Beauty Product Care & Support
Our Commitment to Quality
At KIVELLAY, we aim to provide beauty tools and accessories that meet the quality, functionality, and presentation standards shown in our store.
Each product is carefully selected and reviewed before shipment. If your product arrives damaged, defective, or experiences a qualifying manufacturing issue during the applicable support period, our customer support team will work with you to provide an appropriate solution.
90-Day Limited Warranty
Most eligible products purchased from KIVELLAY are covered by a 90-day limited warranty, beginning from the date your order is delivered.
This warranty applies to qualifying manufacturing defects or functional issues that occur during normal intended use.
Depending on the circumstances, available solutions may include:
- A replacement product
- A replacement component or accessory where available
- Store credit
- A refund where appropriate
The specific resolution will depend on the nature of the issue, product availability, and the circumstances of the warranty claim.
What Is Covered
Our limited warranty may cover issues including:
Manufacturing Defects
Defects in materials or workmanship that affect the normal function, construction, or intended use of the product.
Functional Component Issues
For eligible beauty tools and accessories, unexpected issues involving functional components, product construction, closures, mechanisms, or included parts during normal intended use.
Structural Defects
Problems related to product construction that are not caused by accidental damage, misuse, excessive force, or improper handling.
Products Damaged Upon Arrival
Products that arrive broken, damaged, unusable, or affected during shipping or handling may qualify for review under this warranty policy.
What Is Not Covered
The limited warranty does not cover damage or issues caused by:
- Accidental drops, impacts, or breakage
- Improper handling or misuse
- Use outside the product's intended purpose
- Exposure to excessive moisture, heat, chemicals, or unsuitable environments
- Normal wear and tear
- Cosmetic changes caused by regular use
- Unauthorized repairs, modifications, or alterations
- Improper cleaning or maintenance
- Loss or theft
- Damage occurring after the applicable warranty period
Minor variations in color, finish, texture, shape, material appearance, or decorative details are generally not considered defects when they do not affect normal product use.
Damaged or Defective Products
If your KIVELLAY order arrives damaged, defective, or with missing components, please contact us as soon as reasonably possible after delivery.
To help us review your request efficiently, please provide:
- Your order number
- Your full name and email address
- A brief description of the issue
- Clear photos or a short video showing the problem
- Photos of the packaging if the item was damaged during shipping
Please keep the original product and packaging until our customer support team has reviewed your request.
How to Make a Warranty Claim
To submit a warranty request, please contact our customer support team through the contact information provided on our website.
Please include:
- Your order number
- Product name
- Description of the issue
- Supporting photos or videos
Our team normally reviews warranty requests and responds within 24–48 hours.
Additional information may be requested if necessary to better understand and verify the issue.
Replacement Products
If a replacement is approved, we will make reasonable efforts to provide the same product.
If the original product is unavailable, we may provide:
- A comparable replacement product
- Store credit
- Another appropriate resolution
Replacement availability depends on current inventory and product availability.
Refunds
Warranty approval does not automatically guarantee a cash refund.
Refund eligibility is determined according to the nature of the issue and our applicable Return & Refund Policy.
When a refund is approved, it will normally be issued to the original payment method.
Processing times may vary depending on your bank, card issuer, or payment provider.
Returns and Warranty Are Different
Our Return & Refund Policy applies when you wish to return an eligible purchase within the applicable return period.
Our Limited Warranty applies to qualifying manufacturing defects and product-related issues covered under this policy.
Please review our Return & Refund Policy for complete information regarding returns, refunds, and eligibility requirements.
Shipping Damage
If your package appears damaged when delivered, we recommend taking photographs of the package before opening it.
If the product inside is damaged, please provide photographs of:
- The outer packaging
- The shipping label
- The damaged product
- Any damaged internal packaging
This information helps our team review your request more efficiently.
Product Care
Proper care can help maintain the condition and performance of your KIVELLAY products.
We recommend:
- Following included care instructions
- Using products only for their intended purpose
- Handling product components carefully
- Avoiding unnecessary exposure to excessive moisture, heat, or harsh chemicals
- Cleaning products using suitable methods and materials
- Avoiding excessive pressure, bending, twisting, or impact
- Storing products in a clean and dry environment when not in use
Improper use, cleaning, or maintenance may affect warranty eligibility.
Consumer Rights
This limited warranty is provided in addition to any rights you may have under applicable consumer protection laws.
Nothing in this policy is intended to exclude, limit, or restrict rights that cannot legally be excluded or restricted.
Contact Us
If you have questions about a product, warranty coverage, or an existing claim, please contact our customer support team.
Brand:
KIVELLAY
Website:
kivellay.com
Legal Entity:
Guangzhou JiuYuan Information Technology Co., Ltd.
Customer Support Email:
service@kivellay.com
We aim to respond to customer inquiries within 24–48 hours.
KIVELLAY — Thoughtful Beauty Tools for Everyday Routines.