Refund Policy

At Kaya KoCo, we sell highly curated range of products that we choose based on their effectiveness and quality. Basically, we only sell items that we ourselves love to use on a regular basis. However, we understand that not everyone may like what they receive. Here's what to do if that's the case. 

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective or damaged, so that we can evaluate the issue and make it right. In any case it's possible, please also take a photo of the damage or defect as soon as you notice it and send it to us. We can handle inquiries about damaged or defective items only up until 14 days after the date of the product delivery. In case you prove that you received a damaged or defective product and it's confirmed by us, we will either send you a new product free of charge, or refund you the full product price plus shipping. 

*Please note that we cannot offer exchanges or refunds on the basis of skin irritations, because some people may experience skin irritations from using certain active ingredients (ex. retinol) even when the product is in good condition. If you're unsure before purchasing a product whether it's suitable for sensitive skins, please feel free to reach out to us via our contact form. 

If you received wrong items...
In rare cases where you receive wrong items that are different from what you ordered, please also reach out to us immediately, within 14 days of delivery. Please include pictures of the items you received as soon as you can, and send them do us as well. We will handle your wrong or missing items inquiries case by case, ensuring the baseline that you receive the products that you initially ordered at our cost.

Returns

If your item is NOT damaged or defective, and you still want to return it, you have 14 days after delivery of the item to send us a return request. These are the conditions of eligible returns when the item(s) are NOT damaged or defective:

• Items must be returned unused, undamaged and unopened, in their original packaging. 
• We will issue a refund only if we receive the product in the abovementioned condition. 

*Please note that when the item is NOT damaged or defective, you will have to bear the return shipping cost and ship it yourself, and we do not refund the shipping cost of your original order. 

Refunds
In case your eligibility for a refund is approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. 
If more than 15 business days have passed since we’ve approved your fund, please contact us via the contact form.