Replacement Policy
At Kilbary Farm, we take utmost care to ensure that every order is securely packed, especially our glass bottle products. Despite careful handling and protective packaging, damage may occasionally occur during transit.
Please note that Kilbary Farm does not offer refunds under any circumstances. We provide replacement only for products verified as damaged at the time of delivery and subject to validation.
1. Important Delivery Instruction
Customers are strongly encouraged to record a clear video while receiving and opening the package from the delivery agent.
The video should clearly show:
The outer package condition
The unboxing process
The condition of the product inside
This video may be required as supporting proof for any damaged product claim.
2. Damaged Product on Delivery
If you receive a damaged product, you must notify us within 48 hours from the date of delivery.
To raise a replacement request:
Send an email to customersupport@kilbaryfarm.com
Use the subject line: “Damaged Package”
Include the following:
Order Number
Image of the Invoice
One clear image of the outer shipping box
Two clear images of the damaged product
Your contact phone number
Unboxing video (if available)
Requests submitted after 48 hours of delivery will not be eligible for replacement.
3. Validation & Pick-Up Process
All replacement requests are subject to review and approval.
The product must be returned through the pick-up arranged via our platform.
The item will undergo validation at the time of pick-up.
Fraud prevention checks will be conducted before approving replacement.
4. Packaging Condition Requirement
To qualify for replacement:
The product must be returned in its original packaging/box.
The packaging should not be intentionally damaged or tampered with.
Only transit-related damage will be considered.
5. Replacement Terms
Upon successful inspection and approval, a replacement product will be dispatched.
No refunds, or exchanges for different products will be provided under any circumstances.