Refund & Returns Policy
Refund & Returns Policy
We want you to be genuinely happy with your purchase. This policy sets out your rights when you buy from Kakiya (mykakiya.com). It does not affect your statutory rights under UK consumer law.
Our 90-Day Money-Back Guarantee
Skin takes time to respond. That is why every order is covered by our 90-day money-back guarantee. If you are not satisfied with your results, contact us within 90 days of the delivery date and we will issue a full refund of the purchase price — even if the bottle has been opened and used.
To claim, simply email contact@meloriafrance.com with your order number. You do not need to explain yourself, and you will not be asked to complete a questionnaire. We may ask you to return any unopened bottles from a multi-bottle bundle.
Your 14-Day Right to Cancel
Separately from our guarantee, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you have the right to cancel your order within 14 days of receiving it, without giving any reason.
To exercise this right, inform us of your decision by a clear statement sent to contact@meloriafrance.com before the 14-day period expires. You must then return the goods to us without undue delay and in any event within 14 days of telling us you wish to cancel.
We will refund all payments received from you, including the standard delivery cost, no later than 14 days after the day we receive the goods back, or 14 days after you supply evidence of return, whichever is earlier. Refunds are made using the same payment method you used for the original transaction. You will not incur any fees as a result of the refund.
You may be liable for any diminished value of the goods resulting from handling beyond what is necessary to establish their nature and characteristics. This does not apply to claims made under our 90-day money-back guarantee.
How to Return an Item
- Email contact@meloriafrance.com with your order number and, if you wish, the reason for the return.
- We will reply within 1 working day with the return address and instructions.
- Post the item back to us. We recommend using a tracked service, as we cannot be responsible for parcels lost in transit.
Return postage is at your own expense unless the item arrived damaged, faulty, or was not what you ordered — in which case we cover the cost in full.
Damaged, Faulty or Incorrect Items
Please inspect your order on arrival. If an item is damaged, faulty, or not what you ordered, contact us immediately with a photograph and we will send a replacement or issue a full refund, including all delivery costs. Nothing in this policy limits your rights under the Consumer Rights Act 2015.
When We Process Your Refund
Once approved, refunds are issued to your original payment method within 3 working days. Your bank or card issuer may take a further 5 to 10 working days to show the money in your account. If more than 15 working days have passed since we confirmed your refund, please contact us.
Contact
Email: contact@meloriafrance.com
We reply to every message within 1 working day, Monday to Friday.