Refund policy
RETURN & REFUND POLICY — KELISYA
Last Updated: June 2026
At Kelisya, your satisfaction is our priority. We stand behind every product we sell. That's why we offer a 90-Day Satisfaction Guarantee on all orders — because we believe you deserve enough time to experience real results.
1. Our 90-Day Satisfaction Guarantee
We offer a 90-Day Money-Back Guarantee on all Kelisya products, starting from the date of delivery.
If you have used the product consistently and as directed and are not satisfied with your results, you may request a refund within 90 days of receiving your order.
Important: This guarantee is designed for customers who have given the product a fair trial through regular, consistent use as described in the product instructions. We encourage at least 30 days of daily use before evaluating results, as skincare and beauty products require time to deliver visible benefits.
2. Return Eligibility
To be eligible for a return or refund, the following conditions apply:
- Return Window: 90 days from the confirmed delivery date.
- Proof of Purchase: A valid order number or receipt is required.
- Product Condition: We accept returns for both unopened products and products that have been lightly or regularly used — provided you followed the recommended usage instructions.
- Prior Authorization Required: All return requests must be approved by our support team before sending any item back. Items returned without prior authorization will not be accepted and no refund will be issued.
3. Return Shipping Costs
Return shipping costs are the responsibility of the customer.
Because Kelisya works with international fulfillment partners, return addresses may vary depending on your location. The exact return address will be provided by our support team once your return request has been approved.
Please note:
- Kelisya is not responsible for return packages that are lost, stolen, or damaged in transit. We recommend using a trackable shipping method.
- Original shipping fees paid at checkout are non-refundable.
4. How to Request a Return or Refund
To initiate a return or refund request, please follow these steps:
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Contact Our Support Team — Email us at info@kelisya.com with:
- Your order number
- The product(s) you wish to return
- Your reason for the return
- How long and how frequently you used the product (if applicable)
-
Wait for Approval — Our team will review your request and respond within 24–48 business hours. If approved, you will receive detailed return instructions and the return address.
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Ship Your Return — Pack the item securely and ship it to the address provided using a trackable shipping service. Retain your tracking number as proof of shipment.
Please do not send items back without prior approval. Unauthorized returns will not be processed.
5. Refund Options
Depending on your situation, we may offer one or more of the following:
- Full Refund — Return your product for a full refund to your original payment method (excluding original shipping fees).
- Partial Refund — Keep your product and receive a partial refund. No return shipment required.
- Replacement — We send a replacement product at no additional cost (available for damaged, defective, or incorrect items).
The refund option offered will be determined based on the nature of your request and at the discretion of Kelisya's support team.
6. Refund Processing Time
Once your return is received and inspected at our warehouse:
- You will receive an email confirmation regarding the status of your refund.
- Approved refunds will be issued to your original payment method.
- Please allow 5–10 business days for us to process the return after receipt, plus an additional 5–10 business days for your bank or payment provider to post the funds.
- Partial refunds (no return required): processed within 3–5 business days.
If you have not received your refund after 15 business days from approval, please contact us at info@kelisya.com.
7. Damaged, Defective, or Incorrect Items
If your item arrives damaged, defective, or incorrect, please contact us within 7 days of delivery at info@kelisya.com with:
- Your order number
- Clear photos of the product and packaging showing the issue
- A brief description of the problem
For confirmed defective, damaged, or incorrect items:
- We will provide a prepaid return label or waive the return requirement entirely
- A replacement or full refund will be issued at no cost to you
- In most cases, you will not need to physically return the item
8. Order Cancellation
Cancellations may be requested within 12 hours of placing your order by contacting info@kelisya.com.
After 12 hours, orders may already be in processing or fulfillment and cannot be cancelled. Once an order has shipped, it cannot be cancelled — you must wait to receive the delivery and then request a return under this policy.
9. Non-Refundable Items
The following are excluded from our return and refund policy:
- Requests submitted after the 90-day return window
- Products damaged through misuse, improper storage, or negligence
- Original shipping fees paid at checkout
- Gift cards (if applicable)
- Items from final sale, clearance, or limited promotional offers
- Items returned without prior authorization from our support team
10. Hygiene & Used Products
All Kelisya beauty and skincare products are classified as hygiene-sensitive items. Due to health and safety regulations:
- Kelisya reserves the right to refuse a return or issue only a partial refund for products that have been opened, used, or where protective seals have been broken or removed.
- Products that show signs of use, contamination, or tampering may not be eligible for a full refund.
However, due to hygiene considerations, you may not need to return the product physically to receive a refund. In most cases, you can keep or safely dispose of the product while still receiving a refund or replacement — at the discretion of our support team.
This means:
- If your refund request is approved, we may process it without requiring you to ship the product back
- This is evaluated on a case-by-case basis by our team
- You will be informed during the approval process whether a physical return is required
This approach protects both your health and ours, while ensuring a smooth resolution process.
11. Packaging Variations
Due to inventory management and packaging updates, Kelisya may occasionally ship products with slightly different packaging designs or updated product labels.
Please note:
- The formulation, ingredients, and quality of the product remain identical
- The intended use and product description do not change
- Only the outer packaging design or label may vary
Receiving a product with older or updated packaging does not constitute a defect, incorrect item, or valid reason for a return or refund. Product images on our website are for illustration purposes and actual packaging may differ.
12. Dispute Resolution & Chargebacks
We are committed to resolving any concerns quickly and fairly. Before filing a dispute or chargeback with your bank or payment provider, we kindly ask that you contact our support team first at info@kelisya.com.
Filing a chargeback without first contacting us may delay the resolution process. Kelisya reserves the right to dispute any chargeback filed without prior communication and to provide full transaction records, delivery confirmation, and correspondence history to your payment provider.
We maintain detailed records of all orders, communications, delivery confirmations, and return authorizations.
13. International Orders
Our 90-day satisfaction guarantee applies to all international orders.
Please be aware:
- International return shipping costs may be higher and remain the customer's responsibility
- Customs duties, import taxes, and brokerage fees are non-refundable
- Processing times may be longer due to international transit
14. Contact Us
For all return and refund inquiries:
📧 info@kelisya.com
Response time: within 24–48 hours on business days.
By placing an order with Kelisya, you acknowledge that you have read, understood, and agreed to this Return & Refund Policy.