Refund policy

Our Returns Window

We accept returns within 14 days of the delivery date. If 14 days have passed since your item was delivered, unfortunately we are unable to offer a refund or exchange.

Eligibility

To be eligible for a return, your item must be:

  • Unused and in its original condition
  • In its original packaging
  • Accompanied by proof of purchase

Items that show signs of use will not be accepted for return.

Your Options

Once your return is received and inspected, we will notify you of the outcome. If approved, you can choose from:

  • A full refund to your original payment method
  • An exchange for another item
  • Store credit to use on a future order

Refunds are processed within 3–7 business days depending on your bank or payment provider.

Non-Returnable Items

The following items cannot be returned:

  • Sale or discounted items
  • Gift cards
  • Personalised or custom-made items

Return Shipping

  • Damaged, faulty, or wrong item sent — We cover the return shipping cost in full. Please contact us with a photo of the issue and your order number, and we'll arrange the return for you.
  • Change of mind / no longer needed — We accept returns within 14 days as required by UK law, however the customer is responsible for return shipping costs. We recommend using a tracked service, as we cannot be held responsible for items lost in transit.

How to Start a Return

To initiate a return, please contact us at kemseskincare@gmail.com with your order number and reason for return, and we'll guide you through the process.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at kemseskincare@gmail.com.