Refund and Returns Policy

At Kenzelia, we want you to be completely satisfied with your purchase. If you receive an item that is damaged, defective, incorrect, or does not meet the conditions described below, you may contact us to request a return, exchange, or refund.

Please read this policy carefully before making a purchase.

1. Return Eligibility

To be eligible for a return, your item must meet the following conditions:

  • The item must be unused and unworn.
  • The item must be in its original condition.
  • The item must be returned with its original packaging, including any boxes, bags, tags, or accessories supplied with the product.
  • The item must not show signs of damage, alteration, washing, perfume, or use.
  • You must provide your order number and relevant information about the purchase.

Returns that do not meet these conditions may be refused.

2. Return Period

You must contact Kenzelia within 7 days of receiving your order if you wish to request a return or report a problem with your order.

After this period, we may not be able to accept the return request.

3. Non-Returnable Items

For hygiene and safety reasons, certain products may not be eligible for return once opened or worn.

These may include:

  • Earrings
  • Piercings
  • Ear cuffs
  • Body jewelry
  • Hair accessories
  • Personalized or customized items
  • Items that have been worn or used
  • Items damaged after delivery due to improper use

If you are unsure whether your item is eligible for return, please contact us before sending it back.

4. Damaged or Incorrect Items

If your order arrives damaged, defective, or contains an incorrect item, please contact us as soon as possible.

To help us resolve the issue quickly, please provide:

  • Your order number
  • A description of the problem
  • Clear photographs of the item
  • Photographs of the packaging, if the package arrived damaged

After reviewing your request, we will let you know whether the item qualifies for a replacement, exchange, refund, or another appropriate solution.

5. How to Request a Return

To request a return, please contact us through our Contact Us page and include:

  • Your full name
  • Order number
  • Product concerned
  • Reason for the return
  • Photos of the product when applicable

Please do not send an item back before receiving instructions from our team.

Once your request has been reviewed and approved, we will provide you with the necessary return instructions.

6. Return Shipping

Unless the item is defective, damaged upon arrival, or incorrectly sent by Kenzelia, return shipping costs may be the responsibility of the customer.

If the return is caused by an error on our part or a product defect, Kenzelia will review the situation and determine the appropriate solution.

We recommend using a trackable shipping service when returning an item, as Kenzelia cannot be responsible for items lost during return shipping when the customer is responsible for the return.

7. Refunds

Once we receive and inspect the returned item, we will notify you whether your refund has been approved.

If approved, the refund will be processed according to the payment method used for the order.

Depending on your payment provider or bank, it may take additional time for the refunded amount to appear in your account.

Shipping or delivery fees may not be refundable unless the return is due to an error on our part or a defective/damaged product.

8. Cash on Delivery Orders

For orders placed using Cash on Delivery (COD), refunds may be handled through an alternative method agreed upon between Kenzelia and the customer.

Our team will contact you to confirm the necessary details before processing an approved refund.

9. Exchanges

If you receive a defective or incorrect product, you may request an exchange by contacting us within the applicable return period.

Exchanges are subject to product availability.

If the requested replacement is unavailable, Kenzelia may offer another appropriate solution, such as a refund or alternative product where applicable.

10. Order Cancellation

If you wish to cancel an order, please contact us as soon as possible.

Once an order has been processed or shipped, cancellation may no longer be possible. In this case, you may need to follow the applicable return procedure.

11. Important Notes

Please carefully check your order when it arrives.

We recommend keeping the original packaging until you are certain that you wish to keep your purchase.

Kenzelia reserves the right to refuse a return or refund when the returned product does not meet the conditions described in this policy.

This policy applies to purchases made through the Kenzelia online store and may be updated from time to time.

12. Contact Us

If you have any questions about returns, exchanges, or refunds, please contact our team.

Kenzelia

For assistance, please visit our Contact Us page and provide your order number and the details of your request.

We will review your request and get back to you as soon as possible.