Refund policy

At Koya, your satisfaction means everything to us. We understand how important it is to feel confident and comfortable with the beauty products you choose. That’s why we strive to provide a smooth and trustworthy shopping experience.

Please read our Return & Refund Policy carefully to understand how returns, exchanges, and refunds work at Koya.

1. Eligibility for Returns

Due to the nature of cosmetics and skincare products — which involve hygiene and safety — we only accept returns under the following conditions:

We accept returns if:

  • You received a wrong item

  • The product arrived damaged, leaked, or defective

  • You received an item with missing components (if part of a set)

We do not accept returns if:

  • The product has been opened, used, tested, or swatched

  • The seal or original packaging is broken

  • The item was purchased on sale or during a special promotion

  • The reason for return is change of mind or personal preference

This policy is important to maintain hygiene standards and protect our customers.

2. Return Window

You may request a return within 3 days of receiving your order.
If 3 days have passed, we unfortunately cannot offer a return or refund.

3. How to Request a Return

To initiate a return, please contact our support team at [your support email] with the following details:

  • Your order number

  • A photo or video of the issue

  • A short description of the problem

  • Your contact information

Our team will review your request and respond within 24–48 hours.

4. Refund Process

If your return request is approved:

  • Refunds are issued as store credit or to your original payment method, depending on the situation.

  • Store credit refunds are processed immediately after return approval.

  • Original payment refunds may take 5–10 business days depending on your bank or payment provider.

Please note:
Shipping fees are non-refundable, except when the return is due to an error on our side.

5. Exchanges

We only replace items if:

  • They are defective

  • They arrive damaged

  • You received the wrong product

If an exchange is approved, we will send you a replacement free of charge.

6. Non-Returnable Items

For hygiene and safety, the following items cannot be returned:

  • Lip products

  • Skincare creams, serums, and liquids

  • Makeup applicators (brushes, sponges, tools)

  • Opened or unsealed items

7. Order Cancellation

Orders can be cancelled within 2 hours of placing them.
Once the order is processed or shipped, cancellation is no longer possible.

8. Damaged or Wrong Orders

If you receive a wrong or damaged item, please contact us immediately with proof (photos/videos).
We will prioritize your request and resolve it as quickly as possible.

9. Contact Us

For any questions about your order, returns, or refunds, feel free to reach out:

📧 Email: info@koyabeauty.com
📞 Phone (optional): +92 328 8104882
💬 Customer Support Hours: 9 AM – 6 PM (Mon–Sat)