Return Policy

We kindly ask that you carefully review product names, descriptions, and sizes before making a purchase. We do not accept returns or provide refunds for items that have been purchased incorrectly due to customer error.

Please ensure that you select the correct items before completing your order. Take your time to review your shopping cart before proceeding to checkout.

All sales are considered final unless the item is damaged or incorrect due to our error. We encourage customers to double-check their orders before submitting payment to avoid any disappointment.

Review your order confirmation email immediately after purchase to ensure all items are correct.

Contact us immediately if you notice any errors in your order before it ships.

Once an order has been shipped, we cannot modify the contents or accept returns for customer ordering errors.

We take great care in packaging our products to ensure they arrive safely. However, if you receive a damaged item, we will be happy to assist you with a replacement or refund under the following conditions:

Proof of Damage: You must provide adequate proof of the damage within 3 days of receiving the product. This can include clear photographs showing the damage to both the product and the packaging.

Notification: Please notify us of the damage by contacting us at support@khailaessenceltd.co.uk with your order number, details of the damage, and the required proof.

Resolution: Once we have reviewed your claim, we will offer either a replacement or a refund, depending on the circumstances and our stock availability. If a replacement is not available, a full refund will be issued to your original method of payment.

Our customer service team will review your damage claim within 24-48 hours of submission.

Additional documentation may be requested to support your claim.

We reserve the right to determine whether damage occurred during shipping or due to other factors.

Please ensure that your shipping address is accurate and complete before placing your order. Double-check all address details including postal code and apartment numbers.

If you provide an incorrect address and your order is returned to us, the following conditions will apply:

Reshipping Fee: You will be responsible for the cost of reshipping the item to the correct address. The reshipping fee will need to be paid before the item is dispatched again.

Refunds: We do not provide refunds for orders that cannot be delivered due to an incorrect address provided by the customer.

Contact us immediately if you realize you've provided an incorrect address before your order ships.

Once an order has been shipped, address corrections may not be possible and the package may be returned to sender.

Returned packages due to incorrect addresses will be held for 7 days before being restocked and refunded minus shipping costs.

In cases where a return is accepted (e.g., for damaged products), the following process applies:

Contact Us: Email us at support@khailaessenceltd.co.uk within 3 days of receiving your product, detailing your issue and including any required proof.

Return Authorization: We will provide you with instructions on how to return the product to us, if necessary. Please do not send any products back without prior authorization, as they will not be accepted.

Condition of Returned Items: Products must be returned in their original packaging and unused condition. We reserve the right to refuse a return if the product shows signs of use or damage not originally reported.

Use appropriate packaging to protect the item during return shipping.

Include all original packaging materials, accessories, and documentation.

Obtain tracking information for your return shipment and keep it for your records.

Return shipping costs are the responsibility of the customer unless the return is due to our error.

If a refund is authorized, it will be processed as follows:

Timeframe: Refunds will be processed within 7 days of receiving the returned item or confirming the damage.

Method: Refunds will be issued to your original method of payment. Please note that it may take additional time for the refund to appear in your account, depending on your payment provider.

Refund confirmation will be sent via email once the refund has been processed.

In some cases, partial refunds may be offered if the item is partially damaged or used.

Partial refund amounts will be determined based on the condition of the returned item.

All partial refund decisions are final and made at our discretion.

For hygiene and safety reasons, the following items are non-returnable and non-refundable:

Opened or used beauty products.

Products marked as final sale.

Items returned without prior authorization.

Products showing signs of use or damage not originally reported.

Items marked as 'Final Sale' cannot be returned or exchanged under any circumstances.

Final sale items are clearly marked on the product page and in your shopping cart.

Discounted items and promotional products may be subject to different return policies.

We reserve the right to update or modify this Returns and Refund Policy at any time.

Any changes will be posted on this page with the updated effective date.

Your continued use of our website following any changes constitutes your acceptance of the new terms.

Significant changes will be communicated to existing customers via email when possible.

If you have any questions or concerns about this Returns and Refund Policy, please contact us at:

Email: support@khailaessenceltd.co.uk

Phone: +44 7450 361066

Business hours: Monday through Friday, 9:00 AM to 5:00 PM GMT

Thank you for shopping with Khaila Essence Beauty

We appreciate your business and are here to help with any concerns you may have

Email inquiries are typically responded to within 24-48 hours during business days.

Phone support is available during business hours for urgent matters.

Complex return issues may require additional time for resolution.