Refund policy
At Kinuvel, we want you to be satisfied with your purchase. If you are not completely satisfied, please read the return and refund conditions below.
1. Returns
You have 14 calendar days from the date of delivery to request a return.
To initiate a return, please contact us at info@kinuvel.com with your order number and information about the product you would like to return.
To be eligible for a return, the product must be unused, unopened, undamaged, in its original packaging and in the same condition as received.
The customer must return the product without undue delay and no later than 14 days after informing us about the decision to return the product.
The right of withdrawal does not apply if the customer is a legal person.
2. Non-returnable items
Due to health protection and hygiene reasons, cosmetic products cannot be returned if they have been opened, used, damaged or if the original packaging or protective seal has been broken after delivery.
Non-returnable items include:
opened or used cosmetic products;
products with damaged or missing original packaging;
products with a broken protective seal, if applicable;
gift cards;
downloadable digital products;
personalized or custom-made items.
Opened or used cosmetic products may only be considered for refund or replacement if the product is defective, damaged during delivery or does not correspond to the order.
3. Refunds
Once your return is received and inspected, we will notify you whether the refund has been approved or rejected.
If the return is approved, the refund will be processed using the original payment method.
Refunds are made without undue delay and no later than 14 days after we have received the returned product or proof that the product has been sent back.
We may withhold the refund until we have received the returned product or until you have provided proof of return shipment.
Shipping costs are non-refundable, except where the return is due to our error, for example if the product is defective, damaged during delivery or incorrect.
If you chose a delivery method other than the least expensive standard delivery method offered by us, the additional delivery costs are not refundable.
If the customer does not collect the parcel from a parcel locker, pickup point or courier and the shipment is returned to us, return shipping costs and repeated delivery costs may be deducted from the refundable amount.
4. Return shipping costs
The customer is responsible for return shipping costs, except where the product is defective, damaged during delivery or does not correspond to the order.
We recommend using a trackable shipping service when returning products. We are not responsible for returned products that are lost or damaged during return delivery.
5. Damaged, defective or incorrect products
If you receive a damaged, defective or incorrect product, please contact us as soon as possible at info@kinuvel.com.
Please include your order number and photos showing the issue.
If the product is confirmed to be damaged, defective or incorrect, we will offer an appropriate solution, such as replacement, refund or another solution in accordance with applicable consumer protection laws.
6. Exchanges
Exchanges may be possible for unopened and unused products of equal value, subject to availability.
To be eligible for an exchange, the product must be unused, unopened, undamaged and in its original packaging.
Exchanges are not available for opened or used cosmetic products due to health protection and hygiene reasons, unless the product is defective, damaged during delivery or does not correspond to the order.
To arrange an exchange, please contact us at info@kinuvel.com with your order number.
7. Contact us
If you have any questions about returns or refunds, please contact us:
Email: info@kinuvel.com
Thank you for shopping with Kinuvel.
