KIVELLAY wants customers to understand the condition in which products may be returned and how order problems are handled.
Please review this policy before starting a return.
1. Return Window
Eligible products may be returned within 30 days.
The applicable return conditions below must also be satisfied.
2. General Return Condition
For a standard change-of-mind return, the product should be:
• Unused
• Clean
• Undamaged
• Unaltered
• Complete
• Returned with included accessories where applicable
• In its original or reasonably intact product packaging where relevant
Products showing signs of use may not qualify for a standard return.
3. Makeup Brushes
Makeup brushes may come into direct contact with cosmetic products and the skin.
For hygiene reasons, brushes that have been used, washed, stained, exposed to cosmetics, or otherwise show signs of use may not qualify for a standard change-of-mind return.
Unused brush sets should be returned complete.
4. Beauty Sponges
Beauty sponges are hygiene-sensitive products.
Sponges that have been used, wet, washed, stained, or exposed to cosmetic products generally cannot be returned for a standard change-of-mind return.
Unused sets should remain complete and in returnable condition.
5. Beauty Mirrors
Beauty mirrors should be returned unused and without scratches, cracks, impact damage, damaged hinges, damaged closures, or other signs of use.
Any protective materials supplied with the product should be retained where reasonably possible.
6. Makeup Bags
Makeup bags should be returned unused and clean.
Products showing cosmetic stains, odors, washing, alteration, damaged zippers, excessive wear, or other signs of use may not qualify for a change-of-mind return.
7. Damaged, Incorrect or Missing Items
If you receive:
• A damaged item
• An incorrect item
• A materially defective item
• A package with a missing ordered item
contact service@kivellay.com.
Include your order number, the product involved, and clear supporting photographs where applicable.
We will review the information and provide an appropriate resolution based on the circumstances.
8. Starting a Return
Contact us before sending a return.
Please provide:
• Your order number
• The product you wish to return
• The reason for the return
• Supporting photographs where relevant
We will provide the applicable return instructions after the request has been reviewed.
Do not send a return to our registered company address unless we specifically instruct you to do so.
9. Return Shipping
Return-shipping instructions and responsibility will be confirmed during the return authorization process.
For verified damaged, defective, or incorrect items, we will review the order and provide an appropriate resolution.
10. Exchanges
Exchange availability depends on product availability and the circumstances of the request.
Where a direct exchange is not practical, another resolution may be offered.
11. Inspection
Returned products may be inspected before a refund is approved.
If the product does not meet the applicable return conditions, we may be unable to approve a full refund.
12. Refund Method
Approved refunds are generally issued to the original payment method.
The time required for the refunded amount to appear may vary depending on the bank, card provider, payment processor, or financial institution.
13. Original Shipping Charges
Original shipping charges are not automatically refundable in every situation.
Any applicable refund of shipping costs will depend on the circumstances of the return and applicable law.
14. International Returns
Customers requesting an international return should contact us before sending the product.
International returns may involve additional transportation or customs considerations.
15. Refused Packages
Refusing a shipment does not automatically constitute an approved return.
Packages returned to us because of refusal, customs issues, incorrect address information, or unsuccessful delivery will be reviewed individually.
16. Contact
KIVELLAY
Website: kivellay.com
Email: service@kivellay.com
Phone: +86 199 0779 5717
This policy does not limit consumer rights that cannot legally be excluded under applicable law.