Refund policy

Return & Exchange Policy

KRG Shop by KIRANROSE GLOBAL FZE

At KRG Shop, customer satisfaction is our priority. If you are not completely satisfied with your purchase, please review our Return & Exchange Policy below.

Order Cancellation

Orders may be cancelled free of charge before dispatch.
Once an order has been shipped or handed over to the courier, it can no longer be cancelled.
If a customer refuses delivery after the order has been dispatched, the original shipping and return shipping charges will be deducted from any applicable refund.

Returns & Exchanges Eligibility

We accept returns or exchanges only in the following cases:

✅ Wrong item received
✅ Damaged item upon delivery
✅ Defective item
✅ Incomplete order or missing items

To be eligible for a return or exchange:

The request must be made within 48 hours of receiving the order.
The item must be unused, unopened, and in its original packaging.
Proof of purchase and photos/videos of the issue may be required.

Non-Returnable & Non-Exchangeable Items

For hygiene and safety reasons, the following items cannot be returned or exchanged unless they arrive damaged or defective:

❌ Opened perfumes and fragrances
❌ Beauty and personal care products
❌ Cosmetics and skincare products
❌ Used or damaged items caused by misuse
❌ Final sale, clearance, or promotional items
❌ Customized or personalized products

Damaged or Defective Items

If you receive a damaged or defective item:

Contact us within 48 hours of delivery.
Provide your order number and photos/videos of the item.
Once approved, we will arrange for a replacement or refund, depending on product availability.

Refund Process

Approved refunds will be processed to the original payment method whenever possible.
Shipping fees are non-refundable, except when the return is due to our error.
Refund processing times may vary depending on your payment provider or bank.

Exchange Process

If an exchange is approved:

The replacement item will be shipped once the returned item has been received and inspected.
If the requested replacement is unavailable, a refund or store credit may be offered.

Cash on Delivery (COD) Orders

For Cash on Delivery orders:

Refunds may be issued through bank transfer or another mutually agreed method.
Customers may be asked to provide their bank details for processing.

Remote Areas

Additional delivery charges may apply for certain remote locations within the UAE.

Force Majeure

KRG Shop shall not be held liable for delays or failure to fulfill returns, exchanges, or deliveries due to circumstances beyond our reasonable control, including but not limited to natural disasters, government actions, labor disputes, transportation disruptions, or other unforeseen events.

Privacy

Any personal information collected for returns, exchanges, or refunds will be treated confidentially and used solely for the purpose of processing your request in accordance with our Privacy Policy.