Refund Policy
Return and refund policy
We are committed to providing products which can satisfy your expectation. However, we may accept your return subject to this policy as long as your return meets this policy. The duration we can accept your return is 30 days from your receipt the products. The date of the receipt is determined by the delivery confirmation recorded by the shipping carrier's tracking information.
Noted on which policy applies:
- First-time trial size (20mL) purchase: See our separate Trial Gaurantee.
- All other purchases (100mL products, or repeat 20 mL purchases): The terms below apply.
(1) If the item has any quality issues such as defect upon arrival, foreign object contamination, or strange odors
- You can request either (a) to return and refund, or (b) to replace the damaged item.
- Your request is acceptable even after the item has been used.
- Shipping fee will be borne by us.
(2) If the item has no defect stated item (1)
- You can only request to return and refund.
- Your request is not acceptable after you open the package. (Note: 20mL trial size products follow different rules — see our separate Trial Guarantee.)
- Shipping fee will be borne by you.
To start a return, firstly please contact us at https://kizenskincare.com/pages/contact
If your return seems acceptable, we’ll provide you with an instructions on how and where to send your package via email. Please prepare a shipping label and package by yourself, and send back your items using such label and package following the instructions. Returns must be shipped within 14 days of receiving the return shipping label or return address via email. Returns shipped after this 14-day period will not be eligible for a refund.
Undeliverable or Returned Shipments
If a shipment is returned to us due to incorrect or incomplete shipping information provided by the customer, refusal of delivery, failure to claim the package, or any other reason attributable to the customer, the customer will be responsible for any re-shipping fees.
If the customer requests re-shipment, the order will be re-shipped only after all of the applicable re-shipping fee has been paid by customer to us.
If the customer chooses not to have the order re-shipped and instead requests a refund, the refund amount will be reduced by all shipping charges incurred, including the original shipping charge and any return shipping fees charged by the carrier.
If an order cannot be delivered or is delivered to an incorrect address due to inaccurate shipping information provided by the customer, we are not responsible for the loss of the shipment and cannot guarantee a refund, replacement, or re-shipment beyond the remedies otherwise available under this Return and Refund Policy.
We will notify you once we’ve received and inspected your return, and let you know if the return and refund are approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember that it can take some time for your bank or credit card company to process and post the refund, too.
We cannot accept your return or replacement if (a) you miss the deadline mentioned above, (b) you have used the item (in case of non-defective item), (c) you purchased our items from retailors other than our website, (d) we cannot confirm your order, or (e) you request to return partial items when you purchased a set or kit.
If you have any question about this policy, please contact us at https://kizenskincare.com/pages/contact.