CUSTOMER SUPPORT

Return Policy

At Kiyoko Beauty, we want you to feel confident and satisfied with your purchase. If for any reason you are not completely happy, we accept returns on unopened, sealed, and unused products for a full refund (minus shipping costs) to your original method of payment within 30 days from the date of shipment. We do not accept returns after 30 days.

Return eligibility

1. Condition of items - Products must be in resalable condition — meaning they must be unopened, unused, sealed, and in their original packaging/box. We do not accept returns on opened or used products.

2. Return shipping fee - A flat-rate return shipping fee of $8.00CAD applies to all returns. This amount will be deducted from your refund once we receive and process your return.

3. Original shipping fees - Original shipping fees are non-refundable once tracking information has been generated.

Defective, damaged, or allergic reactions

If you received a defective or damaged product, or experienced an allergic reaction, please contact us as soon as possible via email or chat. Be prepared to provide clear evidence, such as photos of the product or documentation of the reaction.

For damaged items, please keep all original packaging in the condition it was delivered, as the shipping carrier may require inspection. Claims cannot proceed without proper documentation.

While we do not offer full refunds for reactions or damages, our team is committed to providing a fair and reasonable resolution on a case-by-case basis.

Additional important details

Return window - Returns must be initiated within 30 days of the shipment date.

Final sale items - Certain items are final sale and not eligible for return. Please refer to individual product descriptions for details.

Exchanges

We do not offer exchanges.

How to start a return 

Please log into your account (account.kiyoko.com) and request a return.

We will review your return request. If your approve request is approved, we will send you a return label.

Zero Tolerance for Fraud

There is zero tolerance for fraud. If a customer is suspected of fraud, Kiyoko reserve the right to deny service.

This includes but not limited to:
- Blocking an email from making any future purchases.
- Blocking orders that deliver to a specific address.
- Not fulfilling order until customer can provide non-fraudent evidence.
- Reporting fraud behavior to your local bank/credit union.