शुल्क वापसी की नीति
REFUNDS, RETURNS & DAMAGES POLICY
At Peony Neoma, every order is carefully packed using high-quality protective materials, including bubble wrap and corrugated packaging, to help ensure products arrive safely and securely.
Please read this policy carefully before placing an order.
---
All purchases made through Peony Neoma are final. We do not offer: Returns / Exchanges / Monetary refunds - once an order has been placed, confirmed, or delivered. However, we understand that rare transit or fulfillment issues may occasionally occur. In such cases, we may assist in genuine claims, provided proper UNBOXING VIDEO is submitted.
Requirements outlined below.
---
MANDATORY UNBOXING VIDEO REQUIREMENT
A complete, clear, uninterrupted unboxing video is mandatory for any claim relating to:
- Incorrect items
- Damaged products
- Missing items
- Empty packages
- Tampered parcels
This policy exists to protect both customers and Peony Neoma against courier discrepancies, transit disputes, and fraudulent claims.
Claims submitted without proper video proof will not be accepted under any circumstances.
---
HOW TO RECORD A VALID UNBOXING VIDEO
To qualify for claim review, the unboxing video must meet ALL of the following conditions:
- Recording must begin before opening the sealed package
- The shipping label / AWB must be clearly visible
- The parcel must be shown from all sides (360° view)
- The package seal and condition must be clearly visible before opening
- The parcel must be opened in one continuous shot
- All contents received must be clearly displayed
- The video must remain unedited, uninterrupted, and without cuts, pauses, or transitions
For your own protection, we strongly recommend recording the entire unboxing process carefully in good lighting.
---
CLAIMS THAT WILL NOT BE ACCEPTED
We reserve the right to reject claims if:
- No unboxing video is provided
- The video begins after the package has already been opened
- The package appears tampered with or pre-opened before recording
- The video is edited, paused, unclear, cropped, or incomplete
- Required package details are not visible
- The claim is submitted beyond the allowed timeframe
- The customer accepted a visibly tampered package from the courier
If a package appears damaged or tampered with at the time of delivery, customers are advised to refuse acceptance of the shipment.
---
REPORTING AN ISSUE
If you receive a damaged, incorrect, missing, or tampered order, you must contact us within 12 hours of delivery.
Please share the following through email or direct message:
- Order ID
- AWB / Tracking Number
- Complete uninterrupted unboxing video
Once received, the claim will be reviewed and, where applicable, escalated with the courier partner for investigation.
Submission of a claim does not guarantee approval or compensation.
---
SHIPPING & TRANSIT LIABILITY
Once an order has been dispatched and handed over to the courier partner, the shipment is under the responsibility of the third-party logistics provider.
Peony Neoma shall not be liable for:
- Transit delays
- Courier mishandling
- Loss during shipping
- Theft after delivery
- Transit damages caused by third-party carriers
However, genuine issues supported by valid proof may be reviewed and escalated at our discretion.
---
PRE-ORDER POLICY
Certain products listed on our store may be offered on a pre-order basis.
What is a Pre-Order?
A pre-order allows customers to reserve products that are:
- Currently out of stock
- In transit
- Awaiting arrival
- Being specially sourced after purchase
Pre-order inventory is often secured specifically against confirmed customer purchases.
---
PRE-ORDER CANCELLATIONS
Once a pre-order has been successfully placed and payment has been processed, it is considered final.
Pre-order purchases cannot be:
- Cancelled
- Modified
- Exchanged
This is because sourcing and reservation processes begin immediately after confirmation of the order.
---
PRE-ORDER TIMELINES
By placing a pre-order, you acknowledge and agree that fulfilment timelines are estimated only.
Delays may occur due to:
- Supplier timelines
- International logistics
- Customs processing
- Courier operations
- External circumstances beyond our control
Estimated timelines are not guaranteed delivery dates.
---
PRE-ORDER UNAVAILABILITY
In rare situations where a pre-order item becomes unavailable or cannot be fulfilled by the supplier, Peony Neoma reserves the right to cancel the affected order.
In such cases, a refund or store credit may be issued at our discretion.
---
RESOLUTION & COMPENSATION
All claims are subject to verification and investigation.
If a claim is approved, compensation, where applicable, will be provided solely at the discretion of Peony Neoma.
Approved resolutions may include:
- Store credit
- Replacement product
- Partial store credit
- Alternative resolution deemed appropriate by us
Monetary refunds will not be issued except where required under applicable law.
---
POLICY ACCEPTANCE
By placing an order with Peony Neoma, you acknowledge that you have read, understood, and agreed to this Refunds, Returns & Damages Policy in full.