Refund policy

Return and refund policy

Last updated: 25 October 2026

Right of withdrawal Whatever the country of delivery, you have 14 days from receipt of your order to return a product to us, without having to give a reason (article L221-18 of the French Consumer Code for customers in the European Union).

Conditions for a refund The product must be returned unopened, unsealed, in its intact original packaging, together with the proof of purchase. In accordance with article L221-28 of the French Consumer Code, cosmetic products that have been unsealed or opened cannot be taken back under the right of withdrawal, for reasons of hygiene and health protection. As our products are made to order by our manufacturing partner, the partner does not accept returns in its own name: every return must be sent to Kinselo, which remains your only contact.

How to exercise your right of withdrawal You can make your request from your customer account, at https://kinselo.com/account, by selecting your order, or contact us at contact@kinselo.com with your order number. We will send you the procedure and the return address: 7 rue Félix Potin, 91290 Arpajon, France.

Return costs and refund Return costs are your responsibility. In accordance with article L221-24 of the French Consumer Code, we refund all amounts paid, including the initial delivery costs at the rate of the least expensive standard delivery method offered, within 14 days of receiving the returned product or the proof of shipment, to the payment method used for the order.

Defective or damaged product on receipt If a product arrives damaged or defective, contact us within 5 days of receipt at contact@kinselo.com with your order number, photos of the product and the packaging, and the address to which the replacement should be sent. As Kinselo is your only contact, we pass your request on to our manufacturing partner, which replaces the product, usually within 72 hours after the request is validated. This does not affect your legal rights under the legal guarantee of conformity.