Refund policy
Our returns policy is binding and must always be respected.
We offer a 30-day return policy, which means you may request a return within 30 days of receipt of your order, subject to the conditions outlined below.
Eligibility for Returns:
For return requests, the following general requirements apply:
- Product Condition : For standard returns, items should be returned in their original condition, unused, unwashed, unaltered, and with original tags and packaging where applicable. This condition does not limit any rights relating to faulty, damaged, or incorrectly supplied goods under applicable consumer law.
- Deadline : Return requests under our standard Return Policy must be submitted within 30 days of receipt of the order.
- Proof of Purchase : Please provide your order number or another valid form of proof of purchase when requesting a return.
- Supporting Information : We may request photos, videos, or additional information where reasonably necessary to verify the condition of an item or investigate a damaged, defective, or incorrect order.
- Hygiene Products : Certain sealed products that are unsuitable for return for health or hygiene reasons may not be eligible for a return once opened or unsealed.
Return conditions :
- Contact Us : Before sending a return, please contact us at info.shopkylora@gmail.com with your order number. Our customer support team will provide the appropriate return instructions and designated return address.
- Refund : For standard returns, the item must be returned to our designated return facility in accordance with the return instructions provided by our customer support team before a refund can be approved. Damaged, defective, or incorrect items will be handled in accordance with the applicable resolution provided under this Return Policy.
- Return Shipping Costs : For standard returns, including change-of-mind returns, return shipping costs are the responsibility of the customer. If an item is incorrect, damaged, or defective, Kylora will review the issue and provide an appropriate resolution in accordance with this Return Policy.
- Return Tracking : We strongly recommend using a tracked shipping service when returning an item and keeping your proof of postage until your return has been completed. This helps us confirm that your return has reached the designated return facility.
If your return request has been approved, you will receive a returns form. The item must then be returned to the designated return facility provided in your return instructions.
Please contact us before sending a return so that we can provide the correct return instructions and address. Returns sent without following the provided instructions may experience delays in processing.
Damaged, Defective or Incorrect Items:
Please inspect your order upon delivery. If an item arrives damaged, defective, or different from what you ordered, please contact us at info.shopkylora@gmail.com as soon as possible.
Please include your order number, a description of the issue, and clear photos or videos showing the product and, where relevant, the packaging.
If we confirm that you received an incorrect item, we will provide an appropriate resolution at no additional cost to you. For damaged or defective products, we will review the issue and provide an appropriate resolution in accordance with this Return Policy.
Shipping Delays : A shipping delay by itself does not automatically qualify an order for a return or exchange. If your order has not arrived within the expected delivery timeframe, please contact us at info.shopkylora@gmail.com so we can investigate the shipment.
Size Issues:
If you selected the wrong size when placing your order, the standard conditions of our Return Policy apply.
If Kylora sent you a size different from the one shown on your order confirmation, please contact us at info.shopkylora@gmail.com with your order number and clear photos of the item received. Once the issue has been confirmed, we will arrange an appropriate resolution at no additional cost to you.
Product Exchanges:
If you would like to exchange an item, please contact us at info.shopkylora@gmail.com in accordance with our Return Policy. The original item must meet the applicable return conditions. Once the returned item has been received and approved, our customer support team will provide you with the appropriate next steps. Product availability may vary.
Refunds :
Once your return has been received and inspected, we will notify you of the outcome. If your refund is approved, it will be issued to your original payment method.
Approved refunds are typically initiated within 3–5 business days. Please note that your bank, credit card provider, or payment provider may require additional time to process and post the refund to your account.
If more than 15 business days have passed since we confirmed that your refund was issued, please contact us at info.shopkylora@gmail.com.
Order Cancellations :
If you would like to cancel your order, please contact us at info.shopkylora@gmail.com within 4 hours of placing your order and include your order number.
We will do our best to process your cancellation before the order enters fulfillment. After the 4-hour cancellation window, your order may already have been processed or prepared for shipment, and we may no longer be able to cancel it before dispatch. If your cancellation is approved, any applicable refund will be issued to your original payment method.
As mentioned in our Shipping Policy, Kylora proudly operates production and fulfillment facilities in several Asian countries. By managing each stage of the process closely, we maintain consistent quality control and are able to offer carefully selected products at competitive prices while supporting reliable order fulfillment and shipping.
However, all approved returns must be sent to our designated return facility operated by our fulfillment partner in China.
Please keep this in mind when ordering multiple items for the purpose of trying them before deciding whether to keep them, as standard return shipping costs remain the responsibility of the customer.