Refund policy
Return & Refund Policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
Due to the nature of our products and for hygiene and safety reasons, returns are only accepted under strict conditions.
Eligibility for Returns
To be eligible for a return, your item must:
• Be unused, unopened, and in the exact same condition as received
• Be in its original packaging with all seals intact
• Include proof of purchase (order confirmation or receipt)
Products that have been opened, used, or tampered with cannot be returned under any circumstances.
Important Notes
• Returns must be approved in advance. Items sent without prior approval will not be accepted
• Customers are responsible for return shipping costs, unless the item is defective or incorrect
• We are not responsible for items lost or damaged during return shipping
• A 10% restocking fee will be deducted from all approved returns (does not apply to defective or incorrect items)
To request a return, contact us at: returns@kelivea.com
Damages and Incorrect Items
Please inspect your order upon arrival.
If your item is defective, damaged, or incorrect, contact us within 48 hours of delivery with clear photos.
If approved, a full refund or replacement will be provided at no additional cost.
Non-Returnable Items
For hygiene and safety reasons, the following items cannot be returned:
• Opened or used skincare products
• Personal care items
• Sale items
• Gift cards
Exchanges
We do not offer direct exchanges.
If your return is approved, you may place a new order separately.
European Union – 14 Day Cooling-Off Period
If your order is delivered within the European Union, you have the right to cancel within 14 days.
However, this right does not apply to opened or used personal care products due to hygiene regulations.
Returned items must still meet all eligibility conditions listed above.
Refunds
Once your return is received and inspected, we will notify you of the outcome.
If approved:
• Refunds will be issued to your original payment method
• A 10% restocking fee will be deducted (unless item is defective or incorrect)
• Shipping costs are non-refundable
Processing time: up to 10 business days.
If more than 15 business days have passed since approval, please contact us.
Return Address
We do not operate a single return warehouse.
If your return request is approved, we will provide the correct return address and instructions based on your order.
Please do not send any items back without contacting us first, as unauthorized returns will not be accepted.
If you have any questions, contact us at: info@kelivea.com