Refund policy

At KIMIA LIVING, we want you to feel confident about your purchase. If you need to return an item or something isn’t right, contact hello@kimialiving.shop.

Changing your mind

For most online purchases, you can cancel without giving a reason.

You have 14 days, starting the day after delivery, to tell us that you wish to cancel. If items from the same order arrive separately, this period starts the day after you receive the last item.

Once you have notified us, you have a further 14 days to send the items back.

You may also contact us to cancel before dispatch. If your order has already been dispatched, we will explain how to return it.

How to request a return or cancellation

To request a return, sign in to your customer account, select your order and choose the return option where available.

You can also email hello@kimialiving.shop with your order number or other proof of purchase and details of the items you wish to return. We will provide return instructions and confirm the return address.

To request a cancellation before dispatch, use the cancellation option in your account where available, or email us as soon as possible.

If an online option is unavailable, please contact us by email. Your statutory cancellation rights do not depend on an online option being available or on our approval.

Please keep proof of postage until your return has been resolved.

Condition of returned items

You may inspect items as you would in a shop to check their nature, characteristics and function.

Please return all included accessories and pack items securely. Use the original packaging where possible, although original packaging is not a condition of exercising your statutory cancellation rights.

Where permitted by law, we may reduce your refund to reflect any loss in value caused by handling beyond what is necessary to inspect the goods.

Return shipping and fees

For change-of-mind returns, you are responsible for arranging and paying for return shipping, provided this was disclosed before purchase.

We do not charge a restocking fee.

If an item is faulty, damaged on arrival or incorrect, we will cover reasonable return costs. Contact us so we can arrange a suitable return method.

Damaged, faulty or incorrect items

If your order arrives damaged, develops a fault or contains the wrong item, email hello@kimialiving.shop with your order details and a description of the problem.

Photographs of the item and packaging, where available, can help us investigate.

We will provide the refund, repair or replacement you are entitled to under applicable consumer law. The 14-day change-of-mind window does not limit your rights concerning faulty or misdescribed goods.

Refunds

For eligible change-of-mind returns, we will issue your refund without undue delay and within 14 days of receiving the returned goods or evidence that you have sent them back, whichever is earlier.

Refunds will be made to your original payment method unless we expressly agree otherwise. We do not charge a refund fee.

If you cancel your entire order, we will also refund the cost of our least expensive standard delivery option. Additional charges for premium or express delivery are not refundable.

Your payment provider may take additional time to display the refund in your account.

Exceptions to change-of-mind returns

The statutory cancellation right does not normally apply to:

Goods made to your specifications or clearly personalised.
Goods that deteriorate or expire rapidly.
Sealed goods that are unsuitable for return for health protection or hygiene reasons once unsealed.

Where applicable, we will explain these restrictions before purchase. They do not affect your rights if goods are faulty or not as described.

Discounted items have the same statutory rights as full-price items.

Exchanges

If you would like a different item, contact us to discuss the available options. Exchanges depend on stock availability and do not affect your statutory rights.