Refund policy

Effective Date: January 12, 2025

At Timeless Aura Group (“we”, “our”, or “us”), we are committed to making your shopping experience with Kulmari.com transparent, reliable, and satisfactory. This Refund, Return, and Replacements Policy (“Policy”) explains the terms and conditions under which refunds, returns, and replacements are processed. By placing an order with us, you agree to the terms outlined below.

For all inquiries, please contact us at info@kulmari.com.

1. Scope of Policy

  • Wrong product received
  • Missing items in an order
  • Damaged or defective products
  • Expired products upon delivery
  • Buyer’s remorse (change of mind)
  • Delivery or shipping issues
  • Duplicate orders or payments

2. General Conditions

Proof of Purchase: A valid order number or receipt is required.

Condition of Returns: Products must be unopened, unused, and in their original packaging, unless defective or damaged upon arrival.

Timeline: Claims must be submitted within 30 calendar days of delivery.

Submission Method: Claims must be filed via email at info@kulmari.com with supporting evidence.

3. Incorrect or Missing Items

Customers should check their order immediately upon delivery. We will verify claims using our internal records and packing logs. To support your claim:

  • Provide an unboxing video or clear photographs as proof.
  • Resolution: Replacement free of charge, or refund if unavailable.

4. Damaged Products

Report damages within 30 days of delivery. Submit photos/videos of the product and packaging.

Resolution: Free replacement (including shipping) or full refund.

5. Defective Products

Defective products are defined as items with manufacturing or functional faults.

  • Refunds may apply only to the defective portion.
  • Resolution: Refund to original payment method or store credit.

6. Buyer’s Remorse (Change of Mind)

  • Eligible within 30 days of delivery.
  • Products must be unopened, unused, and in original packaging.
  • All returns require pre-approval.
  • Refunds issued after inspection of returned product.
  • Return shipping costs are the customer’s responsibility.

7. Product Expiration

All products will have a minimum shelf life of 3 months upon delivery. Claims for expiration after storage by the customer will not be accepted.

8. Delivery and Shipping Issues

  • Customers must ensure availability at delivery address.
  • Customers are responsible for customs duties, taxes, and clearance documentation.
  • Resolution: One free reshipment or store credit if reshipment is not possible.
  • Repeated delivery issues may result in refunds via store credit only.

9. Duplicate Orders or Payments

  • Duplicate payments refunded as store credit unless otherwise requested.
  • Duplicate orders: one processed, the other held pending customer confirmation.

10. Refund Processing

  • Refunds issued to original payment method or as store credit.
  • Customer must ensure accuracy of payment details.
  • Additional details may be requested for fraud prevention.
  • Refunds processed within 7–14 business days after approval.

11. Filing a Claim

To file a claim, please email info@kulmari.com with the following details:

  • Order number
  • Description of the issue
  • Supporting evidence (photos, videos, or unboxing footage)

Our support team will respond within 5–7 business days.

12. Exclusions

  • Damage caused by misuse, mishandling, or negligence
  • Items returned without prior approval
  • Free items, promotional samples, or gifts
  • Claims made after the claim window

13. Policy Updates

Timeless Aura Group reserves the right to amend or update this Policy at any time without prior notice. Any changes will be effective upon publication on Kulmari.com.