Refund policy
Last updated: August 30, 2026
EXCHANGES
We offer direct exchanges only when:
* the customer receives an incorrect product; or
* the product has been damaged during transportation.
Please inspect your order upon delivery. If an item is incorrect or damaged, contact us as soon as possible at keisicosmetics@gmail.com or +355 69 207 5126.
Please provide your order details, a description of the issue and clear photographs of the product and its packaging. Do not use or discard the product before receiving instructions from our Customer Care team.
If the request is approved, we will arrange an exchange at no additional cost. If the correct replacement is unavailable, an appropriate refund will be issued.
14-DAY RIGHT OF WITHDRAWAL
Customers may notify us of their decision to withdraw from an online purchase within 14 calendar days of receiving the order, subject to applicable consumer-protection law.
Products returned under this right must be unused, unopened, in their original packaging and, where supplied sealed, with the original seal intact. Proof of purchase is required.
The customer is responsible for the direct return shipping cost when the return is not caused by an incorrect or damaged product.
HYGIENE EXCEPTION
For health and hygiene reasons, cosmetics, personal-care products and other sealed hygiene-sensitive items cannot be returned once opened or once their protective seal has been removed.
This exception does not affect the customer’s rights when a product is defective, damaged or incorrect.
NON-RETURNABLE ITEMS
We cannot accept:
* opened or used cosmetics and personal-care products;
* products with a removed or broken protective seal, except where defective;
* products damaged after delivery through misuse or improper storage;
* items returned without proof of purchase or without prior authorization.
REFUNDS
Approved refunds for Cash on Delivery orders will be issued through a payment method agreed with the customer.
We may withhold the refund until the returned product has been received or the customer provides valid proof that it has been sent back. Refunds will be completed within the period required by applicable law.
Standard original delivery costs will be refunded where required by law. Additional or non-standard delivery charges are not refundable.
CANCELLATIONS
To cancel or change an order, contact us immediately. Cancellation is possible before the order has been dispatched. Once dispatched, the conditions above apply.
RETURN PROCEDURE
Before returning any product, contact:
Email: keisicosmetics@gmail.com
Phone: +355 69 207 5126
Do not send a return before receiving confirmation and return instructions from our Customer Care team.
Nothing in this policy limits any mandatory consumer rights provided by applicable law.
