Last updated: July 27, 2026
Because Kivorla sells cosmetics, skincare, personal beauty products, and beauty devices intended for personal use, strict hygiene and safety conditions apply to returns. Nothing in this policy limits rights that cannot be excluded under applicable consumer law.
United States, Canada, and other non-UK/EU destinations
You may request a change-of-mind return within 7 calendar days after delivery. To qualify, the product must be unused, unopened, in its original packaging, and have all tamper-evident and hygiene seals fully intact.
A return request does not guarantee approval. Contact us through the Contact page before sending anything back. Unauthorized returns or packages sent to the original shipping address may not be accepted.
European Union and United Kingdom cancellation rights
Eligible consumers in the European Union and United Kingdom may have a statutory right to cancel an online purchase within 14 calendar days after delivery without giving a reason. To exercise this right, notify us through the Contact page with a clear statement of cancellation within the applicable period.
After notifying us, return eligible goods within the additional period required by applicable law. Customers are responsible for the direct cost of return shipping unless the product is faulty, incorrect, or we agree otherwise.
Where required by law, we will refund the price paid and the cost of the least expensive standard delivery option. Any additional amount paid for expedited or premium delivery is not refundable unless required by law.
Hygiene exclusions and non-returnable items
To protect customer health and product integrity, the following items cannot be returned for a change of mind where permitted by law:
- Cosmetics, skincare, serums, creams, masks, or other personal-care products that have been opened, used, tested, or had a tamper-evident or hygiene seal removed or broken.
- Beauty devices or accessories that have been used on the body, exposed to skin or bodily fluids, or had a hygiene seal removed, when they are not suitable for resale for health or hygiene reasons.
- Products that are incomplete, altered, damaged after delivery, or missing original packaging, accessories, manuals, protective films, seals, or included gifts.
- Gift cards, personalized products, and items marked final sale, except where applicable law requires a return or remedy.
Faulty, damaged, or incorrect products
The 7-day change-of-mind period and hygiene exclusions do not remove mandatory rights relating to products that are faulty, damaged on arrival, incorrectly supplied, unsafe, or not as described. Contact us as soon as reasonably possible and keep the product, packaging, shipping label, and relevant photographs while the issue is reviewed.
Depending on the circumstances and applicable law, the available remedy may include repair, replacement, refund, or another legally required solution.
How to request a return
- Use the Contact page and provide the order number, item name, reason for the request, and whether the product and hygiene seal remain unopened.
- Wait for return instructions and the approved return address. Do not send products back without authorization.
- Pack approved items securely. Use a tracked shipping service and keep proof of shipment.
Return shipping
For approved change-of-mind returns, the customer is responsible for return shipping costs. Original delivery charges are not refundable except where required by applicable law. If we confirm that an item was faulty, damaged on arrival, or incorrectly supplied, we will provide the remedy and shipping arrangements required by applicable law.
Inspection and refunds
Returned goods are inspected after receipt. If the return is approved, the refund will be issued to the original payment method. Where European Union or United Kingdom cancellation law applies, refunds will be made within the legally required period, and we may withhold the refund until the goods are received or proof of return is supplied where permitted.
Outside those statutory requirements, approved refunds are normally initiated within 5 to 10 business days after inspection. Banks and payment providers may require additional time to post the credit.
Exchanges
We do not offer direct exchanges. If an eligible unopened item is approved for return, place a new order separately for the preferred product.
Contact and return address
Start every return through the Contact page. The approved return address will be provided with the return instructions. Do not return products to the address shown on the parcel without authorization.