At Kerence.com, customer satisfaction is our priority. We understand that sometimes a product may not meet expectations. This policy outlines how you can return items and under what conditions refunds or replacements will be issued.

1. Eligibility for Returns

• We accept returns if:
• The product is unused, unworn, and in its original condition and packaging.
• Return is requested within 7 days of delivery.
• Tags, certificates (if any), and the invoice are intact.

Note: Customized, personalized, and final sale items are non-returnable and non-refundable unless they arrive damaged or incorrect.

2. Refund Conditions (Strict 24-Hour Window)

• If you wish to receive a refund, please note:
• The refund request must be made within 24 hours of delivery.
• The product must be in unused, original condition.
• Requests made after 24 hours of delivery will not be eligible for a refund.

⏰ After the 24-hour window, we offer replacements only — no refunds will be processed beyond this timeframe.

This helps us ensure product safety, hygiene, and fairness in our return process.

3. How to Request a Return or Refund

To initiate a return:

• Email support@kerence.com within the required time frame (24 hours for refunds, 7 days for replacements).
• Include your Order ID, reason for return, product photo (if damaged or incorrect), and delivery date.
• Wait for confirmation from our team before sending anything back.
• Once approved, we will coordinate either a reverse pickup or ask you to send it to our return address.

🚫 Please do not send back items without our confirmation, as they may not be accepted.

4. Refund Process

• If your refund request is approved:
• Refunds will be made to the original payment method within 5–7 business days after we receive and inspect the returned item.
• For Cash on Delivery (COD) orders, we’ll request your bank or UPI details to process the refund.

💡 Remember: Refunds are only possible if requested within 24 hours of delivery. After that, we will only process a replacement (if eligible).

5. Replacement Policy (After 24 Hours)

• If your return request is made after 24 hours, and within the 7-day return window:
• You are eligible for a replacement or store credit only, not a refund.
• The product must still meet all return conditions (unused, original condition, etc.).

6. 6. Damaged or Wrong Product Received

• If you receive:
• A damaged, defective, or incorrect product — report it within 24 hours of delivery.
• Share clear photos/videos with your Order ID to support@kerence.com.
• We’ll arrange a free replacement or full refund, depending on availability and your refund eligibility.

7. Cancellations

• Orders can be cancelled within 24 hours of placing them, provided they have not been shipped.
• Once shipped, orders cannot be cancelled and must be handled through our return process after delivery.

8. Updates to This Policy

• We may revise this policy from time to time. Any changes will be posted here with the updated effective date.

9. Contact Us

• We’re here to help you:

📧 Email: support@kerence.com

🌐 Website: www.kerence.com

Thank you for choosing Kerence.com.

We appreciate your trust and promise to always prioritize quality, clarity, and customer care.