Returns & Refund Policy

Last updated: August 23, 2026

At Kixly, we want you to feel confident when shopping with us. If you have any questions or concerns about your order, our customer support team is here to help.

1. Right to Cancel Your Order

If you are a consumer purchasing from the European Union, you generally have the right to withdraw from your purchase within 14 days of receiving your order, without giving a reason, subject to the exceptions provided by applicable law.

To exercise your right of withdrawal, please contact us at:

Email: kixlykixly@gmail.com

Your request should include your order number and a clear statement that you wish to withdraw from the purchase.

2. Returns of Cosmetic Products

For hygiene and health-protection reasons, certain cosmetic products supplied in sealed packaging may not be eligible for return once the sealed packaging has been opened, where this exclusion applies under applicable law.

For unopened and eligible products, the product should be returned in a condition that complies with applicable law and our return requirements.

This does not affect your statutory rights regarding products that are defective or not in conformity with the contract.

3. Return Conditions

To help us process your return as quickly as possible:

• Please contact us before sending your return.
• Include your order number with your return request.
• Products should be returned securely packaged.
• Where applicable, products should remain unopened and sealed.
• Please do not send a return to an address other than the return address provided by our customer service team.

Return address:
Przyjazna 11
21-500 Grabanow
Lubelskie
Poland

4. Return Shipping Costs

Unless otherwise required by applicable law, the cost of returning a product after exercising the right of withdrawal is the responsibility of the customer where the customer has been properly informed of this cost before purchase.

If a product is defective or not in conformity with the contract, different rules may apply and we will handle the return in accordance with applicable consumer law.

5. Refunds

Once we receive your returned product, or receive appropriate evidence that it has been sent back, we will process your refund in accordance with applicable law.

Where a valid withdrawal applies, refunds are generally made without undue delay and no later than 14 days after we receive the withdrawal statement. We may withhold the refund until we receive the returned product or evidence that it has been sent back, whichever occurs first.

Refunds will normally be made using the same payment method used for the original transaction, unless another method has been agreed with you and does not result in additional costs for you.

6. Original Shipping Costs

Where a consumer validly withdraws from a distance contract, applicable law generally requires reimbursement of the standard delivery cost paid by the consumer. Additional costs resulting from choosing a more expensive delivery method are not necessarily refundable.

7. Damaged, Defective or Incorrect Items

If your order arrives damaged, defective, or you receive an incorrect product, please contact us as soon as possible at:

kixlykixly@gmail.com

Please include your order number and, where helpful, photographs showing the issue.

We will review the matter and provide an appropriate solution in accordance with applicable consumer law.

For products that are not in conformity with the contract, consumers have statutory rights that are separate from the voluntary return policy.

8. Contact Us

If you have any questions about returns, refunds or your order, please contact us:

Kixly
Email: kixlykixly@gmail.com
Return address: 

Przyjazna 11
21-500 Grabanow
Lubelskie
Poland

We are happy to help.