Refund policy
Effective date: 30 August 2026
Skincare has to be used before it can be judged. That is the whole reason this policy is written the way it is: a sealed-only return policy on a face product is a way of saying no.
Thirty days, opened is fine
Use it twice a day. If within thirty days of delivery your skin is no better, write to hello@kimjie.com with your order number and send it back — opened, half empty, it does not matter. We refund the price of the Product to your original payment method within fourteen days of receiving it.
This applies once per customer, to Products bought directly on kimjie.com. Return shipping is at your cost unless the Product arrived damaged, faulty or wrong. We cannot process a return for a Product bought anywhere other than kimjie.com — we do not sell through resellers, so if you bought it elsewhere it did not come from us.
Damaged, faulty or not what you ordered
Email hello@kimjie.com within thirty days of delivery with your order number and a photograph of the problem. We replace it or refund it in full, including the shipping you paid, and we cover the cost of sending it back. You do not have to return a Product that arrived broken unless we ask you to.
If you live in the EU or the UK: fourteen-day right of withdrawal
Separately from everything above, you have a statutory right to withdraw from a distance purchase within fourteen days of receiving it, without giving a reason. To use it, tell us within those fourteen days — an email to hello@kimjie.com is enough, and you may use the model withdrawal form if you prefer — and send the Product back within fourteen days of telling us.
We refund the price of the Product and the standard outbound shipping cost within fourteen days of receiving it back, or of your proof that you sent it, whichever comes first. If you chose a more expensive delivery method than our standard one, we refund the standard cost. The cost of returning the Product is yours.
Under this statutory right you may handle the Product as you would in a shop. If you have used it beyond that, we may reduce the refund to reflect the loss in value. In practice you will almost always be better off using the thirty-day terms at the top of this page, which do not carry that reduction — you may choose either.
Subscriptions
Skip, pause, change or cancel at any time from your account or by writing to hello@kimjie.com. A cancellation applies to any order that has not been processed yet. An order that has already shipped is treated under the thirty-day terms above. We do not charge a cancellation fee and there is no minimum number of deliveries.
Exchanges
We do not run exchanges. Send it back under either of the terms above and place a new order — it is faster than any exchange we could organise.
How to return something
- Email hello@kimjie.com with your order number and one line about what happened.
- We reply with the return address and instructions, usually the same day.
- Send it, and keep the proof of postage until the refund lands.
Please do not send anything back before you hear from us — an unannounced parcel is hard to match to an order and slows your own refund down.
When the money arrives
Refunds go back to the payment method you used; we cannot send them anywhere else. We process them within fourteen days of receiving the return, usually much sooner. From there your bank decides, which is normally five to ten working days.
Questions
hello@kimjie.com. A person reads it, and nothing here is a trick question.