Refund & Return Policy

This Refund & Return Policy explains when you can obtain a refund, replacement, or cancellation for skincare products purchased through the Krovan mobile application, how to request one, and how and when the money is returned to you. It forms part of the terms you accept at checkout.

1.Who you are buying from

Products sold through the Krovan app are owned, sold, and fulfilled by Neary Skin Co. LTD, a company registered in the Kingdom of Cambodia ("Neary Skin", "we", "us", "our"). Neary Skin is the seller and merchant of record for every order and is the party responsible for the products, delivery, returns, and refunds.

SmartGreg PTE. LTD. (Singapore) owns and operates the Krovan application and provides the platform and technical support only. SmartGreg does not own, sell, stock, or ship the products, is not a party to the sale contract between you and Neary Skin, and does not decide refund requests. Payments are collected by our payment providers and settled to Neary Skin as merchant.

2.Scope and acceptance of this policy

This policy applies to all purchases of physical skincare products made through the Krovan app for delivery within Cambodia. You are shown this policy and asked to accept it before you confirm and pay for an order; by completing checkout you confirm that you have read and agree to it. A copy is always available in the app and is included in your order confirmation.

This policy does not limit any rights you have that cannot be excluded under the applicable consumer protection law of the Kingdom of Cambodia.

3.Prices, currency and payment methods

All prices shown in the app include applicable taxes and are stated in the currency displayed at checkout. Delivery charges, where they apply, are shown separately before you pay.

We accept payment through ABA PayWay and Wing / Bakong (KHQR). Your payment credentials are entered directly with the payment provider; we never receive or store your card number, CVV, PIN, or banking credentials.

4.Important: hygiene rule for skincare products

5.When you are entitled to a refund

You may request a refund, replacement, or credit in any of the following situations.

• Damaged, defective, or expired on arrival. The product arrives broken, leaking, contaminated, visibly tampered with, past its expiry date, or otherwise not in a saleable condition.
• Wrong or missing item. You receive a product different from the one you ordered, a different size or variant, or part of your order is missing from the delivery.
• Order never delivered. You paid for an order that was not delivered within the delivery timeframe shown at checkout, and it is not held at a pickup point or with the courier awaiting your collection.
• Duplicate or failed payment. You were charged more than once for the same order, charged an incorrect amount, or money was taken but no order was created in the app.

6.How to request a refund

Contact Neary Skin using the details in Section 16, or through the support option in the Krovan app, within the following time limits:

Please include:

• your order number and the phone number used on the account;
• what the problem is and which item it concerns;
• photographs of the product, its seal, and the outer packaging where the item is damaged, wrong, or expired;
• for payment issues, the transaction reference or a screenshot of the payment confirmation.

Requests made after these time limits may still be considered where the law requires it or where the circumstances justify it, but we may not be able to verify the condition of the goods at delivery.

7.Returning the product

For accepted claims we may ask you to return the product so that we can inspect it. Keep the item and all its packaging until your request is resolved, and do not continue using a product you have reported as defective.

Return delivery costs are paid by Neary Skin where the fault is ours — a damaged, defective, expired, wrong, or missing item. We will arrange the pickup or reimburse the return delivery charge you paid. Where a return is agreed for any other reason, the return delivery cost is yours.

8.How we assess your request

We acknowledge every request as soon as we receive it and will tell you our decision, normally within 3 business days of receiving your request or, where a return is required, of receiving the returned product. If we need more time to investigate with the courier or the payment provider, we will tell you why and keep you updated.

If your claim is accepted, you may choose:

• a refund of the amount paid for the affected item, plus the delivery charge where the whole order was affected; or
• a free replacement of the same product, subject to availability.

Where only part of an order is affected, we refund or replace the affected items only. If the fault is ours and no replacement is available, we refund in full. If your claim is declined, we will explain why in writing and, where a product was returned, send it back to you at our cost.

9.How refunds are issued and how long they take

Refunds are made to the original payment method used for the order — the ABA PayWay card or account, or the Wing / Bakong account you paid from. In line with our payment providers' rules, we do not issue refunds in cash and cannot refund to a different card, account, or person.

Where you prefer, and where your payment method allows it, you may instead choose store credit in the Krovan app of equal value, which does not expire and can be used against any future order. Card payments are always refunded back to the card unless the law permits otherwise.

• We submit the approved refund to the payment provider within 7 business days of approval.
• Your bank or wallet provider then posts the money to your account, which usually takes a further 3 to 14 business days depending on the provider and card scheme. This part is outside our control.
• Store credit is added to your account within 1 business day of approval.

You will receive confirmation in the app or by message when the refund has been submitted, including the refund reference.

10.Cancelling an order before dispatch

You may cancel an order at no cost at any time before it has been dispatched for delivery, using the support option in the app or the contact details in Section 16. If payment has already been taken, it is refunded in full under Section 9. Once an order has been handed to the courier it can no longer be cancelled, and Sections 4 and 5 apply instead.

We may also cancel an order — for example, if the product is out of stock, the delivery address is outside our delivery area, the price was shown incorrectly due to an obvious error, or we suspect fraud. If we cancel, you receive a full refund of everything paid, including delivery charges.

11.Failed, duplicate, or unrecognised payments

If a payment fails but the amount is debited from your account, it is normally reversed automatically by your bank or wallet provider within a few business days. If it is not, contact us with the transaction reference and we will trace it with the payment provider and refund any amount that reached us.

Duplicate charges for the same order are refunded in full to the original payment method once verified. If you do not recognise a charge from us at all, contact us before opening a bank dispute — we can usually identify and resolve it faster.

12.What is not refundable

• Products returned or reported because of a change of mind, including unwanted, unsuitable, or mistakenly ordered items (Section 4).
• Products damaged after delivery by misuse, incorrect storage, exposure to heat or sunlight, or use contrary to the instructions on the packaging.
• Products where the fault reported is a normal, disclosed product characteristic — such as texture, scent, or colour variation between batches.
• Products that have been substantially used or are missing, where the reported fault could not have existed at delivery.
• Delivery charges for a failed delivery caused by an incorrect address or contact number you provided, or by nobody being available to receive the order after the courier's reasonable attempts.
• Store credit that has already been used, and promotional discounts, vouchers, or free gift items, which have no cash value.

13.Adverse reactions and sensitivity

Skincare products can affect people differently. Always read the ingredient list and any warnings on the packaging, and patch-test a new product before full use. If you experience an adverse skin reaction, stop using the product immediately, seek medical advice if the reaction is significant, and contact us with details and photographs. While sensitivity to an ingredient is not in itself a product defect, we review these reports case by case and may offer a refund or replacement as a gesture of goodwill.

14.Disputes and chargebacks

If you are unhappy with our decision, write to us at the address in Section 16 and a senior member of our team will review the case. We aim to resolve every complaint within 14 days.

Please contact us before raising a dispute or chargeback with your bank or payment provider — most issues are resolved faster directly, and we cooperate fully with ABA Bank, Wing, and other providers in any dispute they open. Where a chargeback is raised, we may be asked to provide the order record, delivery proof, and our correspondence with you. Nothing in this policy limits your right to use your bank's dispute process or to pursue any remedy available to you under Cambodian law.

15.Changes to this policy

We may update this policy from time to time. The version in force when you place your order is the version that applies to that order. When we make material changes we update the "Last updated" date above and, where appropriate, notify you in the app.

16.Contact us

Seller, and the contact for all refund, return, delivery, and product matters:

Platform and technical support (app problems, login, payment errors in the app):

SmartGreg provides the Krovan platform and technical support only and is not the seller of the products. Refund requests sent to SmartGreg will be forwarded to Neary Skin Co. LTD, which decides them.