Refund policy

 

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

Important Notice — Hygiene Exemption Due to hygiene and health protection reasons, we are unable to accept returns on any cosmetic or personal care products that have been opened, used, or had their sealed packaging broken. This is permitted under Regulation 28(1)(b) of the Consumer Contracts Regulations 2013.

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. 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 note: This right does not apply to products that have been opened, used, or have had their sealed packaging broken, as outlined above.

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).

Faulty or damaged items must be reported within 30 days of delivery with photographic or video evidence. Please email support@kemse.co.uk as soon as possible. Claims made after this period may not be eligible for a refund under our policy, though your statutory rights remain unaffected.

3. Delivery Issues & Timeframes UK orders are typically delivered within 3–5 working days. If you haven't received your order within 10 working days, please contact us at support@kemse.co.uk before raising a dispute.

If an order is returned to us due to an incorrect or incomplete address provided by the customer, we will refund the product cost minus the original shipping cost incurred by Kemse Beauty. This applies regardless of whether free shipping was offered at checkout. Re-delivery can be arranged at the customer's expense.

If the item is not returned to us due to an incorrect address, no refund will be issued, as the loss resulted from the customer's error.

4. Contact Us Before Raising a Dispute We kindly ask that you contact us at support@kemse.co.uk before raising a dispute with your bank or payment provider. We are committed to resolving all issues fairly and promptly.

Kemse Beauty reserves the right to contest chargebacks that we believe to be unjustified, including where proof of delivery exists and the return window has expired. We retain records of all orders, communications, and delivery confirmations.

5. Return Shipping Costs

  • Change of mind or cancellation within 14 days: you are responsible for return shipping costs.
  • Faulty, damaged, or not as described: we will cover return shipping costs.

6. 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.

7. 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.

8. 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).

9. Governing Law This policy is governed by the laws of England and Wales. Your statutory rights are not affected by this policy.