Refund policy

Last update: September 6th, 3:37PM UTC.

At kenevabeauty™, we are committed to providing you with high-quality products and exceptional customer service. We want you to be completely satisfied with your purchase, but If you have received products with defects or damages, please contact us within 1-3 business days after your order is being delivered at kenevabeauty@gmail.com.

NOTE: original shipping charges are NOT refundable. 

We offer Customer Support for all of our customers. Your happiness and satisfaction is our #1 priority. 



Can I cancel my order?
Unfortunately we do not cancel orders that were already placed. Once the order has been dispatched, you will have to go through our regular returns policy only after you receive the order.


If you placed a pre-order, please note that processing time for preorders may take up to 4-8 weeks, and dispatch only after processing time. PRE-ORDERS ARE NOT REFUNDABLE.


Can I change my shipping address if there is a mistake?
After you placed an order, you have 24 hours to let us know about any changes in your shipping address information. Once the order dispatched, you cannot change the shipping address.


Can I refund my order?

For hygiene reasons, we don’t accept returns or give refunds if you change your mind or don’t like the product.

Since our production are used near the eyes or contact your skin, we can’t accept used items for safety reasons.

If your order arrives damaged or defective, you can request a refund or replacement within 14 days of delivery. Please contact our support team first before sending anything back.

To be eligible:

  • The item must be unused and in original packaging

  • You must pay a 45% restocking fee per item if you decide to keep it, if you return it, you dont have to pay any fee except shipping

  • Return shipping is your responsibility

Once we receive and check your return, we’ll process your refund or send a replacement.

Please allow 5-10 business days for your refund to be fully processed by your financial institution.



Can i exchange the product i received if there is defect/damage?
We offer 1 FREE exchange for each customer in the form of store credit for issues related product damage or defects within 14 days after order being delivered. Please reach out to our customer support team in order to process an exchange. 

Exchanged products are not refundable.

 

Why my order is returned to the sender? 
The only reason why your order may be returned back to us by your local career is incomplete/incorrect shipping address. Kenevabeauty™ is not responsible for returned back/undelivered orders if the customer put wrong/incomplete shipping address/stolen or lost packages and will not process refund.

 

Please note that we reserve the right to modify this Return & Refund Policy at any time, and it is the responsibility of the customer to review the most recent version of the Return & Refund Policy before purchasing and using our products. By purchasing and continuing to use kenevabeauty™ products, customers are indicating their acceptance of this Return & Refund Policy.