Refund policy

Refund, Exchange and Returns Policy

For hygiene reasons, this product cannot be returned and all sales are final. We do not refund under any circumstances, even in case of dissatisfaction. Please email us at support@kaiyaacosmetics.com so we can assist you regarding any inquiries.

Damaged or Defective Product Policy

At Kaiyaa Cosmetics, we take great care to ensure all products are securely packaged, sealed, and shipped in perfect condition. To protect both our customers and our business, the following policy applies to all orders:

Reporting Timeframe

If a customer receives a product that is damaged, defective, or unsealed, they must notify us within 24 hours of the delivery timestamp shown on their tracking information.

Reports submitted after 24 hours cannot be investigated or validated and will not qualify for a possible replacement

Required Proof

Customers must provide clear photographic and/or video evidence of the issue within the same 24-hour period. Required images include:

A photo of the damaged or defective area
A photo of the product in its original packaging
A photo of the shipping box or mailer
A photo showing the seal if it is claimed to be broken
Any additional optional videos demonstrating the issue
Picture of the box showing the barcode and shade name

Failure to provide the required photos within 24 hours will result in the claim being rejected.

How to Submit a Damage or Defect Claim

All claims must be submitted to:

📧 support@kaiyaacosmetics.com

Please include:

Full name
Order number
Photos/videos listed above
Description of the issue

A replacement may be issued only after:

The required evidence has been submitted within 24 hours
The claim has been reviewed and approved
The product is confirmed to be damaged or defective

We do not offer refunds for dissatisfaction or personal preference.

If approved, customers may be required to return the defective item before a replacement is shipped.

No Report = Product Accepted as Delivered

If a customer does not report any issue within 24 hours with the required evidence, the order is considered:

✔ delivered in good condition

✔ accepted by the customer

✔ non-refundable and non-replaceable

Chargeback Protection

By completing a purchase, the customer acknowledges and agrees to this policy. Failure to follow the above reporting process voids any claim for a chargeback related to damage, defect, or product dissatisfaction.

Damaged Items:

If you receive a damaged item, please email support@kaiyaacosmetics.com within 24 hours of receiving your order, otherwise this will not be a valid claim.

Exchanges:

Exchanges or replacements are only offered in the case of damaged products—not for shade changes or dissatisfaction.
Products can only be exchanged if:

- The item is damaged.

- The seal on the product is unopened , Unused and intact.

- The Box is not ruined, is intact, does not look worn out and still in saleable condition

If the seal has been opened or removed, we cannot process your exchange for damaged products. If a returned damaged product has a broken seal or has been used, the exchange will be declined. Customers are responsible for return shipping costs on declined exchanges.

Pre-Order Items

Products marked as Pre-Order are not currently in stock and will be dispatched once the stated restock date has been reached and stock is available.
Any restock dates provided are estimated and may be subject to change due to delays or circumstances beyond our control

Orders Containing Pre-Order & In-Stock Items

If your order contains both pre-order and in-stock items, the entire order will be held and shipped together once all items are available.
We do not offer partial shipments for combined orders.

Cancellations Before Dispatch

Once an order has entered dispatch or has been shipped, cancellation will no longer be possible and our sales final Policy will apply instead.

Refund Processing

Approved cancellations will be refunded to the original payment method within 5–10 working days, depending on your bank or payment provider.

Refunds will not be issued for shipping delays once an order has been shipped.

Customer Responsibility

By placing a pre-order, you acknowledge and accept that:

Dispatch will occur only once the pre-order item is in stock
Delivery timelines may be longer than standard in-stock orders
Restock dates are estimates and not guaranteed

Wrong Shade Sent:
If you received the incorrect shade, please keep both the product box and container so we can verify the shade you received. We will send you a return slip via email to ship back the product to us. Once received and inspected, we will then send you the correct one if confirmed it’s the wrong shade, it has not been used and still in sellable condition. Please ensure to send us a picture of all sides for the box of your product, showing the shade name and barcode , otherwise we will not be able to verify the wrong shade provided, correctly and this will not be a valid request.

Out of Stock Items:
If the replacement item (for damaged products or wrong shade sent) is out of stock, you may need to wait 1–3 weeks for it to be restocked.

Returned Parcels (Due to Incomplete or Incorrect Shipping Information, returned for any other reason):
You will be invoiced for additional shipping, customs duties and handling fees to have your item resent. An invoice will be sent from support@kaiyaacosmetics.com and your local custom clearance in your country
Orders will not be resent until this payment is received for shipping

All sales are final and non refundable , shipping fees still apply to receive your returned item.

If your parcel is returned to us due to missed delivery or being unclaimed at customs, you will not be eligible for a refund.

International Shipping, Customs, and Returned Parcel Policy

By placing an order with our store, you acknowledge and agree to the following terms regarding international shipping, customs responsibilities, and parcels returned due to refusal or non-compliance.

All sales are final. By completing a purchase, customers confirm their agreement to our Terms & Conditions, including our Shipping, Customs & Duties, and Refund policies.
Customers are responsible for reviewing and complying with all applicable policies prior to checkout.
Orders placed with our store indicate acceptance of these policies, and no exceptions will be made for non-compliance.
We are not responsible for fees, refusals, or returns resulting from customs regulations, unpaid duties, or failure to comply with our stated policies.

1. Customs Fees & Import Duties

All customs charges, taxes, handling fees, and import duties are the full responsibility of the customer. These fees are determined by the destination country and are not included in the product or shipping cost.

If a customer refuses to pay customs or declines to accept the shipment, the parcel may be held, returned, or destroyed by customs authorities.

2. Returned Parcels Due to Refusal or Non-Compliance

If a parcel is returned to us because the customer:

• Refused to pay customs fees

• Failed to collect the parcel

• Declined or refused delivery

• Provided incorrect information required by customs

• Did not comply with customs regulations

No refund will be issued.

Because the shipping cost has already been paid and is non-recoverable, the customer is responsible for the loss associated with the refusal.

3. Reshipping Returned Parcels

If you would like your returned parcel to be resent, a new shipping fee must be paid before reshipment.

We cannot cover reshipping costs for parcels that were refused or returned due to customer actions or customs non-compliance.

4. No Liability for Customs Delays or Actions

We are not responsible for any delays, returns, costs, or actions taken by customs in the destination country.

Once the order leaves our facility, customs decisions are out of our control.

5. Non-Returnable & Hygiene-Sensitive Products

Due to the nature of cosmetic products, all items are non-returnable and non-refundable, even if returned by customs. This ensures the safety and hygiene of all customers.

By completing your purchase, you confirm that you have read and understood this policy and agree to all terms stated above.

Returned Parcels (Due to Incomplete or Incorrect Shipping Information, returned for any other reason):
You will be invoiced for additional shipping, customs duties and handling fees to have your item resent. An invoice will be sent from support@kaiyaacosmetics.com.
Orders will not be resent until this payment is received.

All sales are final and non refundable , shipping fees still apply to receive your returned item.

If you would like the order to be resent, a new shipping fee must be paid.

To avoid delays or issues at customs, we strongly recommend that international customers:

- Ensure that all local import regulations are followed.

- Respond promptly if contacted by their local customs office.

- Monitor their tracking updates and follow any required customs procedures

Parcels Not Declared at Customs (refused payment) / Unclaimed Packages or missed delivery / incorrect address

If a customer refuses delivery or fails to collect their package from customs or from any courier service , Kaiyaa Cosmetics is not responsible for any refunds or replacements. Customers are responsible for all import duties, taxes, or customs charges associated with their order. Refused packages will not be refunded.

- The customer will be responsible for a new shipping, customs duties and handling fee to have the parcel resent if they want the parcel upon rejection or missing address,once it is returned to us.

- An invoice for the additional shipping fee will be sent from support@kaiyaacosmetics.com. The order will only be resent once this fee is paid.

- All sales are final—we do not offer refunds for parcels returned due to customs issue and rejections.

- If the parcel is returned to us, is seized, destroyed, or lost due to customs non-compliance, Kaiyaa Cosmetics is not liable, and no replacements or refunds will be issued.

Please note: Any return parcels caused by unclaimed customs fees or an incorrect shipping address are not eligible for a refund