Returns & Refunds Policy

Returns Policy

Our Returns Policy forms part of, and must be read in conjunction with, our Terms of Service.

We reserve the right to change this Returns Policy at any time.

Kiyo Beauty maintains the right to oversee customer cancellations or returns. We reserve the right to impose charges and have the discretion to decline returns if there is a pattern of repetitive purchasing and returning of goods. 

We do not offer exchanges. You will need to place a new order and return your original for a refund.

To return an order you will need to contact our customer service team to request a returns authorisation number (RAN). Without this number it can be difficult to process and cause unnecessary delays to the return procedure. 

UK customers

Under the Consumer Contracts Regulations, you have the right to cancel your order from the moment you place your order and ends 14 days from the day you receive your goods. 

If you wish to cancel a purchase not due to defect, discrepancy or misdescription, you will be responsible for return postage costs. This will usually be deducted from your purchase refund. 

Items can only be returned for a refund if they are unopened, unused and in a re-saleable condition with all tamper-resistant seals, packaging and any cellophane intact and within 14 days of your receiving your order. 

We reserve the right to withhold refunds until goods are returned (or evidence of return is provided) and reduce the amount of money refunded for goods returned which show evidence of use beyond the handling necessary to see whether the goods are as expected.

In instances of repeated purchases and returns, we reserve the right to levy charges expressly intended to offset the expenses associated with the return of goods. Furthermore, we reserve the right to impose charges to cover outbound shipping costs in cases where there is persistent abuse of our complimentary shipping offer.

If you paid for your item through a Buy Now Pay Later provider

You’ll need to let your Buy Now Pay Later provider know you’re returning something. This is so they can stop further payments being taken from your account. Check your provider’s website for their process of dealing with returns.

International customers

If you wish to cancel a purchase not due to defect, discrepancy or misdescription, you will be responsible for the cost of the return and original shipping charges will not be refunded. 

In cases where the rejection and return of the goods is due to a defect, discrepancy or misdescription in the order, items can only be returned for a refund if they are unopened, unused and in a re-saleable condition with all tamper-resistant seals, packaging and any cellophane intact and within 14 days of your receiving your order. 

Free Gifts

Please ensure that you also return any free gifts that are associated with your return items or the related order. If the free gift isn’t returned, then we reserve the right to deduct the value of the free gift from your refund.

    Handling of your return

    Please return the product in suitable packaging to ensure it reaches us in good condition. We recommend taking a photograph of the item prior to returning if you are concerned about damage during transit. We will consider that you have not taken reasonable care if the goods have been used in a way or extent, exceeding what a customer would similarly examine the goods in a retail shop prior to purchase and we will be entitled to deduct an amount reflecting any such reduction in value due to your use.

    Refunds Policy

    Products returned by you not due to a defect or discrepancy, we will issue a refund (excluding delivery fees) within 14 business days of receipt.  

      If you do not return the goods within 14 days of your notice of cancellation or upon receiving your order (whichever is the latest), you will be deemed to have accepted the goods and you will be charged for your order at the price set out on your original purchase contract and you will no longer be eligible for a refund. 

        Products returned by you because of a defect or discrepancy will be refunded in full including delivery fees. If a refund is based on a faulty product, which covers a manufacturer’s warranty, the refund will not take place before getting a feedback from the manufacturer.

        Damaged, missing or lost in transit

        For any damaged, missing or lost in transit orders you must notify us within 7 days of the due delivery date and for any damages, provide photographic evidence. In the case that photo evidence is not possible, you will be required to return the product to us.

        If your order is damaged, missing, or lost in transit we will investigate the issue before providing a refund.

        • For damaged parcels, the investigation can take up to 5 days. Following the investigation, we will issue a refund or replacement, as deemed appropriate. 
        • For missing parcels or where there is denial of receipt the investigation can take up to 5 days. Claims for compensation can only be made after 7 days from the the scheduled delivery date.
        • For orders lost in transit with no tracking progress, please be aware that a claim for compensation can only be initiated after a waiting period of 10 days from the dispatch date as there is a possibility that the item may still be delivered or returned to the sender. If your parcel has not arrived by the 10th day, please contact us at support@kiyobeauty.com and we will proceed to claim for the lost items. 

        Refunds or replacements for damaged, missing, or lost in transit orders will only be issued once our investigation is completed and the designated timeframe for submitting claims has passed which is typically 10 working days from the day of your estimated delivery date.

        Returned to sender

        If your parcel is returned to us for any reason (e.g. unclaimed, denied due to customs charges, incomplete/insufficient address, undeliverable as addressed, prohibited import/denied entry by customs, refused, etc.), we will process a refund for the purchase price of the products once the parcel arrives back at our facility and has been checked in. Please note that even if your original order was eligible for free shipping, the standard shipping fees will still be deducted from your refund.

        We will no longer offer to reship items in the case of a "returned to sender" situation. If your order is returned to us, you may be responsible for return shipping fees, reshipping charges, and any additional administrative costs that may apply.

        To avoid any delays, please double-check that your shipping details are correct before completing your order.

        Shipping information error

        If you've made an error in the shipping information on your order and if such an error causes an order to be rejected, lost or destroyed, we cannot issue a refund or replacement of any kind.

        Currency

        Refunds are always issued in the currency that was used to pay for the order.

        When we issue refunds, the following rules apply:

        • Refunds use the same payment method that was used to pay for the order. We can't issue a refund to a different card or bank account.
        • Refunds are issued in the same currency (£/GBP) used to pay for the order. If you pay in GBP then you will receive a refund in GBP. 
        • Because currency conversion rates fluctuate, the rate at the time of the payment is often different from the rate at the time of the refund. As a result, the converted amount that you paid for the order usually doesn't equal the converted amount that you receive in the refund. 

          Return postage costs

          Please note that we can only refund the return postage costs for returning an item where:

          · we sent you the wrong item, or
          · the item is damaged or faulty; or
          · where you are returning a substitute or replacement item which you do not want to keep.

          We will refund you by the same payment method used to make the original order (e.g. if you have paid by PayPal, we will reimburse your PayPal account).

          If you have not received your refund after 14 days of posting your return, please contact us and we will be happy to assist you. 

          Refunds can take up to 1 week to show on your account; this is due to the time taken by some banks to process the payment.

          Updated 25/11/24