Refund policy

 

At Kemse Beauty, customer satisfaction is important to us. Please read our return policy carefully before placing an order.

1. Your Statutory Right to Cancel (14-Day Cooling-Off Period) Under the UK Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving your goods, without giving any reason — including if you ordered by mistake. You then have a further 14 days to return the item(s) to us.

To exercise this right, please contact us at support@kemse.co.uk before the 14-day cancellation period expires.

Please double-check your order before confirming. If you order by mistake, you may still cancel under your 14-day statutory right above, provided the item remains unopened and in its original sealed packaging.

Please note: For hygiene and safety reasons, this right does not apply to products that have been opened, used, or have had their sealed packaging broken. This exception applies to cosmetics and personal care products under the Consumer Contracts Regulations 2013.

2. Faulty or Damaged Products Under the UK Consumer Rights Act 2015, if your product is faulty, not as described, or unfit for purpose, you are entitled to:

  • A full refund within 30 days of delivery.
  • A repair or replacement after 30 days (at our discretion).

To report a faulty or damaged item, please email support@kemse.co.uk with proof (photo or video) as soon as possible.

3. Delivery Issues Refunds are not available if delivery fails due to an incorrect address provided by the customer.

4. Return Shipping Costs

  • If you are returning an item under your 14-day cancellation right (change of mind or ordering mistake), you are responsible for the cost of return shipping.
  • If the item is faulty, damaged, or not as described, we will cover the cost of return shipping.

5. How Refunds Are Processed Refunds are processed within 5–7 working days of us receiving and inspecting the returned item. The refund will be issued to your original payment method.

6. Non-Returnable Items The following items cannot be returned:

  • Products that have been opened, used, or tampered with (for hygiene reasons).
  • Items not in their original packaging.

7. Return Process

  1. Email us at support@kemse.co.uk within the applicable return window.
  2. Include your order details and, where relevant, proof of the issue (photos/videos).
  3. We will provide return authorisation and instructions. Do not send items back without prior authorisation — unauthorised returns will not be accepted.
  4. Items must be returned in their original, unused, and sealed condition (where applicable).