Refund policy

RETURN & REFUND POLICY — KELISYA

Last Updated: August 2026

At Kelisya, we stand behind the quality of our products and want every order to arrive as expected.

Because Kelisya offers products across different categories, including beauty, skincare, personal care, household products, pest-repellent products, and potentially supplements or other consumer goods, return eligibility may vary depending on the type of product purchased.

Unless a separate guarantee is expressly stated on the applicable product page at the time of purchase, the following Return & Refund Policy applies.

1. General Refund Policy

Kelisya does not offer a store-wide satisfaction or results-based money-back guarantee.

Refunds, replacements, or other resolutions are available for products that arrive:

  • Damaged;

  • Defective; or

  • Materially different from the product ordered.

All claims are subject to the eligibility requirements and procedures described in this policy.

Dissatisfaction with results, personal preference, change of mind, incompatibility with personal preferences, or failure to achieve an expected or desired outcome does not by itself constitute a product defect.

2. Product-Specific Guarantees

Certain Kelisya products may occasionally be sold with a specific:

  • Money-back guarantee;

  • Satisfaction guarantee;

  • Trial period;

  • Performance guarantee; or

  • Promotional return offer.

Such guarantees apply only when expressly advertised on the applicable product page or offer at the time of purchase.

A guarantee offered for one product does not apply to any other Kelisya product.

The duration, eligibility requirements, exclusions, and conditions displayed with the applicable product-specific guarantee will determine whether a claim qualifies.

Product-specific guarantees do not create a store-wide guarantee or establish eligibility for future purchases.

3. Damaged, Defective, or Incorrect Products

If your order arrives damaged, defective, or materially different from the product you ordered, please contact us at:

info@kelisya.com

Claims should be submitted within 30 days of confirmed delivery.

To allow us to review your claim, we may request:

  • Your order number;

  • Your full name and email address;

  • A description of the problem;

  • Clear photographs of the product;

  • Photographs of the packaging;

  • A photograph of the shipping label;

  • Video evidence where reasonably necessary to demonstrate the issue; and

  • Any other information reasonably necessary to evaluate the claim.

Please do not discard the product or its packaging until your claim has been reviewed.

Once the claim has been evaluated and approved, Kelisya may provide an appropriate resolution, which may include:

  • A replacement;

  • A full refund;

  • A partial refund; or

  • Another appropriate resolution agreed upon with the customer.

The appropriate resolution will depend on the circumstances of the claim.

4. What Is Considered a Defective Product?

A product may be considered defective when it contains a manufacturing defect or other material issue that prevents it from functioning substantially as intended when properly used according to its instructions.

The following do not automatically constitute a defect:

  • Failure to achieve a customer's desired or expected result;

  • Individual dissatisfaction with product performance;

  • Personal preference;

  • Texture, scent, color, consistency, or other subjective preferences;

  • Improper use;

  • Failure to follow product instructions;

  • Improper placement or installation;

  • Improper storage;

  • Normal wear and tear;

  • Damage caused after delivery;

  • Environmental factors outside Kelisya's control;

  • Pest activity or environmental conditions affecting a pest-repellent product;

  • Individual differences in response to cosmetic, skincare, personal-care, or other products;

  • Minor packaging variations that do not materially affect the product; or

  • A customer's decision that they no longer want or need the product.

Kelisya may request reasonable evidence necessary to determine whether a claimed defect exists.

5. Change-of-Mind Returns

Unless otherwise stated on the applicable product page, Kelisya may accept eligible change-of-mind returns requested within 30 days of confirmed delivery.

To qualify, the product must be:

  • Unopened;

  • Unused;

  • Unaltered;

  • In its original packaging;

  • In resalable condition; and

  • Complete with any accessories, components, promotional items, or materials originally included.

Return authorization must be obtained from Kelisya before sending the product back.

Opening, using, consuming, activating, or materially altering a product may make it ineligible for a change-of-mind return.

6. Opened, Used & Hygiene-Sensitive Products

For health, hygiene, safety, and quality-control reasons, certain products cannot be returned once opened or used unless they are confirmed to be defective or expressly covered by a product-specific guarantee.

These products may include:

  • Cosmetics;

  • Skincare;

  • Beauty products;

  • Personal-care products;

  • Hygiene-sensitive products;

  • Supplements;

  • Vitamins;

  • Ingestible products;

  • Consumables;

  • Pest-repellent products;

  • Household consumable products; and

  • Products with broken or removed safety or protective seals.

Once such a product has been opened, used, consumed, activated, or removed from sealed protective packaging, change-of-mind returns are generally not accepted.

7. Beauty, Skincare & Personal-Care Products

Individual experiences with beauty, skincare, cosmetic, and personal-care products can vary.

Unless a specific satisfaction guarantee is expressly advertised for the product, Kelisya does not guarantee that a product will produce a particular cosmetic appearance, visible result, or outcome for every customer.

Failure to achieve an expected or desired cosmetic result does not by itself mean that the product is defective.

Opened or used beauty, skincare, cosmetic, and personal-care products are generally not eligible for change-of-mind returns.

Claims involving an actual damaged, defective, or incorrect product remain eligible for review under this policy.

8. Supplements & Ingestible Products

If Kelisya sells supplements, vitamins, dietary products, or other ingestible products, additional health and safety restrictions apply.

Unless expressly stated otherwise on the applicable product page:

  • Opened supplements are not eligible for change-of-mind returns;

  • Partially or fully consumed products are not eligible for return;

  • Products with broken or removed safety seals are not eligible for change-of-mind returns; and

  • Unopened products may be eligible for return under Section 5.

Individual experiences and results from supplements or ingestible products may vary.

A customer failing to experience a particular expected result does not by itself establish that the product is defective.

Damaged, defective, contaminated, or incorrect products may still qualify for a resolution under Section 3.

9. Pest-Repellent & Household Products

Results from pest-repellent and similar household products may vary depending on circumstances including:

  • Product placement;

  • Size and condition of the property;

  • Number and location of entry points;

  • Level of pest activity;

  • Environmental conditions;

  • Frequency and manner of use;

  • Existing infestations; and

  • Whether the product instructions were followed.

Unless expressly stated in a product-specific guarantee, Kelisya does not guarantee complete elimination of pests, prevention of every future pest occurrence, or any other specific result.

Failure to obtain a customer's desired result does not by itself establish that the product is defective.

Customers are responsible for following all instructions, warnings, placement recommendations, and other directions supplied with the product.

10. Return Authorization Required

All returns require prior authorization from Kelisya.

To request authorization, contact:

info@kelisya.com

Please include:

  • Your order number;

  • The product you wish to return;

  • The reason for your return; and

  • Any requested supporting information.

Our customer support team will provide return instructions if the return is approved.

Do not send products back without receiving return instructions from us first.

Unauthorized returns may be refused and may not qualify for a refund.

11. Return Shipping Costs

For voluntary or change-of-mind returns, return shipping costs are the responsibility of the customer.

Kelisya works with multiple fulfillment and logistics partners. Therefore, the appropriate return location may be different from:

  • The address shown on the original shipment;

  • The carrier's return-to-sender address; or

  • Another Kelisya fulfillment location.

Customers must use the return address provided by our customer support team.

Do not return products to the address printed on the original package unless specifically instructed to do so.

Where a physical return is required for a confirmed damaged, defective, or incorrect product, Kelisya may provide a prepaid return label or otherwise cover the required return shipping.

We recommend using a trackable shipping service whenever customers are responsible for arranging return shipping.

12. Original Shipping Charges

Original shipping, handling, priority processing, shipping protection, or other delivery-related charges are generally non-refundable on voluntary or change-of-mind returns.

If Kelisya confirms that the wrong product was sent or that a qualifying issue attributable to Kelisya occurred, applicable shipping charges may be included in the resolution.

13. Inspection of Returned Products

Returned merchandise may be inspected before a refund is approved.

We may verify:

  • Product condition;

  • Whether the item has been opened or used;

  • Whether all products and components were returned;

  • Whether the product corresponds to the original order;

  • Whether the return complies with the authorized return instructions; and

  • Whether the stated reason for the return is consistent with the returned merchandise.

If the returned product does not meet the eligibility requirements of this policy, the requested refund may be denied or reduced as appropriate.

14. Refund Processing

Once an eligible return has been received and approved, refunds are issued to the original payment method whenever reasonably possible.

Please allow approximately 5–10 business days for Kelisya to process an approved refund.

After a refund has been issued, banks, credit-card companies, and payment providers may require additional time to post the funds to your account.

Processing times controlled by financial institutions are outside Kelisya's control.

15. Partial Refunds & Resolutions Without Return

In certain situations, Kelisya may offer:

  • A partial refund;

  • A replacement;

  • Store credit;

  • A discount;

  • A refund without requiring a physical return; or

  • Another alternative resolution.

Offering such a resolution in an individual case is a customer-service accommodation and does not create an entitlement to the same resolution for other orders, customers, or future purchases.

16. Bundles, Multi-Buy Offers & Free Products

Orders purchased through promotions such as:

  • Buy One Get One Free;

  • Buy 2 Get 1 Free;

  • Buy 3 Get 2 Free;

  • Bundles;

  • Multi-packs;

  • Free gifts; or

  • Similar promotional offers

are treated as a combined promotional purchase.

If a customer requests a full change-of-mind refund for an eligible promotional purchase, all products included in the promotion may be required to be returned, including free or promotional units.

If only part of an eligible promotional order is returned, the refund may be recalculated based on the regular or promotional value of the products retained.

Free promotional products have no independent cash refund value unless otherwise expressly stated.

17. Non-Returnable Items

Unless defective or expressly covered by a product-specific guarantee, the following are generally not eligible for return or refund:

  • Opened cosmetics;

  • Used skincare products;

  • Opened personal-care products;

  • Opened supplements;

  • Partially consumed supplements;

  • Opened ingestible products;

  • Used consumable products;

  • Used pest-repellent products;

  • Products with broken safety or hygiene seals;

  • Gift cards;

  • Free promotional products;

  • Final-sale items;

  • Clearance items identified as final sale;

  • Products damaged through misuse or negligence;

  • Products improperly stored;

  • Products used contrary to their instructions;

  • Substantially consumed or depleted products;

  • Products damaged after delivery; and

  • Unauthorized returns.

18. Order Cancellation

Cancellation requests may be submitted within 12 hours of placing an order by contacting:

info@kelisya.com

We will make reasonable efforts to process cancellation requests received during this period.

However, orders may enter processing or fulfillment shortly after purchase.

Therefore, submitting a cancellation request does not guarantee that the order can be cancelled.

Once an order has entered fulfillment or shipped, cancellation may no longer be possible.

The customer must then follow the applicable return procedure after receiving the shipment.

19. Refused, Unclaimed & Returned-to-Sender Packages

Refusing delivery, failing to collect a package, or allowing a shipment to be returned to sender does not constitute an authorized return.

Customers experiencing delivery problems should contact us at info@kelisya.com.

If an order is returned because it was:

  • Refused;

  • Unclaimed;

  • Not collected;

  • Undeliverable because of customer-provided information; or

  • Otherwise returned to sender for reasons not attributable to Kelisya,

the order will be reviewed once its return has been confirmed.

Shipping, handling, carrier return charges, and other costs associated with the failed delivery may be deducted from any refund for which the order is otherwise eligible.

20. Incorrect Shipping Information

Customers are responsible for providing complete and accurate shipping information when placing an order.

This includes:

  • Full name;

  • Street address;

  • Apartment or unit number where applicable;

  • City;

  • State;

  • ZIP code; and

  • Other information necessary for successful delivery.

Customers should contact us immediately after ordering if they discover an error.

Once an order has entered processing or shipment, Kelisya cannot guarantee that an address can be modified.

Delivery problems resulting from incorrect or incomplete information supplied at checkout do not automatically qualify the order for a refund or free replacement.

21. Lost or Stolen Packages

If tracking indicates that a shipment has not been delivered or appears to have been lost in transit, please contact us so that we can investigate with the applicable shipping carrier.

If a package is confirmed lost before delivery, Kelisya may provide an appropriate replacement or refund.

If tracking indicates successful delivery but the customer cannot locate the package, Kelisya may request additional information and/or require the customer to contact the carrier before determining the appropriate resolution.

A carrier's delivery scan will be considered as part of our review of the claim.

22. Packaging & Product Variations

Kelisya may occasionally update:

  • Packaging;

  • Labels;

  • Containers;

  • Product graphics;

  • Outer boxes; or

  • Other non-material presentation elements.

Customers may therefore receive packaging that differs slightly from images shown on the website.

Minor packaging or label variations do not constitute a defective or incorrect product when the underlying product purchased is materially the same.

23. Promotional Pricing

Prices, discounts, bundles, promotional offers, and coupon codes may change from time to time.

A subsequent reduction in price or introduction of a different promotion does not automatically entitle a previous purchaser to:

  • A refund of the difference;

  • Retroactive application of a discount;

  • Additional free products; or

  • Modification of an existing order.

24. Chargebacks & Payment Disputes

We encourage customers experiencing an issue with an order to contact info@kelisya.com so that our customer support team has an opportunity to investigate and resolve the matter.

If a chargeback or payment dispute is initiated, Kelisya may provide the payment provider or financial institution with information relevant to the transaction, including:

  • Order details;

  • Billing information;

  • Shipping information;

  • Tracking records;

  • Delivery confirmation;

  • Customer communications;

  • Applicable product-page information;

  • Applicable return and refund terms;

  • Return authorization records;

  • Replacement records; and

  • Refund records.

Kelisya reserves the right to contest chargebacks that we believe are inconsistent with the transaction records or circumstances of the order.

25. Suspected Fraud & Return Abuse

Kelisya reserves the right to review, restrict, or reject claims where there is reasonable evidence of:

  • Fraud;

  • Falsified evidence;

  • Repeated abuse of refund policies;

  • Repeated abuse of product-specific guarantees;

  • Manipulation of promotional offers;

  • Returning products different from those purchased;

  • False claims regarding delivery or product condition; or

  • Other abusive return activity.

Kelisya may request additional information necessary to verify the legitimacy of a claim before issuing a refund or replacement.

26. Policy Applicable to Your Purchase

The return policy and any product-specific guarantee applicable to an order are determined by the terms presented in connection with the purchase.

Future changes to Kelisya's policies or promotional guarantees do not automatically modify the conditions applicable to previously completed purchases.

27. Contact Us

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

Kelisya Customer Support
Email: info@kelisya.com

Please include your order number whenever possible so that our team can locate your purchase and assist you more efficiently.

By placing an order with Kelisya, you acknowledge that you have reviewed this Return & Refund Policy.