Policies
Returns & Refunds
Exchanges & Cancellations
We want you to love every Kibana product. If something isn't right, here's everything you need to know.
01 — Return
Return Policy
Important
Items purchased during sales or special events are not eligible for return or refund.
Eligibility Criteria
- The item must be unused, unworn, and in original condition.
- All original packaging must be intact, including dust bags, tags, and accessories.
- The return request must be initiated within 7 days of delivery.
- A valid proof of purchase (order number or receipt) must be provided.
Non-Returnable Items
- Items that show signs of use, damage, or odor.
02 — Refund
Refund Policy
Important
Items purchased during sales or special events are not eligible for return or refund.
Inspection Process
- All returned items are subject to quality inspection upon receipt.
- Customers will be notified of the approval or rejection of their refund request.
Refund Process
- Approved refunds will be credited to the original payment method.
- Refunds are typically processed within 3–4 business days after approval.
Applicable Deductions
Refund amounts may exclude:
- Shipping charges, except in cases of damaged or incorrect items.
- Return shipping costs, unless the return is due to an error on our part.
Late or Missing Refunds
If you have not received your refund:
- Verify your bank account statement.
- Contact your credit card provider or banking institution.
- If the issue remains unresolved, email us at support@kibanalife.com.
Return Shipping Guidelines
Send Returns To
House No. 1, 2nd Floor, KH.No. 581/2,
Village Sultanpur, New Delhi – 110030
03 — Exchange
Exchange Policy
Eligible Conditions
- Incorrect item received.
- Items received are defective or damaged.
- Size or color exchange, subject to stock availability.
Request Timeline
- Exchange requests must be raised within 48 hours of delivery.
- For damaged or incorrect items, customers must share clear photographs and an unboxing video as proof.
Damaged or Defective Items
- Capture clear photos and an unboxing video of the damaged item, including the product and packaging.
- Email us within 48 hours of delivery at support@kibanalife.com with the evidence.
- Upon verification, we will arrange a replacement or full refund at no additional cost.
04 — International
International Policy
Kibana does NOT accept international returns.
Refund Policy
- Refund only after inspection / quality check.
- Refund goes to original payment method.
- Processing time: Usually 5–14 days after approval.
Important — Refund Exclusions
- Shipping charges are mostly non-refundable.
- Import taxes / customs are never refunded.
Exchange Policy
Allowed When
- You received a damaged item.
- You received the wrong product.
Restrictions
- Exchange is one-time only.
- You are responsible for return shipping costs.
- Customs duties are NOT paid by us.
05 — Cancellation
Cancellation Policy
Before Shipment
Orders can be canceled within 12 hours of placement by contacting support@kibanalife.com with your order number. A full refund will be issued if the order has not been processed or shipped.
After Shipment
Orders cannot be canceled once shipped. However, returns can be requested after delivery as per our Return & Refund Policy.
06 — Notice
Important Notice
- Claims cannot be accepted without a valid unboxing video as proof.
- Claims reported after the return/replacement window will not be processed.
- If the outer packaging is slightly damaged, please ensure the delivery agent records it on the delivery slip at the time of acceptance.
- Once a delivery is accepted without proper documentation, we may not be able to process damage-related claims.