Effective Date: Effective from the date of publication
1. Introduction
This Return, Refund & Cancellation Policy ("Policy") governs the cancellation, return, replacement, and refund of products purchased through www.nkech.com ("Website"), owned and operated by Essentree Global LLP, operating under the brand name NKECH ("Company", "we", "our", or "us").
This Policy forms an integral part of the Company's:
- Terms of Use
- Privacy Policy
- Shipping Policy
By placing an order through the Website, you acknowledge that you have read, understood, and agreed to this Policy.
2. Nature of Products
NKECH manufactures and sells skincare, haircare, and personal care products intended for individual personal use.
Due to the hygienic nature of these Products and to ensure customer safety, strict return and replacement conditions apply.
This Policy has been designed to balance:
- consumer protection;
- product safety;
- hygiene standards;
- operational practicality; and
- applicable Indian laws.
3. Scope
This Policy applies only to purchases made directly through:
Purchases made through third-party platforms such as Amazon, Flipkart, Nykaa, or other authorized sellers shall be governed by the respective marketplace's return and refund policies.
4. General Principle
As NKECH Products are cosmetic and personal care items that may come into direct contact with the skin or hair, Products are generally non-returnable once delivered, except in circumstances expressly provided under this Policy or where otherwise required by applicable law.
Nothing in this Policy limits any statutory rights available to consumers under applicable law.
5. Non-Returnable Products
Unless otherwise required by applicable law, the following Products are not eligible for return once delivered:
- Opened Products.
- Used Products.
- Products with broken seals.
- Products damaged due to misuse.
- Products stored contrary to usage instructions.
- Products purchased by mistake.
- Products ordered in the wrong variant, fragrance, or quantity by the Customer.
- Products disliked after use due to personal preference.
- Products where individual results differ from customer expectations.
- Gift items or promotional products provided free of cost.
- Products returned without original packaging where such packaging is reasonably necessary to verify the claim.
6. Situations Where Returns or Replacements May Be Considered
Subject to verification, the Company may consider a replacement or refund if:
- A wrong Product was delivered.
- The Product was received in a damaged condition.
- The Product leaked during transit.
- The Product was materially defective at the time of delivery.
- Essential items were missing from the shipment.
- The shipment was lost before successful delivery.
- Any other circumstance where the Company determines that a replacement or refund is appropriate under applicable law.
Each request shall be reviewed individually.
Approval is not automatic merely because a request has been submitted.
7. Customer Responsibility Upon Delivery
Immediately upon receiving the shipment, Customers are encouraged to:
- inspect the outer packaging;
- verify the shipping label;
- confirm the Product received;
- check for visible leakage or damage;
- verify the quantity received;
- retain the original packaging until inspection is complete.
Prompt inspection assists the Company in investigating shipping-related issues efficiently.
8. Reporting Timeline
To enable timely investigation, Customers should notify the Company of any eligible issue within 48 hours of delivery.
Reports received after this period may be difficult to verify and may therefore be declined, except where required by applicable law or where exceptional circumstances are demonstrated.
9. Evidence Required for Claims
To investigate requests efficiently and fairly, the Company may require supporting evidence.
Depending upon the nature of the claim, Customers may be requested to provide:
- Order Number.
- Customer Name.
- Registered Mobile Number.
- Clear photographs of the Product.
- Photographs of the shipping package.
- Photographs of the shipping label.
- Batch number.
- Description of the issue.
- An uninterrupted unboxing video recorded from the moment the sealed shipping package is opened until all contents are clearly visible.
The uninterrupted unboxing video greatly assists in verifying claims relating to:
- damaged Products;
- leaked Products;
- incorrect Products;
- missing items;
- transit-related issues.
While the Company strongly recommends recording such a video, the absence of an unboxing video does not automatically disqualify a genuine claim. The Company may evaluate all available evidence on a case-by-case basis, taking into account the nature of the issue and applicable consumer protection laws.
10. Verification Process
Upon receiving a claim, the Company may:
- review the information submitted;
- request additional photographs or videos;
- coordinate with the logistics provider;
- verify internal dispatch records;
- inspect manufacturing records where relevant;
- evaluate batch details;
- contact the Customer for clarification.
The Company aims to complete verification within a reasonable time; however, timelines may vary depending on the complexity of the investigation.
During the verification process, Customers should retain the Product, original packaging, accessories, labels, and any accompanying materials until instructed otherwise.
11. Incorrect Product Delivered
If the Customer receives a Product materially different from what was ordered, the Customer should notify the Company within 48 hours of delivery.
The Company may request:
- Order Number;
- photographs of the Product received;
- photographs of the shipping label;
- photographs of the outer packaging;
- batch number (where visible); and
- an uninterrupted unboxing video
If, after verification, the Company determines that an incorrect Product was delivered due to its error, it may, at its discretion:
- arrange collection of the incorrect Product (where operationally feasible);
- dispatch the correct Product; or
- issue a refund in accordance with this Policy.
12. Product Damaged During Transit
Customers receiving a Product that appears materially damaged during transit should notify the Company within 48 hours of delivery.
Examples include:
- broken containers;
- cracked bottles;
- crushed packaging affecting product integrity;
- severe leakage;
- visibly unusable Products.
The Company may request supporting evidence to verify the claim.
If the claim is approved, the Company may provide:
- a replacement Product; or
- a refund where replacement is not reasonably possible.
13. Product Leakage
Minor residue around caps or dispensers resulting from manufacturing tolerances or normal transportation shall not automatically be considered a defect.
However, significant leakage affecting the quantity, quality, or usability of the Product may qualify for replacement or refund following verification.
The Company may request:
- photographs from multiple angles;
- packaging photographs;
- shipment label;
- uninterrupted unboxing video
14. Missing Product or Missing Item
If a shipment is received with one or more Products missing, the Customer should report the issue within 48 hours.
Verification may include:
- dispatch records;
- shipment weight;
- courier investigation;
- warehouse packing records;
- supporting photographs or videos provided by the Customer.
If the Company determines that an item was omitted during fulfilment or lost before delivery, it may:
- dispatch the missing Product; or
- refund the value of the missing Product.
15. Manufacturing Defect
Customers believing that a Product contains a manufacturing defect should contact Customer Support promptly.
Examples may include:
- broken pump before first use;
- defective closure;
- damaged container resulting from manufacturing;
- significant filling defects.
The Company may request:
- photographs;
- batch number;
- manufacturing date (if visible);
- purchase details;
- additional information reasonably necessary for investigation.
The Company may also require return of the Product for quality inspection where appropriate.
Approval shall be based upon findings of the Company's quality assessment and applicable law.
16. Allergic Reactions and Individual Sensitivities
NKECH formulates its Products with care; however, cosmetic and personal care products may affect individuals differently.
The Company cannot guarantee that every Product will be suitable for every individual.
Customers are encouraged to:
- carefully review the ingredient list;
- perform a patch test before first use where appropriate;
- discontinue use if irritation occurs;
- consult a qualified healthcare professional where necessary.
Requests for refunds or replacements based solely on individual skin sensitivity, allergic reactions, incompatibility, or personal intolerance may not be approved unless required by applicable law or where the Company determines that the issue resulted from a verified product defect.
Nothing in this clause limits statutory consumer rights.
17. Customer Dissatisfaction
Personal care products may produce different results depending on individual circumstances.
Accordingly, dissatisfaction arising solely from:
- fragrance preference;
- texture preference;
- colour preference;
- personal expectations;
- cosmetic results;
- individual experience;
- change of mind;
- preference for another Product;
shall generally not qualify for return or refund.
The Company does not guarantee identical cosmetic results for all individuals.
18. Replacement Requests
Where a claim is approved, the Company may elect to provide a replacement Product instead of a refund where reasonably appropriate.
Replacement eligibility shall depend upon:
- stock availability;
- investigation findings;
- operational feasibility;
- applicable law.
Replacement Products shall ordinarily be of the same Product originally ordered unless otherwise mutually agreed.
19. Return Authorisation
Where return of a Product is required for investigation or replacement, Customers shall first obtain authorisation from the Company.
Products returned without prior authorisation may be refused.
Return authorisation may include:
- return instructions;
- pickup arrangements;
- return address;
- packaging instructions;
- documentation requirements.
20. Return Shipping
Where the Company determines that a return is required due to an approved eligible claim arising from:
- incorrect Product;
- damaged Product;
- verified manufacturing defect; or
- other Company-approved circumstances,
the Company may arrange reverse pickup or reimburse reasonable return shipping costs where appropriate.
If a Customer returns a Product without prior approval or for reasons not covered under this Policy, return shipping costs shall ordinarily remain the Customer's responsibility.
21. Inspection of Returned Products
Returned Products may undergo inspection upon receipt.
Inspection may include:
- packaging verification;
- batch verification;
- seal verification;
- product condition;
- manufacturing assessment;
- evidence comparison;
- quality control review.
If inspection reveals that the Product:
- has been materially used;
- has been intentionally damaged;
- has been altered;
- does not match the reported issue;
- is inconsistent with the claim submitted,
the Company reserves the right to reject the claim and return the Product to the Customer where appropriate.
22. Resolution of Approved Claims
Following completion of verification, the Company may resolve approved claims by one or more of the following:
- replacement of the Product;
- replacement of the missing item;
- refund of the eligible amount;
- store credit (where expressly agreed with the Customer);
- any other reasonable remedy permitted under applicable law.
The choice of remedy shall be made by the Company, subject to applicable consumer protection laws and the specific circumstances of the claim.
23. Order Cancellation by the Customer
Customers may request cancellation of an Order before it has been processed for dispatch.
Cancellation requests should be submitted as soon as possible through Customer Support.
The Company will make reasonable efforts to process cancellation requests received before dispatch; however, cancellation cannot be guaranteed once order processing has commenced.
If an Order has already been dispatched, cancellation shall not be possible and the Order shall thereafter be governed by this Policy and the Shipping Policy.
24. Order Cancellation by the Company
The Company reserves the right to cancel any Order, in whole or in part, before dispatch where reasonably necessary, including but not limited to:
- Product unavailability;
- pricing errors;
- technical errors;
- suspected fraudulent activity;
- payment verification failure;
- suspected misuse of promotional offers;
- duplicate Orders;
- legal or regulatory restrictions;
- force majeure events;
- operational constraints beyond the Company's reasonable control.
Where payment has already been received for a cancelled Order, the Company shall process the applicable refund in accordance with this Policy.
25. Cash on Delivery (COD) Orders
Cash on Delivery ("COD") may be offered for eligible orders at the Company's discretion.
The Company reserves the right to:
- enable or disable COD;
- impose order value limits;
- restrict COD to selected locations;
- refuse COD for certain Products;
- withdraw COD eligibility from Customers with repeated failed deliveries, refusals, or misuse.
Repeated refusal to accept COD orders without valid reason may result in restrictions on future COD purchases.
26. Refund Method
Approved refunds shall ordinarily be processed using the original mode of payment wherever reasonably possible.
Depending on the payment method used, refunds may be processed through:
- Credit Card;
- Debit Card;
- UPI;
- Net Banking;
- Digital Wallet;
- Bank Transfer (where appropriate);
- Store Credit, only where expressly agreed by the Customer.
The Company shall not process refunds to unrelated third-party accounts except where required by law.
27. Refund Timelines
Once a refund has been approved:
- the Company shall initiate the refund within a reasonable period, generally within 7–10 business days; and
- the time taken for the refunded amount to reflect in the Customer's account may vary depending upon the payment service provider, issuing bank, or financial institution.
The Company shall not be responsible for delays caused solely by banks, payment gateways, or other financial intermediaries after the refund has been initiated.
28. Non-Refundable Charges
Unless otherwise required by applicable law, the following may not be refundable:
- shipping charges already incurred after dispatch;
- gift wrapping charges;
- optional premium delivery charges;
- convenience charges (if any);
- charges relating to services already rendered.
Where a full refund is legally or contractually required, applicable mandatory charges shall also be refunded.
29. Abuse of Return or Refund Process
The Company is committed to maintaining a fair and transparent process for all Customers.
The Company reserves the right to investigate and take appropriate action where it reasonably believes that a Customer has engaged in misuse of this Policy, including:
- repeated false claims;
- submission of manipulated photographs or videos;
- tampering with Products;
- intentional damage after delivery;
- misuse of promotional offers;
- repeated unjustified return requests;
- fraudulent payment disputes or chargebacks;
- abuse of replacement requests.
Following a reasonable investigation, the Company may:
- reject the claim;
- suspend or restrict the Customer's account;
- restrict Cash on Delivery eligibility;
- decline future orders where permitted by law;
- pursue any other lawful remedies available.
Nothing in this clause shall affect the rights of genuine consumers acting in good faith.
30. Limitation of Liability
To the fullest extent permitted under applicable law, the Company's liability under this Policy shall be limited to providing an appropriate remedy for an eligible claim, which may include:
- replacement of the Product;
- refund of the purchase price paid for the affected Product; or
- another remedy required by applicable law.
The Company shall not be liable for indirect, incidental, consequential, special, exemplary, or punitive damages arising from:
- dissatisfaction with cosmetic results;
- delays beyond its reasonable control;
- improper storage or use of Products by the Customer;
- failure to follow product instructions;
- individual skin or hair responses not attributable to a verified defect.
Nothing in this clause excludes or limits liability that cannot legally be excluded.
31. Force Majeure
The Company shall not be responsible for delays or inability to fulfil obligations under this Policy due to events beyond its reasonable control, including but not limited to:
- natural disasters;
- floods;
- earthquakes;
- fire;
- epidemic or pandemic;
- governmental actions;
- war;
- terrorism;
- civil unrest;
- labour disputes;
- transportation failures;
- courier disruptions;
- cyber incidents;
- internet outages;
- power failures; or
- any other force majeure event.
Obligations affected by such events may be suspended for the duration of the event.
32. Policy Amendments
The Company reserves the right to amend, modify, replace, or update this Policy at any time to reflect:
- changes in law;
- regulatory requirements;
- operational practices;
- business needs;
- customer service improvements.
The revised Policy shall become effective upon publication on the Website unless otherwise specified.
Customers are encouraged to review this Policy periodically.
33. Governing Law and Jurisdiction
This Policy shall be governed by and construed in accordance with the laws of the Republic of India.
Subject to any mandatory rights available under applicable consumer protection laws, disputes arising out of or relating to this Policy shall be subject to the exclusive jurisdiction of the competent courts at Rajkot, Gujarat.
Nothing in this Policy shall restrict any statutory remedies available to consumers under applicable law.
34. Customer Support and Grievance
For assistance regarding cancellations, returns, replacements, or refunds, Customers may contact:
Essentree Global LLP
Brand: NKECH
Customer Support Email:
care@nkech.com
Customer Support Number:
+91 77788 28283
Website:
www.nkech.com
To help us process your request efficiently, please include:
- Order Number;
- Customer Name;
- Registered Mobile Number;
- Description of the issue;
- Supporting photographs and videos.
The Company will endeavour to acknowledge and address eligible requests within a reasonable timeframe.
35. Entire Return, Refund & Cancellation Policy
This Return, Refund & Cancellation Policy, together with the Terms of Use, Privacy Policy, and Shipping Policy, constitutes the complete policy governing cancellations, returns, replacements, and refunds for Products purchased through www.nkech.com.
In the event of any inconsistency between this Policy and applicable law, the applicable law shall prevail to the extent of such inconsistency.
