Chargeback Policy

1- Mandatory Internal Resolution First

• • Before contacting your bank or payment provider to file a dispute or chargeback, you agree to contact Khoshgel directly regarding your concern.
    
    
  • Most payment, order, delivery, or refund-related issues can be resolved through our customer support team. Initiating a chargeback without contacting us first limits our ability to provide a direct resolution.

2- Mandatory Notification Requirement

• • If you still choose to initiate a chargeback or payment dispute through your financial institution, you are required to notify Khoshgel in writing within twenty-four (24) hours of filing the dispute.
    
    
  • This notification must include your order number, transaction details, and the reason for the dispute, allowing our team to review the matter and provide the required information to the payment provider.

3- Unauthorized Disputes

• • Failure to contact Khoshgel before initiating a dispute, or failure to notify us within the required timeframe, may result in the suspension of your customer account and restriction of future purchases.

4- Fraudulent Chargebacks

• • Khoshgel maintains a strict policy against fraudulent chargebacks, including disputes raised for:
    • Orders confirmed as delivered through tracking records.
    • Transactions completed and used by the customer.
    • Avoiding Khoshgel’s return, exchange, or refund policies.
    • Buyer’s remorse or issues that could have been resolved through customer support.

5- Account Restrictions

• • Customers found involved in fraudulent or abusive chargeback activity may have their accounts restricted, and future orders may be declined.
    
    
  • Khoshgel reserves the right to provide transaction records, order details, delivery confirmation, and communication history to the payment provider during any dispute investigation.