Refund policy

RETURNS & REFUND POLICY
From Khet
At From Khet, we pride ourselves on delivering exceptional natural and healthy products directly to your doorstep. We understand that sometimes things don't go as planned. This Returns and Refund Policy outlines our commitment to resolving any concerns fairly and transparently.

1. General Returns Policy
Once an order is confirmed and delivered, From Khet does not accept general returns or refund requests for change of mind or buyer's remorse. However, we understand that quality issues can occur, and we are committed to providing fair and prompt solutions in the following situations:
• Damaged or defective products
• Missing items from your order
• Spoiled or expired products

2. Time Frame for Reporting Issues
To ensure swift resolution, please notify us of any issues within the following timeframes from the delivery date:
• Damaged or defective products: Within 5 days of delivery
• Missing items: Within 5 days of delivery
• Spoiled or faulty products: Within 10 days of delivery
Reports received after these timeframes may not be eligible for replacement or refund.

3. Required Documentation
To process your claim promptly and fairly, please provide clear evidence with your complaint. The documentation requirements vary based on the nature of the issue, as detailed below.

3.1 Damaged Products
When reporting damaged products, please send an email to Info@fromkhet.com with the following:
• Order number and order date
• Clear image of the invoice or packing slip
• One image of the outer packaging/box showing the damage and shipping label
• Two or more clear images of the damaged product from different angles
• Unboxing video (optional but recommended) clearly showing the damage upon
opening

3.2 Missing Items
When reporting missing items, please send an email to Info@fromkhet.com with the
following:
• Order number and order date
• Clear image of the invoice showing all items ordered
• One image of the outer packaging/box with the shipping label intact
• Two or more images of the opened box showing all items received
• Unboxing video (optional but recommended) showing the box contents clearly

3.3 Spoiled or Faulty Products
When reporting spoiled, expired, or faulty products, please send an email to
Info@fromkhet.com with the following:
• Order number and order date
• Manufacturing date or packaging date visible on the product
• Expiry date (if visible)
• Clear images or video of the affected product showing the issue (mold, unusual odor,
discoloration, wrong texture, etc.)

4. Natural Product Variations
Please note that From Khet products are completely natural and made using traditional, artisanal methods. Since no two batches are identical, we do not accept returns based on minor variations in:
• Taste or flavor intensity
• Texture or consistency
• Color or shade
• Aroma or scent intensity
These variations are a testament to the quality of our natural ingredients and traditional production methods. We make no compromises on ingredient quality or nutritional value. If you have concerns about specific product characteristics, we encourage you to contact us before placing an order.

5. Replacement Process
For approved claims, From Khet will promptly resend the affected product(s). Here's our process:
1. Email your complaint with required documentation to Info@fromkhet.com
2. Our team will respond within 24-48 hours with acknowledgment and next steps
3. We will review your claim and supporting documentation to verify the issue
4. Upon approval, we will arrange to resend the replacement product(s) promptly
5. In cases of multiple item shipments, only the affected product(s) will be replaced
Replacement products are typically dispatched within 5-7 working days of approval and will be delivered as per our standard shipping timelines.

6. Refunds
From Khet prioritizes replacement over refunds to ensure you receive the quality products you ordered. However, in specific circumstances, refunds may be considered:
• Multiple failed replacement attempts for the same issue
• Technical issues preventing successful reshipment
• Customer request for refund instead of replacement (at our discretion)

If a refund is approved:
• The refund amount will be credited to your original payment method
• Processing typically takes 5-7 working days after approval
• Please allow an additional 2-5 business days for your bank to reflect the credit
(depending on your financial institution)
Please note that partial Cash on Delivery (COD) payments are non-refundable
under any circumstances.

7. Multiple Item Orders
In orders containing multiple items, only the affected or defective product(s) can be returned or replaced. Unaffected items will not be part of the return or refund process. This approach allows us to serve you faster while maintaining cost-efficiency.

8. Response Time & Customer Support
We are committed to prompt and fair resolution:
• All emails will be responded to within 24-48 hours
• Full assistance and guidance will be provided to resolve your issue
• We ensure fair outcomes at all times through careful investigation and due diligence
• For any questions or concerns, contact us at Info@fromkhet.com

9. What We Cannot Accept
Please note that the following are not eligible for return, refund, or replacement:
• Returns requested beyond the specified timeframes
• Products with opened or tampered packaging (unless damage/spoilage is evident)
• Products purchased during sale periods or as part of special promotional offers
(unless explicitly stated in the promotion)
• Gifting category items (non-returnable by policy)
• Minor natural variations in taste, texture, color, or aroma

10. Order Cancellation
We will consider cancellation requests only if your order has not yet been shipped. If your cancellation is approved before dispatch:
• You will receive a full refund of the order amount
• The refund will be processed to your original payment method within 5-7 working
days
Note: If your order has already been shipped, it will be treated as a return/refund claim rather than a cancellation.

11. Our Commitment to Fair Resolution
At From Khet, we believe in working collaboratively with our customers to find amicable solutions that are fair to all parties. We will:
• Investigate all claims thoroughly and with due diligence
• Be transparent about our findings and decisions
• Work towards solutions that ensure your satisfaction while maintaining product
quality standards
• Treat each case individually and fairly, considering all circumstances

12. Policy Updates
From Khet reserves the right to modify this Returns and Refund Policy at any time without prior notice. Changes will be effective immediately upon posting on our website. We recommend reviewing this policy periodically for updates. Your continued use of our services indicates acceptance of any changes.

Contact Us
For any questions regarding returns, refunds, or claims, please reach out to us:
Email: Info@fromkhet.com
Our customer support team is here to help and will respond within 24-48 hours of your inquiry.