Refund & Return Policy
Refund & Return Policy
This Refund & Return Policy applies to all purchases made on this website operated by NOVEX GROUP PTE. LTD.
We want you to be satisfied with your purchase. Please read the following conditions carefully before requesting a return or refund.
1. Right of Withdrawal (EU Customers)
In accordance with European consumer protection laws, customers located in the European Union have the right to withdraw from their purchase within 14 days of receiving their order, without providing a reason.
To exercise this right, you must notify us by email at contact@kosalei.com within the 14-day period.
2. Return Conditions
To be eligible for a return, the following conditions must be met:
The product must be unused, unopened, and in its original packaging
The product must be in resalable condition
The return request must be submitted within 14 days of receipt
For hygiene and safety reasons, opened or used products are not eligible for return, unless the product is defective or damaged upon arrival.
3. Non-Returnable Items
The following items are not eligible for return or refund:
Opened or used skincare, cosmetic, or personal care products
Products damaged due to misuse or improper handling
Products returned without prior authorization
4. Return Process
To initiate a return, please contact us at contact@kosalei.com with the following information:
Order number
Reason for return
Photos (if the product arrived damaged or defective)
Once your return request is approved, you will receive instructions on how and where to send your return.
Return shipping costs are the responsibility of the customer unless the product is defective or incorrect.
5. Refunds
Once we receive and inspect the returned product, we will notify you of the approval or rejection of your refund.
If approved, the refund will be processed to the original payment method within a reasonable timeframe.
Original shipping fees are non-refundable unless required by applicable law.
6. Damaged or Defective Products
If your order arrives damaged or defective, please contact us within 48 hours of delivery with clear photos of the product and packaging.
In such cases, we will offer a replacement or a refund at no additional cost.
7. Late or Missing Refunds
If you have not received a refund after approval, please check with your bank or payment provider first.
If the issue persists, contact us at contact@kosalei.com and we will assist you.
8. Contact Information
For any questions regarding returns or refunds, please contact us at:
Email: contact@kosalei.com
Company: NOVEX GROUP PTE. LTD
Country of incorporation: Singapore