Refund & Return Policy

Last Updated: September 22, 2026

At ELYX Beauty, operated by KPO Investments, we want customers to have a clear understanding of our return and refund procedures. This Refund & Return Policy describes the circumstances under which products may qualify for a return, replacement, refund, or other resolution. Please review this policy before completing your purchase.

1. Return Eligibility

Eligible return requests must generally be submitted within 7 days of confirmed delivery. To qualify, an item must generally:

• Be unused
• Be unopened
• Remain in its original packaging
• Have original seals, labels, and protective packaging intact
• Be in substantially the same condition in which it was received
• Include proof of purchase or sufficient order information

Products that do not satisfy these requirements may be ineligible for return.

2. Hygiene and Personal Care Products

Because beauty and personal care products may come into direct contact with the face, skin, hair, or body, certain items cannot be returned once opened, used, tested, or unsealed for health and hygiene reasons. This may include skincare products, creams, lotions, cleansers, serums, masks, cosmetics, body care products, lip products, and other personal care items.

An opened or used item will generally be treated as final sale unless it was damaged, defective, incorrect, or otherwise subject to a remedy required by law.

3. Non-Returnable Items

The following are generally not eligible for return:

• Opened or used beauty products
• Products with removed or broken hygiene seals
• Products returned after the 7-day return period
• Products damaged after delivery through misuse or improper storage
• Clearly identified final-sale items
• Gift cards, if offered
• Complimentary or promotional items
• Items without sufficient proof of purchase
• Items materially different from their condition at delivery

Mandatory consumer rights remain unaffected.

4. How to Request a Return

Contact us before returning any product at adminelyxbeauty@gmail.com. Please provide your full name, order number, email address associated with the purchase, product being returned, reason for the request, and relevant photographs where appropriate.

Do not send a product back until return instructions have been provided. Unauthorized returns may be delayed or may not qualify for a refund.

5. Damaged, Defective, or Incorrect Products

If an order arrives damaged, defective, leaking, broken, or contains an incorrect item, please contact us within 48 hours of delivery. Include your order number, a description of the issue, clear photographs of the affected item, photographs of the shipping packaging, and photographs showing visible damage where applicable.

Please retain the product and original packaging while the claim is reviewed. Depending on the circumstances and availability, an approved resolution may include a replacement, refund, store credit, or another reasonable remedy.

6. Missing Items

If an item is missing from your package, contact us promptly after delivery. We may request photographs showing the products received, shipping package, shipping label, and internal packaging materials to investigate fulfillment and shipping records.

7. Return Shipping

Unless the return results from an error attributable to ELYX Beauty, such as a verified incorrect, defective, or damaged item, return shipping costs are generally the customer’s responsibility. Original shipping charges are generally non-refundable. Where a return is caused by our verified error, we may provide shipping instructions, a return label, or reimbursement for reasonable return shipping costs as appropriate.

8. Return Shipment Responsibility

Where you are responsible for returning a product, we recommend using a trackable shipping service. ELYX Beauty is not responsible for return packages that are lost, misdirected, damaged during return transit, or sent contrary to provided return instructions. Unless we advise otherwise, refunds normally cannot be completed until the returned item has been received and inspected.

9. Return Inspection

Authorized returns may be inspected to verify product condition, original packaging, hygiene and security seals, whether the product has been used, whether the returned item matches the original purchase, and whether all relevant components are present. We will notify you whether the return has been approved or declined.

10. Refunds

Approved refunds will ordinarily be issued to the original payment method unless another method is legally required or mutually agreed. After a return is received and approved, we generally process the applicable refund within 5–7 business days. Banks, card issuers, and payment providers may require additional time to post the refund after it has been issued.

11. Shipping Charges

Original shipping and delivery charges are generally non-refundable. Shipping charges may be refunded where we sent an incorrect product, a product was verified as damaged or defective, or applicable law requires a refund. Expedited or additional delivery-service fees may also be non-refundable after the applicable service has been performed.

12. Partial Refunds

Where permitted by applicable law, a partial refund may be issued if an otherwise eligible return is missing packaging or components, the product was damaged after delivery, the item’s condition materially deteriorated, or only part of an order qualifies for a refund. Any applicable reduction will be communicated to the customer.

13. Exchanges

We do not guarantee direct exchanges. If an item is damaged, defective, or incorrect, a replacement may be provided depending on availability. For preference-based returns, customers may be required to return an eligible item for a refund and place a separate order.

14. Cancellations and Order Changes

To request cancellation or modification, contact adminelyxbeauty@gmail.com. We will make reasonable efforts to assist but cannot guarantee cancellation or modification once an order has entered processing, fulfillment, or shipment. Orders that have already shipped will generally be handled under this Refund & Return Policy.

15. Refused and Undeliverable Packages

Orders returned because of an incorrect address, incomplete address, refusal of delivery, unclaimed package, or another customer-related delivery issue may be subject to applicable shipping and return-to-sender costs where permitted by law. Additional charges may apply if the customer asks for the order to be reshipped.

16. Allergic Reactions and Product Compatibility

Beauty and personal care products may affect individuals differently. Customers should review ingredient information and usage instructions, particularly when they have known allergies or sensitivities. Except where applicable law requires otherwise, a product generally does not qualify for return solely because it did not produce the customer’s desired cosmetic result, did not suit a personal preference, or caused a reaction associated with a known allergy or sensitivity. If irritation or an unexpected reaction occurs, discontinue use and seek appropriate professional advice when necessary.

17. Promotional and Complimentary Products

Products provided free as part of a promotion generally do not have refundable cash value. Where returning a qualifying purchase causes the order to no longer satisfy the terms of a promotion, promotional discounts or complimentary products may be taken into account when determining the eligible refund where permitted by law.

18. Chargebacks and Payment Disputes

We encourage customers to contact us before initiating a payment dispute or chargeback at adminelyxbeauty@gmail.com. We will review the issue and attempt to provide an appropriate resolution. Fraudulent, inaccurate, or abusive payment disputes may be contested using applicable transaction, order, shipping, delivery, and communication records.

19. Return and Refund Abuse

We reserve the right to decline a return, refund, or replacement where we reasonably identify fraud or abuse, including false claims, repeated abuse of return procedures, manipulated photographs or evidence, unauthorized payment activity, or attempts to return products not purchased from ELYX Beauty. Any decision will be made reasonably and subject to applicable law.

20. Consumer Rights

This policy supplements rather than replaces consumer rights that cannot legally be excluded. Where applicable law gives a customer additional rights or remedies, those rights remain available.

21. Changes to This Policy

We may update this Refund & Return Policy periodically to reflect changes to our products, procedures, operations, or applicable requirements. The current version will be identified by the “Last Updated” date.

22. Contact Us

For return, refund, replacement, cancellation, or damaged-item inquiries, please contact:

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