Returns, Refunds & Cancellation Policy

The terms set out herein form an integral part of Kiel’s Terms of Use and Privacy Policy. The User acknowledges that these terms of return, refund and cashback are limited to direct sales by Kiel (not applicable to third-party sales). These terms apply for all purchase modes from Kiel and its affiliates, including purchases on the Platform.

The User must ensure the shipping address and bank account details are complete, true and accurate so Products are delivered on time and refunds are initiated without delay. If information required for shipping or refund is incomplete or inaccurate after the process has been initiated by Kiel, Kiel shall not be liable for the Product and/or refund not being received.

1. Returns & Exchange

1.1 For End Customers (B2C)

1.1.1 Products once sold can be exchanged for a replacement or returned for store credit, provided they meet the terms herein.

1.1.2 Eligible reasons for return/exchange:

1.1.2.1 Incorrect Product delivered (does not match the order confirmation).

1.1.2.2 Manufacturing defect.

1.1.2.3 Shipping damage/defect.

1.1.2.4 Product does not conform to characteristics/features listed on the Platform or otherwise agreed in writing.

1.1.2.5 Product delivered late beyond the stated delivery schedule (except delays due to force majeure/unforeseeable circumstances).

1.1.3 Products must be returned within 10 working days from delivery.

1.1.4 For any return/exchange, a clear unboxing video must be recorded and emailed to support@thekiel.com, showing:

1.1.4.1 The sealed packaging, and

1.1.4.2 The delivered Product(s) highlighting any defect/damage/discrepancy.

1.1.5 Claims without an unboxing video may not be eligible.

1.1.6 Product must be in original condition with invoice, freebies (if any) and all packaging intact.

1.1.7 Any Product to be returned/exchanged must be unopened and sealed. Opened Products or those missing the invoice are not eligible.

1.1.8 Exchanges (including size changes) are subject to availability and confirmation.

1.1.9 Inventory is limited; if a requested size is unavailable, store credit may be issued and is valid for 12 months from issuance. All conditions for exchange apply to returns as well.

1.1.10 Returns are subject to quality inspection. If approved, the refund (or store credit) will be processed to the original payment mode/account.

1.1.11 If Products arrive damaged, email a photo of the damaged Product with the barcode to support@thekiel.com within 48 hours of receipt. The User will be entitled to an exchange of the damaged Product.

1.2 For Bulk Orders & Business Entities (B2B)

1.2.1 Refund eligibility:

1.2.1.1 Product does not conform to features/quality listed or agreed in writing (subject to substantial proof); and

1.2.1.2 Kiel is informed within 7 days of receipt.

1.2.1.3 Unboxing video must be recorded and sent to support@thekiel.com showing: (i) sealed packaging and (ii) defects/damages/discrepancies.

1.2.1.4 Claims without an unboxing video may not be eligible.

1.2.1.5 Product must be unopened and sealed; opened Products or those missing invoice are not eligible.

1.2.1.6 Refunds are subject to quality inspection. If approved, refund is credited to the original payment mode/account.

1.2.1.7 If Products arrive damaged, email a photo with barcode to support@thekiel.com within 48 hours of receipt. The User will be entitled to a refund for the damaged Product.

2. Cancellation Policy

Orders can be cancelled only before dispatch. Once dispatched, no cancellation request will be entertained. As part of usual business practice, Kiel may cancel an order after prior intimation and refund the entire amount if the order has not been approved/processed. This applies to B2B/Bulk orders as well.

3. Refund

3.1 Refunds (original mode of payment or store credit) are typically processed within 5–7 working days from:
3.1.1 The User providing appropriate account details (where applicable), and/or
3.1.2 Receipt of the Product by Kiel.

3.2 Cash refunds are not issued; refunds are made to the original payment instrument/account as applicable.

3.3 No refunds on discounted bills where any discount was applied.

3.4 Refunds apply only if the purchase was made while logged into a User account.

3.5 Chargebacks should be raised only if:
3.5.1 The User is eligible under this Policy; and
3.5.2 Despite eligibility, Kiel has not processed the refund within the stated timeline.

3.6 Refund policy for B2B/Bulk orders follows Clause 1.2.

4. Customer Care Details

Customer Care
Timings & Working days: Mon–Fri (10:00 AM – 6:00 PM)
Email: support@thekiel.com