Refund policy

OVERVIEW

At KAYA, we are committed to providing you with premium skincare solutions and an exceptional customer experience. We stand behind the quality of our products, including our Bio Collagen Face Masks and the Glass Skin Protocol.

However, we understand that sometimes things don’t go as planned. This Refund and Return Policy outlines your statutory rights under UK law and our specific guidelines for returning physical and digital products. Please read this policy carefully before making a purchase.

SECTION 1 - YOUR RIGHT TO CANCEL (UK STATUTORY RIGHTS)

If you are a consumer based in the UK or the European Union, you have a legal right to change your mind and cancel your contract with us under the Consumer Contracts Regulations 2013.

  • The Cooling-Off Period: You have 14 days from the day after you (or someone you nominate) receive your physical order to notify us that you wish to cancel and return the items.

  • To Exercise this Right: You must inform us of your decision to cancel within this 14-day timeframe by contacting us at kayaskincareuk@gmail.com.

SECTION 2 - ELIGIBILITY FOR RETURNS (THE HYGIENE CLAUSE)

Due to the nature of our products, strict hygiene and health protection standards apply.

  • Physical Skincare Products: We can only accept returns for physical items (such as face masks) if they are completely unopened, unused, and with all original hygienic seals and packaging intact.

  • If a skincare product has been unsealed, opened, or used, it is exempt from being returned and cannot be refunded.

  • We reserve the right to inspect all returned items upon arrival. If an item is returned to us in an unsellable condition, or if the hygienic seal has been broken, we will not be able to process a refund and the item may be sent back to you at your expense.

SECTION 3 - DIGITAL PRODUCTS & BUNDLE INCLUSIONS

Some of our tiers, including the VIP System, include digital products such as The Glass Skin Protocol PDF and The Digital Skin Cycling Tracker.

  • Digital Downloads: Under UK law, by proceeding with your purchase and initiating the download or access of digital content, you acknowledge that you lose your 14-day right to cancel. Therefore, digital products are strictly non-refundable once downloaded or accessed.

  • Mixed Bundles: If you return the physical components of a bundle (e.g., the 20 Pack of masks) but have already accessed the digital components, the retail value of the digital items will be deducted from your final refund amount.

SECTION 4 - DAMAGED, DEFECTIVE, OR INCORRECT ITEMS

We thoroughly inspect all orders before they are dispatched. However, if your order arrives damaged, is defective, or you receive the incorrect item, please contact us immediately.

  • Under the UK Consumer Rights Act 2015, goods must be as described, fit for purpose, and of satisfactory quality. If your product is faulty, you have the right to a full refund if you notify us within 30 days of receiving the goods.

  • Please email kayaskincareuk@gmail.com with your order number, a description of the issue, and clear photographic evidence of the damage or defect. We will arrange for a replacement or a full refund, including any standard shipping costs you paid.

SECTION 5 - INTERNATIONAL RETURNS

We are proud to ship KAYA products globally. For orders placed outside of the UK, the following conditions apply:

  • Return Shipping Costs: International customers are solely responsible for all costs associated with returning an item to our UK facility. We highly recommend using a trackable shipping service and purchasing shipping insurance, as we cannot guarantee that we will receive your returned item.

  • Customs, Duties, and Taxes: Any original import duties, customs fees, or local taxes paid at the time of delivery are strictly non-refundable by KAYA. You may be able to reclaim these costs by contacting your local customs authority directly.

SECTION 6 - HOW TO INITIATE A RETURN

To start a return, please follow these steps:

  1. Email our Client Care team at kayaskincareuk@gmail.com within 14 days of receiving your order.

  2. Include your Order Number, the name of the item(s) you wish to return, and the reason for the return.

  3. If your return is accepted, we will provide you with a Return Merchandise Authorization (RMA) number and the exact shipping address for our UK facility.

  4. Do not send your purchase back to the manufacturer or to our registered office address without prior authorization. Items sent back to us without first requesting a return will not be accepted.

SECTION 7 - REFUND PROCESSING

Once your return is received and inspected by our team, we will send you an email to notify you of the approval or rejection of your refund.

  • If approved, your refund will be processed within 14 days of us receiving the returned goods.

  • A credit will automatically be applied to your original method of payment.

  • Original Shipping Costs: If you are returning an entire order under your statutory 14-day cancellation right, we will refund the cost of standard delivery. If you opted for enhanced or expedited delivery, we will only refund up to the amount of our standard delivery charge.

SECTION 8 - LATE OR MISSING REFUNDS

If you haven’t received a refund yet:

  1. First, check your bank account again.

  2. Contact your credit card company or payment provider; it may take some time before your refund is officially posted (often 5-10 business days).

  3. Contact your bank. There is often some processing time before a refund is cleared. If you’ve done all of this and you still have not received your refund, please contact us at kayaskincareuk@gmail.com.