Refunds & Returns Policy

Thank you for shopping with K-BIEN. We hope you love your new haircare products! If you’re not completely happy with your purchase, please read our returns and refund policy below.

1. Your Legal Right to Cancel (UK Consumers)

If you purchased online or by mail, you have the right to cancel your order within 14 days of receiving your items, under the Consumer Contracts Regulations 2013.
You do not need to give a reason to cancel, but certain products are exempt from returns for hygiene or safety reasons (see section 2).

If you wish to cancel your order, please email kbienkbn@gmail.com with your order number and request within 14 days of delivery.

2. Items Excluded from Returns

For hygiene and safety reasons, we cannot accept returns or offer refunds on the following items once opened or unsealed:

  • Shampoo or conditioner bottles where the seal has been broken or the product has been opened or used.

  • Hair bonnets, if they have been worn or removed from sealed packaging.

  • Any other personal-care product that cannot be resold for health protection reasons.

If these items are returned opened, we will not be able to issue a refund or replacement.

3. Returnable Items

We gladly accept returns for:

  • Unopened and unused shampoo and conditioner (with the seal intact).

  • Unopened hair bonnets (still sealed in original packaging).

  • Unused hair brushes in resalable condition, with packaging intact.

Returned items must reach us within 28 days of delivery and include your order number and proof of purchase.

4. Faulty or Damaged Items

If an item arrives faulty, damaged, or incorrect, please contact us within 7 days of receiving your order.
We’ll ask for photos and a brief description of the issue, and once verified, we’ll arrange a replacement or full refund, including any standard delivery charges.

This does not affect your legal rights under the Consumer Rights Act 2015, which entitles you to goods that are as described, of satisfactory quality, and fit for purpose.

5. How to Return

To start a return, please email kbienkbn@gmail.com with:

  • Your order number

  • The item(s) you wish to return

  • The reason for return

Once approved, we’ll provide you with the return address and instructions.
Please ensure the item is securely packaged — we recommend using a tracked service, as we cannot be responsible for items lost in transit.

6. Refunds

Refunds are processed within 7–10 working days of us receiving your return, back to your original payment method.
You’ll receive an email confirmation once your refund has been issued.

Please note:

  • Original shipping costs are non-refundable (unless the item is faulty).

  • We reserve the right to refuse a refund if goods are returned used, unsealed, or damaged through misuse.

7. Exchanges

We don’t currently offer direct exchanges. If you’d like a different item, please return your order for a refund and place a new order separately.

8. Contact Us

For any questions about returns or refunds, reach out to us at:
kbienkbn@gmail.com