Refund policy
Last updated: 8/19/2026
We want you to be happy with your order. Because KOYA is a skincare product applied directly to the skin, hygiene rules limit what we can accept back — please read this before ordering.
Returns on unopened products
You may return unopened, unused bars in their original sealed packaging within 14 days of delivery for a refund of the product price.
To start a return, email koyashoplb@gmail.com with your order number and let us know what you'd like to return. We'll confirm the return address. Please don't send anything back before contacting us — returns sent without confirmation may not be processed.
Return shipping is paid by you unless the item was damaged, faulty, or not what you ordered.
Opened or used products
For health and hygiene reasons we cannot accept returns on bars that have been opened or used, unless the product is faulty or was damaged in transit. This is standard for cosmetics and personal-care items.
Damaged, faulty or incorrect orders
If your order arrives damaged, faulty, or isn't what you ordered, email koyashoplb@gmail.com within 3 days of delivery with your order number and a photo of the item and packaging. We'll replace it or refund it in full, including any return postage. You won't need to pay anything.
If your skin reacts
KOYA contains active ingredients including kojic acid, retinol and vitamin C. We recommend a patch test before first use, and discontinuing use if irritation occurs.
If you've had a reaction, please contact us and tell us what happened — we take it seriously and it helps us advise other customers. We can't accept the opened product back for hygiene reasons, but we'd still like to hear from you.
If you experience a severe or persistent reaction, please consult a doctor or pharmacist.
Refund timing
Once we receive and inspect your return, we'll email you to confirm. Approved refunds are issued to your original payment method within [5–10] business days. Depending on your bank or card issuer, it may take a further few days to appear on your statement.
Original shipping charges are non-refundable unless the order was faulty or incorrect.
Sale items and bundles
Bundles are refunded as a whole. If you return part of a discounted bundle, the refund is calculated at the single-unit price for the items you keep.
Cancellations
If you need to cancel, email us as soon as possible. We can usually cancel before dispatch. Once an order has shipped, please follow the return process above.
Your statutory rights
Nothing in this policy affects your legal rights under the consumer law of your country. If local law gives you stronger protection than this policy, that law applies.
Contact
Koya Mansourieh, Metn, Lebanon
Email: koyashoplb@gmail.com