Refund policy
Order Cancellation
You are allowed to cancel your makeup order and get a complete refund with zero fees before the goods start processing or leave our warehouse. After the parcel has been shipped out from our storage facility, cancellation requests can no longer be honored.
Return Eligibility, Timeframe & Return Workflow
We accept returns for all cosmetics and skincare goods sold on kyralla. All return requests need to be submitted within 30 calendar days from the date you receive your package.
Step-by-step Return Guide
- Send a return request email to our support inbox service@kyralla.com and attach your valid purchase proof for verification.
- Wait for our team’s reply that includes the designated return warehouse address.
- Pack your items securely and deliver them to the provided location.
Important note: Do NOT ship returned items directly to our raw material suppliers. Only use the return address issued by our support staff.
Return Conditions
Full-sized main products must stay sealed, untouched and untested to qualify for return. Returns will be invalid once the factory seal of full-size goods is broken.
Complimentary mini or sample products can be opened for trial. Testing samples will not void your return qualification for unopened full-size merchandise.
Items must be sent back with their original undamaged packaging, free from marks, dirt or physical harm.
Non-Returnable Products
Due to hygiene and safety considerations, liquid makeup, cream skincare, facial masks and lip gloss cannot be returned once the full-size package seal is opened.
Return Shipping Terms
- Personal-initiated returns (change of mind): The customer covers return postage. Only one return shipping charge will apply for each return shipment. Qualified returns incur no restocking fees.
- Returns caused by our mistakes (damaged, defective or wrong items): We bear all return delivery expenses.
Refund Workflow
Once we receive and inspect your returned package, you will get a notification confirming item receipt. Our team will finish review and decide whether to approve or deny your refund within 3 business days after inspection.
If approved, funds will be sent back to your original payment method such as credit card or PayPal. The actual arrival time varies based on your payment provider’s processing timeline, normally between 3–10 business days.
Delayed or Missing Refunds
If your refund is approved but funds have not arrived:
- First check your account balance.
- Reach out to your bank or payment provider to track the transfer status.
- You may also email our support team at service@kyralla.com so we can help trace your refund record.
Company Information
Operating Entity: Wuhan Jiejin Technology Co., Ltd.
Company Address: Unit D2-021, 2nd Floor, Huitong Highway Port Information Trading Center, South of Shizhigou (South Branch) and East of National Highway 107, Zoumaling Subdistrict, Dongxihu District, Wuhan City, Hubei Province (639)
Support Email: service@kyralla.com
Contact Phone: 17170631183
Business Hours: Monday to Friday: 9:00 AM-5:00 PM