Return Policy

At Kristine Lux, we are committed to ensuring your satisfaction with every purchase made at www.kla-shop.com. If you need to report an issue with your order or request a return, please read the conditions below carefully.

1. Damaged, defective or missing items

If your order has been damaged in transit, contains a defective item, or arrives with missing products, you must contact us within 7 working days of receiving your order.

Once we receive your request, we will review the situation and, where applicable, arrange a replacement or issue a refund upon return of the item concerned.

In some cases, especially where a product requires technical inspection or quality control, the item may need to be returned for assessment before any refund decision is made. If the product is confirmed to be defective, a full refund will be issued, including the cost of returning the item. Where a replacement is required, it will be sent without any additional delivery charges.

Please note that the technical assessment process may take up to 30 days.

2. Orders not delivered due to absence or incorrect address

If the customer is unavailable to receive the order, or provides an incorrect or incomplete address, and the parcel is returned to Kristine Lux, the amount paid will be refunded minus:

any shipping costs already incurred;
any additional charges applied by the carrier for returning the parcel.

If the customer wishes to have the order re-shipped, a new delivery fee will apply.

3. Order cancellation before dispatch

Except during peak periods, such as seasonal campaigns or Christmas, orders are normally dispatched on the next working day after purchase confirmation.

If you wish to cancel your order before dispatch, you must contact us as soon as possible by phone and confirm the request by email.

If the order has not yet been dispatched, it will be cancelled at no additional cost to the customer.

4. Right of withdrawal

In accordance with the applicable European Union distance selling legislation, the customer has the right to withdraw from the purchase within 14 days of receiving the order, without having to provide any reason.

To be eligible for return, the items must be sent back:

unused;
complete;
properly packaged;
in the same condition as originally sent;
in their original packaging, where applicable.

Kristine Lux reserves the right to refuse returns of items that show signs of use, damage, missing original packaging, or any alteration from their original condition.

5. Items excluded from return or exchange

For hygiene and safety reasons, tweezers cannot be returned or exchanged.

All such items are carefully checked before dispatch.

6. Return costs

Unless the item is confirmed to be defective or the return is due to an error on the part of Kristine Lux, the cost of returning the goods is the responsibility of the customer.

Shipping fees paid at the time of purchase are non-refundable, except where the return results from our error or a confirmed defective item.

If the order included any gifts, promotional items or free products linked to the returned item(s), these must also be returned.

7. Return procedure

Before sending any item back, the customer must contact Kristine Lux by phone or email, stating:

the order number;
the item(s) to be returned;
the reason for the return.

Returned items should be sent together with a note containing the customer’s details and the order reference.

8. Refunds

Once the returned item(s) have been received and inspected, the refund will be processed within a maximum of 14 days, using the same payment method used for the original purchase, unless technically impossible.

Kristine Lux reserves the right to withhold the refund until the returned goods have been received or until proof of return shipment has been provided, whichever occurs first.