopping experience. If you receive a damaged, defective, incorrect, or incomplete product, please contact us and we will be happy to assist you.
Please read the following Return & Refund Policy carefully before placing your order.
1. Return Eligibility
Products may be eligible for return or replacement if:
- The product received is damaged or defective.
- You received a wrong product or a product different from what you ordered.
- The product is missing from your order.
- The product received is materially different from the product description or specifications displayed on our website.
- The package or product has been damaged during transit.
For hygiene and safety reasons, skincare and cosmetic products that have been opened, used, altered, or tampered with after delivery may not be eligible for return unless the product is defective, damaged, or incorrectly supplied.
2. Return Request Period
You must contact us within 7 days of delivery to report an eligible return, replacement, damaged product, or incorrect product.
To raise a return request, please provide:
- Order number
- Registered email address or mobile number
- Name of the product
- Reason for the return
- Clear photographs of the product and packaging
- Unboxing/opening video, where available, especially for products received damaged or incorrectly
Our team may request additional information or photographs to verify the issue.
3. Damaged or Defective Products
If your product arrives damaged, leaking, broken, or defective, please contact us within 7 days of delivery.
Please retain the following until your complaint has been resolved:
- Original product
- Original packaging
- Shipping label
- Invoice
- Any other material received with the order
After verification, we may provide a replacement or refund, depending on product availability and the nature of the issue.
4. Wrong Product Received
If you receive a product that is different from the product ordered, please contact us within 7 days of delivery.
After verification, we will arrange an appropriate resolution, which may include:
- Replacement with the correct product; or
- Refund of the eligible product amount.
Where applicable, we will provide instructions for returning the incorrectly delivered product.
5. Change of Mind / Personal Preference
Returns due to change of mind, personal preference, fragrance preference, texture preference, or similar reasons may not be accepted once a skincare/cosmetic product has been opened or used.
For unopened and unused products, please contact our customer support within 7 days of delivery to check whether the product qualifies for return.
The product must be:
- Unopened
- Unused
- In its original condition
- In the original packaging
- Complete with labels, seals, accessories, and other supplied materials
Approval of such a return will be subject to verification by KLAR & GLO.
6. Allergic Reaction or Skin Sensitivity
Skincare products may affect individuals differently. We strongly recommend performing a patch test before using a new product and following the usage instructions provided with the product.
A return or refund may not be available solely because a product does not suit an individual’s skin type, causes personal sensitivity, or produces an unexpected cosmetic result, unless the product is defective or otherwise covered under applicable consumer rights.
If you experience a serious or persistent reaction, discontinue use and seek appropriate medical advice.
7. Non-Returnable Products
The following products may generally not be eligible for return:
- Products that have been opened or used, except where the product is defective, damaged, or incorrectly supplied
- Products with broken or removed seals due to customer handling
- Products damaged after delivery due to improper storage or use
- Products returned without the original packaging, where the packaging is required for verification
- Products returned after the applicable return period
- Products purchased through unauthorized sellers or third-party channels, unless otherwise required by applicable law
Nothing in this policy is intended to limit any rights available to consumers under applicable law.
8. Refund Process
Once your return or refund request has been received, our team will review the request and may inspect the product where necessary.
If the refund is approved, the eligible refund amount will be processed through the original payment method, wherever possible.
Refund processing time may depend on the payment gateway, bank, card issuer, or other payment service provider.
You will be notified once the refund has been initiated.
9. Shipping Charges
Where the return is due to an error attributable to KLAR & GLO, such as receiving a wrong, damaged, defective, or materially incorrect product, we will handle the return/replacement process as applicable.
For returns requested for reasons not attributable to KLAR & GLO, any applicable shipping or handling charges may be deducted from the refund, where legally permissible and where such charges have been communicated to the customer.
10. Order Cancellation
If you wish to cancel an order, please contact us as soon as possible after placing the order.
Cancellation may not be possible once the order has been processed, packed, dispatched, or handed over to the delivery partner.