Returns & Refunds Policy
About This Policy
About This Policy
At Kiyo Beauty, we want your shopping experience to feel clear, fair and reassuring from the moment you place your order.
This Returns & Refund Policy sets out how we handle returns, refunds, exchanges and issues with faulty, damaged or incorrect items. Our Returns Policy forms part of, and must be read in conjunction with, our Terms of Service.
We understand that sometimes things do not go quite as expected. If there is an issue with your order, we will review it carefully and work with you to reach a fair resolution in line with this policy.
In the event of any inconsistency between this Returns & Refund Policy and any other information relating to returns or refunds, whether published on our website or provided through customer communications, this Returns & Refund Policy will prevail to the extent of that inconsistency, except where applicable law requires otherwise.
We reserve the right to update or change this Returns Policy at any time. Please review it regularly to stay informed.
Returning an Item
Return Timeframe
Return Timeframe
You have 14 days from the date your order is delivered to let us know that you would like to return an item.
Return requests must be submitted within this 14-day period. Once your return has been approved, please send the item back to us as soon as reasonably possible.
Please do not send items back without first receiving return approval, as unauthorised returns may not be accepted.
This policy does not affect your statutory rights.
Return Eligibility
Return Eligibility
To return an item, it must be unopened, unused and in a resellable condition.
Products must be returned with all original packaging, seals, caps, lids, boxes, labels and protective wrapping intact where applicable.
For hygiene and safety reasons, we cannot accept returns on items that have been opened, tested, swatched, sprayed, pumped, used, washed, tampered with or exposed to contamination.
Returned items must be free from marks, stains, product residue, leaks, odours, makeup, hair, pet hair or any other signs of use.
If an item has been handled or used beyond what is reasonably necessary to inspect it, we may reduce the refund amount to reflect any loss in value, where permitted by law.
Your statutory rights are not affected if an item is faulty, not as described or not fit for purpose.
Colour Representation & Shade Expectations
Colour Representation & Shade Expectations
We make every effort to display product colours as accurately as possible using professional photography and manufacturer-provided information. However, the appearance of colour can vary depending on factors outside our control, including screen settings, display calibration, lighting conditions, photography, manufacturing batch variations and individual perception.
Hair colour, wigs, hair extensions, braiding hair and cosmetic shades are particularly subjective. The same shade may appear lighter, darker, warmer or cooler depending on the lighting, the surrounding colours and the individual viewing it.
A product will not be considered "not as described" solely because its colour differs from your personal expectation or appears different on your screen, provided the product supplied matches the manufacturer's stated shade, colour name and product description.
If you are unsure which shade is right for you, we encourage you to contact us before placing your order. While we are happy to provide guidance where possible, we cannot guarantee an exact colour match.
This section does not affect your statutory rights. If you receive the wrong shade, the wrong product, or an item that genuinely does not match its description, please contact us and we will investigate in accordance with this policy.
Starting a Return
Starting a Return
If you would like to return an item, please contact us at support@kiyobeauty.com or submit a return request through your customer account using our website chat widget.
To help us process your request quickly, please provide your order number and the email address used when placing the order.
Once your return has been approved, we will send you a Returns Authorisation Number (RAN) and instructions explaining how and where to return your item.
Items returned without a valid return request or without following the return instructions provided may be delayed, refused or returned to the sender.
We will examine the returned product and will notify you of and process your refund within a reasonable period of time and, in any case, within 14 days of the day we confirm to you that you were entitled to a refund for the defective product.
Return Shipping Costs
Return Shipping Costs
Unless an item is faulty, incorrect, damaged or not as described, you are responsible for the cost of returning your item.
All UK returns should be arranged through our returns portal. To access the portal, you must first contact us at support@kiyobeauty.com to request a Returns Authorisation Number (RAN).
Once your return has been approved, we will provide your RAN and instructions on how to complete your return through the portal.
A fixed return fee of £3.99 will be deducted from your refund when using our returns portal.
Please contact us before sending anything back. Items returned without a valid RAN may be delayed or refused.
If you choose to return an item outside of our returns portal without our agreement, this is at your own risk. We recommend using a tracked service and keeping proof of postage, as we cannot accept responsibility for returns lost in transit.
Handling Your Return
Handling Your Return
Please package your return carefully so that it reaches us in good condition. Where possible, we recommend using the original Kiyo Beauty packaging, as this helps protect the item in transit and keeps any courier labels or handling information clearly visible.
If you are concerned about damage during transit, we recommend taking a photo of the item before sending it back.
Returned items should be handled with reasonable care. For beauty products, this means they should not be opened, tested, used, swatched, sprayed, pumped, washed or handled beyond what would be reasonable when checking an item in a retail store.
If an item is returned with signs of use, damage or handling beyond what is reasonably necessary to inspect it, we may reduce your refund to reflect any loss in value, where permitted by law.
Once your return request has been started, we will let you know if any items in your order require special return handling, including products classed as hazardous materials or restricted goods.
International Returns
International Returns
If you wish to return an eligible item from outside the UK, please contact us at support@kiyobeauty.com with your order number and the email address used to place your order. Our team will review your request and provide return instructions where applicable.
Unless an item is faulty, damaged, incorrect or otherwise covered by your consumer rights, international return shipping costs are the responsibility of the customer. We recommend using a tracked service, as we cannot be responsible for returns lost in transit.
To avoid unnecessary customs charges, returned parcels should be clearly declared as Returned Goods and completed in accordance with your local carrier's customs requirements.
Any import duties, taxes, customs charges, brokerage fees or administrative costs incurred as a result of an incorrectly declared return may be deducted from the refund amount where permitted by law.
Please note that beauty products returned from overseas may be subject to extended transit and customs processing times. Refunds can only be processed once the returned goods have been received and inspected by our team.
Refunds
Refunds
Refunds
Once we receive your returned item, we will inspect it and confirm whether your refund has been approved.
For non-faulty returns, refunds will be processed within 14 days of receiving the returned item. Original delivery charges are non-refundable. If an item is returned used, opened, damaged or in a condition that means it cannot be resold, we may reduce the refund amount to reflect any loss in value, where permitted by law.
For faulty, damaged or incorrect items, we will provide a full refund within 14 days, including the standard delivery charge, once the item has been reviewed and approved. If a refund is based on a faulty product, which covers a manufacturer’s warranty, the refund will not take place before getting a feedback from the manufacturer.
Refunds are always issued in the same currency that was used for the original purchase (e.g., GBP). Because exchange rates fluctuate, the refunded amount may differ slightly from the original payment amount due to the difference in conversion rates.
If you do not return the goods within 14 days of your notice of cancellation or upon receiving your order (whichever is the latest), you will be deemed to have accepted the goods and you will be charged for your order at the price set out on your original purchase contract and you will no longer be eligible for a refund.
Refund Timelines
Refund Timelines
Once your return has been received and processed, we will issue any approved refund to the original payment method used at checkout.
Please allow up to 14 working days from the date your return is received for your refund to be processed.
After the refund has been issued, it may take up to 5 working days to appear in your account, depending on your bank or payment provider.
If you have not received a refund notification from us after this timeframe, please contact us so we can look into it for you.
Gift Cards
Gift Cards
Gift cards are non-refundable and cannot be exchanged for cash.
If an order paid wholly or partly with a gift card is returned, any approved refund will be issued back to the original gift card where possible. Any remaining amount paid using another payment method will be refunded to that original payment method.
Promotional gift cards issued as part of a qualifying offer may be cancelled or deducted from a refund if returning items means the promotional conditions are no longer met.
Buy Now Pay Later Provider
Buy Now Pay Later Provider
You’ll need to let your Buy Now Pay Later provider know you’re returning something. This is so they can stop further payments being taken from your account. Please check your provider’s website for their process of dealing with returns
Order Issues
Faulty, Damaged or Incorrect Items
Faulty, Damaged or Incorrect Items
If your item arrives damaged, faulty, defective or different from what you ordered, please contact us as soon as possible so we can review the issue and help resolve it.
Differences in colour caused by screen displays, lighting, photography, manufacturer batch variation or personal colour perception are not considered faults or misdescriptions. Please refer to the Colour Representation & Shade Expectations section above.
To support your request, we may ask you to provide clear photographs showing the damage, fault, defect or incorrect item received, including photos of the product, packaging and delivery box where relevant.
Once we have reviewed your request, we will confirm the next steps. If the item needs to be returned, we will provide instructions explaining how and where to return your item.
Please only return the item once your return has been approved. Once approved, you will have 14 days to send the item back to us.
Damaged, Incorrect or Missing Order Refunds
Damaged, Incorrect or Missing Order Refunds
If your order arrives damaged, contains an incorrect item, is missing an item, appears to be lost, or is marked as delivered but has not been received, please contact us within 3 days of the expected delivery date.
We may ask for information to help us review the issue before a refund or replacement can be approved. This may include photographs of the product, packaging, delivery box, product name, barcode, batch code, tracking details or any other relevant information.
For incorrect items, please contact us before opening or using the product. If the item needs to be returned, we will provide return instructions.
For missing, lost or disputed deliveries, we may open an investigation with the courier. This can include reviewing tracking updates, delivery scans, GPS data and photographic proof of delivery where available. We may also ask you to complete a non-receipt form.
Most delivery investigations are completed within 5–10 working days, although this may vary depending on the courier and the circumstances.
Refunds or replacements will only be issued once we have completed our review or received the outcome of the courier investigation. If the issue is confirmed, we will arrange a refund or replacement as appropriate.
Please do not return any item to us until we have reviewed your request and provided return instructions.
Failed or Returned Deliveries
Failed or Returned Deliveries
Please check your delivery details carefully before placing your order. The address entered at checkout is passed directly to our courier for shipping.
We are not responsible for delays, failed deliveries or returned parcels caused by incorrect or incomplete information provided at checkout.
If a parcel is refused, left unclaimed, returned to sender, or cannot be delivered due to an incorrect address, customs issue or any other delivery problem not caused by us, any refund will only be issued once the parcel has been received back at our facility and processed.
Refunds in these circumstances apply to the products only. Original shipping costs are non-refundable.
If your order qualified for free shipping, a return shipping fee of £3.99 may be deducted from your refund to cover the shipping costs incurred by us.
In some cases, we may be able to resend a returned parcel at our discretion. If this is possible, additional delivery, return, courier, customs or handling fees may apply.
If a reshipment is not available, or if you prefer, you will need to place a new order using the correct delivery details.
Cancellations
Under the UK Consumer Contracts Regulations, you have the right to cancel your contract and request a full refund, including the cost of the goods and any standard delivery charges, within 14 days of receiving your order.
How to Cancel
How to Cancel
To cancel your order, please notify us in writing or by email within 14 days of receiving your order. Once you have notified us, you must return the goods within 14 days.
Cancellation Before Dispatch
Cancellation Before Dispatch
If you wish to cancel your order before it has been dispatched, please contact us as soon as possible, ideally within 12 hours of placing your order.
We will make every effort to stop your order from being dispatched. However, we cannot guarantee cancellation if your order has already entered processing or has been handed to the courier.
If your cancellation request is received before your order has been dispatched, we will cancel your order and issue a full refund to your original payment method.
Approved refunds are typically processed within 48 hours, although it may take additional time for the funds to appear in your account depending on your bank or payment provider.
If your order has already been dispatched before we receive your cancellation request, the cancellation will instead be treated as a Cancellation After Dispatch, and the goods will need to be returned in accordance with this Returns & Refund Policy.
Cancellation After Dispatch
Cancellation After Dispatch
If your order has already been dispatched and you decide to cancel or return it, you will need to return the goods to us before any refund can be processed.
Where applicable, we will refund the cost of our standard delivery service only. If you selected a more expensive delivery option, such as express, expedited or premium delivery, the additional cost above our standard delivery charge will not be refunded.
Unless the goods are faulty or not as described, you are responsible for the cost of returning them to us.
To make the return process easier, you can use our online returns portal to create a fully tracked return label. If you choose this option, a fixed return fee of £3.99 will be deducted from your final refund amount. To access the returns portal, please contact us at support@kiyobeauty.com.
Alternatively, you may return the item using your own courier at your own expense. If you choose this method, no portal fee will be deducted from your refund, but we strongly recommend using a tracked service and keeping proof of postage, as we cannot accept responsibility for returns lost in transit.
