Refund & Replacement Policy

This Refund, Return, and Replacement Policy governs business-to-business (B2B) commercial export shipments, contract manufacturing, and wholesale purchases made through KesarGlow (operated from Mumbai, Maharashtra, India). Because our products are high-purity cosmetic serums formulated and packaged for commercial distribution and private label brands, the terms outlined below reflect standard international trade procedures.

1. B2B Commercial Nature of Transactions

All orders placed with KesarGlow are wholesale commercial transactions intended for resale, professional distribution, or brand manufacturing. Due to strict hygiene, quality control, and cross-border customs regulations, retail consumer "change of mind" returns are not applicable to wholesale bulk export shipments once sealed master cartons have departed our export warehouse.

2. Evaluation Sample Orders

To prevent ordering discrepancies, KesarGlow strongly encourages international distributors, spas, and brand buyers to order evaluation sample packs prior to placing full commercial production orders. Sample charges may be credited against subsequent production orders as agreed in the commercial invoice. Evaluation sample fees are non-refundable once dispatched.

3. Transit Damage & Air Freight Insurance Claims

All commercial air express orders (DHL Express, FedEx) and air cargo freight consignments dispatched from Mumbai are inspected, packed in reinforced export master cartons, and insured under standard air cargo freight coverage.

• Notice Period: Any physical damage to outer cartons or product leakage occurring during international transit must be reported to our export desk within 48 hours of delivery.
• Required Evidence: Please provide clear photographs of the damaged master outer carton, the shipping label / Air Waybill (AWB), the inner protective packaging, and the affected individual units, along with a note on the delivery carrier's electronic receipt.
• Resolution: Upon verification by our logistics team and the carrier, KesarGlow will expedite replacement units on our next available air dispatch or issue an agreed commercial credit note towards future orders.

4. Quality Discrepancies & Batch Replacement

Every batch of Herbal Kumkumadi Saffron Face Serum and Herbal Bakuchiol Plant Retinol Serum is manufactured under strict quality documentation and accompanied by a batch Certificate of Analysis (COA) specifying pH, viscosity, specific gravity, and botanical actives.

• If an delivered consignment materially differs from the verified batch specifications detailed on the accompanying COA, the buyer must notify KesarGlow in writing within 14 calendar days of customs clearance.
• KesarGlow reserves the right to review retention samples from the corresponding batch retained in our Mumbai laboratory.
• If a non-conformance is validated, KesarGlow will manufacture and dispatch replacement inventory at no cost to the buyer, or issue a full commercial credit note.

5. Order Cancellations & Production Deposits

• Standard Stock Orders: Cancellations must be requested before order packaging and Air Waybill generation. Once an Air Waybill has been generated and courier pickup has occurred, orders cannot be cancelled.
• Private Label & Custom OEM/ODM Orders: Due to custom bottle printing, bespoke labeling, and specialized formulation batch runs, production advance deposits (typically 50%) become non-refundable once raw materials have been committed and printing has commenced.

6. Customs Clearance & Import Regulatory Compliance

Unless expressly agreed under Delivered Duty Paid (DDP) IncoTerms, import duties, local taxes, port clearance fees, and domestic regulatory registrations in the destination country remain the responsibility of the consignee (importer). KesarGlow provides complete export documentation (COA, MSDS, Commercial Invoice, Packing List) to support smooth customs clearance. Consignments delayed, abandoned, or rejected by destination customs due to buyer non-compliance are not eligible for refunds.

7. Contact the Export Claims Desk

For claims, replacement inquiries, or questions regarding this commercial policy, please contact our export desk:

• Email: hello@kesarglow.com
• WhatsApp Commercial Desk: +91 8451034846
• Registered Address: Mumbai, Maharashtra 400016, India
• IEC Registration: HTKJJ****** · GSTIN: 27HTKJJ******1Z8