Refund and Returns Policy
At KAYOA, customer satisfaction is at the heart of everything we create. While we maintain the highest standards of quality and hygiene, we understand that exceptional situations may arise. This policy outlines the conditions under which returns, replacements, or refunds may be processed.
Eligibility for Returns
Due to the personal and hygienic nature of skincare products, we do not accept returns once an order has been delivered, except in the following cases:
- The product received is damaged
- The product is leaked, tampered, or defective
- An incorrect product has been delivered
Requests must be raised within 24 hours of delivery.
Conditions for Acceptance
To be eligible for a replacement or refund:
- The product must be unused and unopened
- Original packaging, seals, and labels must be intact
- Clear images or videos of the product and outer packaging must be provided for verification
KAYOA reserves the right to decline any request that does not meet these conditions.
Non-Returnable Items
The following items are non-returnable and non-refundable:
- Products damaged due to misuse or mishandling
- Products purchased during clearance or special sale events
- Orders placed with incorrect details by the customer
- Products showing signs of use or tampering after delivery
Replacement Policy
- Approved replacement requests will be processed within 7 business days
- Replacement items will be shipped at no additional cost
- In the event a replacement product is unavailable, a refund will be issued
Refund Policy
- Refunds are applicable only if replacement is not possible
- Approved refunds will be processed to the original payment method
- Refunds may take 7–10 business days to reflect, depending on your bank or payment provider
International Orders
For international purchases:
- Returns and refunds are not applicable unless the product is received in a damaged or incorrect condition
- Customs duties, taxes, or shipping charges paid are non-refundable
- KAYOA is not responsible for delays or damages caused during customs clearance
Order Cancellations
- Orders can be cancelled only before dispatch
- Once an order has been shipped, cancellations are not permitted
- To request a cancellation, please contact us immediately after placing your order
How to Raise a Request
To initiate a return, replacement, or refund request, please contact us with your order details:
📧 connect@medestagroup.com
📞 +91-8976746595
Please include:
- Order ID
- Images or video of the product and packaging
- A brief description of the issue
Contact Information
Medesta Group
401, A Wing, Solaris 1,
Saki Vihar Road, Powai,
Mumbai – 400072
📞 +91-8976746595
📧 connect@medestagroup.com