Refund policy
Refund Policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be unused and in its original packaging. You'll also need the receipt or proof of purchase (your order confirmation email works).
To start a return, contact us at support@kemsuca.com with your order number. Please note that returns will need to be sent to the following address:
Kemsuca Ltd
71-75 Shelton Street
Covent Garden
London, WC2H 9JQ
United Kingdom
If your return is accepted, we'll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
Return shipping costs are the customer's responsibility unless the item arrived defective or incorrect.
You can always contact us at support@kemsuca.com for any return questions.
Damages and Issues
Please inspect your order upon delivery and contact us within 7 days if the item is defective, damaged, or if you received the wrong item. We'll evaluate the issue and either send a replacement at no extra cost or issue a full refund.
Exceptions / Non-Returnable Items
Unfortunately, we cannot accept returns on:
- Sale items or gift cards
- Items that have been used or are not in their original condition
Please get in touch if you have questions about your specific item.
Exchanges
The fastest way to get a different item is to return the original item and place a new order once the return is accepted.
European Union 14-Day Cooling-Off Period
If your order is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification. Your item must be unused and in its original packaging. You'll need your order confirmation as proof of purchase.
Refunds
We will notify you once we've received and inspected your return, and let you know if the refund was approved.
If approved, your refund will be processed to your original payment method within 10 business days. Please note it may take additional time for your bank or credit card company to process and post the refund.
If more than 15 business days have passed since we approved your return and you haven't received your refund, please contact us at support@kemsuca.com.