Refund policy

Return Policy

At Kyxo Skin, we want you to be completely satisfied with the craftsmanship and functionality of your aesthetic skincare devices. Our return policy is structured in full accordance with the Australian Consumer Law (ACL). Due to strict personal grooming hygiene standards, direct facial epidermal contact, and dermal bio-safety protocols, please review our return conditions below carefully.

1. Return Window

Customers have the right to request a return within 30 days from the documented date of delivery. Return requests submitted after this 30-day period will not be accepted for change of mind.

2. Change of Mind Eligibility & Conditions

To qualify for a valid return and subsequent refund under our change-of-mind policy, your items must strictly adhere to the following criteria:

  • The LED mask, sonic cleansing brush, eye wand, or facial steamer must be completely unopened, unused on skin, unpowered, and in its original, factory-sealed condition.
  • Personal Care Hygiene & Bio-Safety Standards: Skincare hardware that comes into direct contact with facial pores, cosmetic serums, or delicate eye contours represents intimate personal care equipment. For public health reasons, items cannot be returned if the outer factory shrink-wrap, transparent security tape, or tamper-evident seal has been opened, peeled, or broken. We strictly cannot accept devices showing facial oil smudges, cosmetic residue, foundation marks, or water inside mist reservoirs.
  • Silicone touchpoints, chrome galvanic plates, and optical LED shields must be 100% scratch-free and immaculate.
  • All original packaging, molded protective internal trays, USB charging cables, silicone eye protection cups, fabric storage bags, and printed instruction manuals must remain complete inside the original retail box.
  • Items showing signs of skin application, wet water tanks, scratched housings, or damaged retail cartons will be strictly rejected during our quality inspection.

3. Australian Consumer Law (ACL) Guarantee

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

4. Return Shipping Costs

For change-of-mind returns, the customer is responsible for paying all shipping costs associated with returning their items. Return shipping costs are non-refundable. Due to integrated rechargeable lithium battery cells and sensitive optoelectronic components, we recommend using a trackable shipping service and purchasing parcel insurance, as Kyxo Skin cannot guarantee receipt of returned items without tracking proof.

5. How to Initiate a Return

  1. Contact our customer concierge team at support@kyxoskin.store within 30 days of delivery. Please include your order number, beauty device model, and reason for return.
  2. Our support team will review your request and provide you with an authorized return warehouse address, an RMA number, and specialized shock-proof packaging instructions.
  3. Do not mail your items back to the address printed on the original shipping label or our corporate administrative address. Returns sent to unauthorized addresses cannot be processed.

Refund Policy

This Refund Policy details our procedures regarding order cancellations and the financial resolution of authorized returns.

1. Order Cancellations and Modifications

  • If you need to cancel or modify your order (such as changing a device colorway, model variation, or delivery address), contact us immediately at support@kyxoskin.store.
  • We enforce a strict 1 - 2 hour cancellation window from the exact time of purchase.
  • Once this window has passed, your order is automatically transmitted to our automated fulfillment network and cannot be altered or canceled. If you no longer want the items, you will need to accept delivery and follow our standard Return Policy.

2. Inspection and Approval Process

Once your returned package arrives at our designated logistics facility, our beauty hardware quality team will inspect each item to verify compliance with our return conditions (unbroken factory security seals, unpeeled shrink wrap, pristine unblemished chrome/silicone surfaces, dry water tanks, and undamaged retail carton). Following inspection, we will send you an email notifying you whether your refund has been approved or rejected.

3. Refund Timing

If your return is approved, your refund will be processed immediately. The funds will automatically be credited back to your original payment method (e.g., Credit Card, PayPal) within 3 to 10 business days.

4. Delayed or Missing Refunds

If you have received an approval notice but have not seen the credit reflected in your account:

  • Check your bank account or credit card statement again.
  • Contact your bank or financial institution, as processing times vary before funds officially post.
  • If you have completed these steps and still have not received your refund, please contact us at support@kyxoskin.store for further assistance.