LEGAL

Return & Refund Policy

shopkren.com

1. Policy Scope

This Return & Refund Policy explains how cancellations, exchanges, and reverse pickup requests are handled for orders placed directly on the KRÉN website (shopkren.com).

By placing an order through the KRÉN website, you agree to the terms of this Return & Refund Policy, including KRÉN’s no-refund policy described in Section 2.

This Policy is intended to be read in accordance with applicable Indian consumer protection, e-commerce, and product compliance requirements, including the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020, the Drugs and Cosmetics Act, 1940, the Cosmetics Rules, 2020, and applicable payment system requirements issued by competent authorities in India, to the extent applicable to KRÉN.

This Policy should be read together with KRÉN’s Terms & Conditions, Shipping Policy, Privacy Policy, and other customer-facing policies, where applicable.

It covers:

  • KRÉN’s no-refund policy
  • Cancellations before dispatch
  • Refused and failed deliveries
  • Damaged, missing, tampered, or wrong-shade product claims
  • Eligible exchange cases
  • Reverse pickup for approved cases

[Include only if applicable] Orders placed through third-party marketplaces or external platforms will be governed by the cancellation, return, and exchange terms of the respective platform.

2. No-Refund Policy

KRÉN does not provide monetary refunds under any circumstances.

This applies to all situations, including but not limited to: order cancellations before dispatch, refused deliveries, failed or undelivered orders, and post-delivery claims for damaged, missing, tampered, or wrong-shade products.

Where KRÉN determines that a claim is valid and the issue occurred due to a KRÉN-side or transit-side fault, KRÉN will resolve the claim through a product exchange only, as set out in Sections 7 to 10 of this Policy. No cash, UPI, card, wallet, or any other form of monetary refund will be issued at any stage, under any circumstance.

By placing an order on the KRÉN website, the customer acknowledges and accepts this no-refund policy.

3. Product Category and Hygiene Considerations

KRÉN currently sells one product, the Underarm Tint, available in three shades — Pearl, Haze, and Ember — which falls under the beauty and personal care category as a cosmetic product applied directly to the skin.

Product integrity, labeling, safety, and compliance considerations are subject to the Drugs and Cosmetics Act, 1940 and the Cosmetics Rules, 2020, to the extent applicable.

Due to hygiene, safety, and product integrity reasons, products that have been opened, used, or have a broken seal are not eligible for exchange — including exchanges for a different shade — unless the issue is verified as a KRÉN-side or transit-side issue.

Opening the outer shipping package only to inspect the delivered product will not automatically make the product ineligible for a claim. However, the product itself, including its seal, must not be opened, used, altered, or damaged by the customer.

4. Shade Selection Responsibility

KRÉN offers a “Find Your Shade” quiz on the website to help customers choose between Pearl, Haze, and Ember before ordering. Customers are responsible for selecting the correct shade at checkout.

Because the product is a cosmetic applied directly to skin, KRÉN cannot exchange a product for a different shade once it has been opened or used, for hygiene reasons. KRÉN does not offer refunds for shade selection errors made by the customer.

If a customer receives the wrong shade due to a KRÉN-side packing or fulfilment error, this will be treated as an eligible exchange case under Section 8, provided the claim is raised with photo or video proof within 24 hours of delivery.

5. Cancellation Before Dispatch

KRÉN does not provide a refund for orders cancelled before dispatch.

Once payment for an order is completed, KRÉN does not offer a monetary refund for that order at any stage, including if the customer requests cancellation before the order is dispatched.

Customers should confirm their shade, quantity, and delivery details carefully before completing payment, as cancellation requests will not result in a refund.

6. Cancellation During Delivery and Refused Deliveries

Once an order has been dispatched, it cannot be cancelled.

If a customer refuses delivery or the order is otherwise not accepted, no refund will be issued.

KRÉN may treat repeated delivery refusals or non-acceptance as misuse and may restrict future orders from that customer.

Once the package has been delivered and accepted by the customer, the order is final, except for eligible exchange cases described in this Policy.

7. Post-delivery Claims

KRÉN does not accept general returns or exchanges after delivery for reasons such as:

  • Change of mind
  • Customer no longer wants the product
  • Customer ordered by mistake
  • Preference-based reasons
  • Wrong shade selected by the customer at checkout
  • Product no longer required after acceptance

After the product has been delivered and accepted, customers may raise a post-delivery claim only if the product is:

  • Damaged when received
  • Missing from the package
  • Affected due to a tampered package
  • Received in the wrong shade due to a KRÉN-side error
  • Otherwise verified by KRÉN as a KRÉN-side or transit-side issue
If the product is damaged, or the issue is otherwise a fault on KRÉN’s end, KRÉN will exchange the product — provided clear photo and video proof is submitted within 24 hours of delivery. No refund will be issued in any case.

KRÉN will review the submitted proof and may conduct an internal investigation with the courier or logistics partner where required.

Claims involving suspected malpractice, false reporting, empty-box claims, tampering, or misuse will be investigated thoroughly before any exchange is approved.

8. Eligible Exchange Cases

A product exchange may be considered only in the following cases, and only if photo/video proof is submitted within 24 hours of delivery:

  • The product is received in damaged condition
  • The product is damaged during transit
  • The package is tampered with and the claim is verified
  • The product is missing from the package and the claim is verified
  • The wrong shade was sent due to a KRÉN-side packing error and the claim is verified
  • KRÉN verifies that the issue occurred due to a KRÉN-side or transit-side reason

All exchange requests are subject to proof submission, verification, and product inspection where applicable. Exchanges are the only resolution offered — no refunds are provided under this or any other section of this Policy.

9. Non-Exchangeable Cases

KRÉN may reject a post-delivery claim or exchange request in the following cases:

  • The product has been opened, used, altered, or mishandled by the customer
  • The product is damaged after delivery due to customer handling, storage, or misuse
  • The original packaging, seal, label, or invoice is missing
  • The claim, along with photo/video proof, is raised after 24 hours of delivery
  • The customer selected the wrong shade at checkout (not a KRÉN-side error)
  • [If applicable] The product was purchased through a third-party marketplace or external platform and the request is raised under KRÉN’s website policy instead of that platform’s
  • The claim appears repetitive, misleading, suspicious, or inconsistent

10. Exchange Process

Once an exchange claim is raised with photo/video proof within 24 hours of delivery, KRÉN will review the claim and supporting evidence.

If the claim is approved, KRÉN may arrange reverse pickup where serviceable, or request the customer to follow the return instructions provided.

The replacement product will be shipped after the claim is approved and, where applicable, after the returned product is received and inspected by KRÉN.

Exchange timelines may vary depending on stock availability, courier serviceability, and customer location. No refund will be issued at any point in this process, including if the exchange is delayed.

11. Exchange Stock Unavailability

If an approved exchange cannot be fulfilled immediately because the shade is temporarily out of stock, KRÉN will offer the customer either: a different available shade of the same product, or the option to wait until the original shade is restocked.

No monetary refund will be issued if the exact shade is unavailable at the time of exchange.

12. Failed Delivery and Return-to-Origin

As stated in KRÉN’s Shipping Policy, the delivery partner will make multiple delivery attempts before a shipment is marked undelivered.

If a product is returned to KRÉN after failed delivery attempts, no refund will be issued.

KRÉN may, at its discretion, offer to redispatch the same order once updated delivery details are confirmed with the customer, subject to any applicable redispatch shipping charges. If the customer cannot be reached or does not respond, the order value may be treated as forfeited.

KRÉN may review repeated failed delivery cases and may take appropriate action where misuse, repeated non-acceptance, or suspicious order behaviour is identified.

13. Reverse Pickup

KRÉN provides reverse pickup only for approved exchange cases.

Reverse pickup may be arranged for eligible damaged, missing, empty-box, tampered, wrong-shade, or KRÉN-side/transit-side issue claims, subject to courier serviceability.

KRÉN will bear the reverse shipping cost for approved exchange cases.

If reverse pickup is not available at the customer’s PIN code, KRÉN support may provide alternate return instructions.

Customers should not self-ship any product to KRÉN unless instructed by KRÉN support.

Customers must keep the product, packaging, and invoice ready for reverse pickup. If the customer is unavailable or fails to hand over the required items during reverse pickup, the claim may be delayed or rejected.

14. Product Inspection and Claim Approval

All post-delivery claims and exchange requests are subject to verification and approval by KRÉN.

Where applicable, the returned product may be inspected after it is received by KRÉN.

Approval of an exchange is not automatic and will depend on KRÉN’s verification process. Approval does not, under any circumstance, entitle the customer to a monetary refund.

15. Repeated, Suspicious, or Fraudulent Claims

KRÉN reserves the right to reject claims that appear fraudulent, repetitive, misleading, inconsistent, or suspicious.

KRÉN may also restrict future exchange claims from customers who misuse the policy or provide false information.

KRÉN may take appropriate action against fraudulent, false, misleading, or abusive claims in accordance with the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020, the Information Technology Act, 2000, applicable Information Technology Rules, and other applicable Indian laws.

16. Customer Support

For any exchange or order queries, customers can contact KRÉN through the Contact Us section of the website.

Support options include:

Customers should include their Order ID or registered phone number or email ID when contacting support for faster assistance.

17. Policy Updates

KRÉN may update this Return & Refund Policy from time to time to reflect changes in its business operations, product offering, exchange process, courier arrangements, or requirements under the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020, the Drugs and Cosmetics Act, 1940, the Cosmetics Rules, 2020, applicable payment system requirements, or other applicable Indian laws.

The updated Return & Refund Policy will be posted on the KRÉN website with a revised “Last Updated” date.

Orders placed after the updated policy is published will be subject to the latest version of this Return & Refund Policy.