Return & Refund Policy

At KIREI LAB, we are committed to delivering our products in excellent condition. Due to the nature of our wellness products, we are unable to accept returns or offer refunds for opened or used items, except in cases where the product received is incorrect, damaged, or defective.

1. Returns and refunds

We only accept return or refund requests under the following circumstances:

- you received the wrong item
- the item arrived damaged
- the item arrived defective
- the item is missing from your order

To be eligible for review, your request must be submitted within 48 hours of receiving your order.

2. Conditions for eligible claims

To help us assess your request, please provide:

- your order number
- clear photos of the item received
- clear photos of the outer packaging and shipping label
- a brief description of the issue

Items must remain:

- unopened
- unused
- in original packaging

We reserve the right to decline claims that do not meet these conditions.

3. Non-returnable items

For hygiene, safety, and product integrity reasons, we do not accept returns or refunds for:

- opened products
- used products
- products with damaged seals after delivery
- change-of-mind purchases
- orders placed incorrectly by the customer
- products not stored properly after delivery

4. Refunds

If your claim is approved, we may offer one of the following at our discretion:

- a replacement item
- store credit
- a refund to your original payment method

Refunds, where approved, will be processed within 7 to 14 business days, depending on your payment provider.

Shipping fees are generally non-refundable unless the issue was caused by our error.

5. Exchanges

We only offer exchanges for items that are incorrect, damaged, or defective upon arrival.

We do not offer exchanges for:
- change of mind
- personal taste preference
- orders placed incorrectly by the customer

6. Order issues

If there is an issue with your order, please contact us as soon as possible at:

Email: help@kireilab.co

Please include your order number and supporting photos so we can assist you promptly.

7. Cancellations

Orders may only be cancelled before they have been processed or shipped.

Once an order has been packed or dispatched, it can no longer be cancelled.

8. Contact

For all return, refund, or order-related enquiries, please contact:

KIREI LAB  
Email: help@kireilab.co

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KIREI LAB reserves the right to review and determine all return, refund, and exchange requests on a case-by-case basis.