Return & Refund Policy

At Kaleia PH, we are committed to ensuring customer satisfaction while complying with DTI regulations. Please review our return and refund guidelines for purchases made through the Kaleia PH Website:

GENERAL POLICY

All product sales made via Shopify—Kaleia PH are considered final. We do not accommodate returns for reasons such as:

  • Change of mind
  • Dissatisfaction with texture, scent, packaging orientation, manufacturing date, or general expectations

Returns and refunds will only be accepted under the following circumstances:

  • Wrong item delivered
  • Damaged product upon receipt of order (with corresponding proof of photos and videos upon opening of order/s)
  • Expired item
  • Incomplete order

RETURN REQUIREMENTS

To process a valid return or refund request, the customer must:

  • Submit the request within 3 days from the date the order was received.
  • Provide the Online order receipt or order confirmation details.
  • Submit a clear unboxing video that captures the full unpacking process from sealed parcel to item inspection.
  • Ensure the item is in the same condition as shown in the video — unused, unopened, and untampered.

Requests submitted without both a receipt and an unboxing video will not be honored.

RETURN PROCESS

Email your return request to cs@kaleia.com.ph with the following details:

  • Full Name
  • Order Number (from the Kaleia PH Website)
  • Date of Purchase
  • Reason for Return (choose: Wrong, Damaged, Expired, Incomplete)
  • Unboxing Video (via Google Drive link or attachment)
  • Photos of the affected product(s)

Once reviewed and approved, our team will provide instructions for returning the product or processing a refund.

Items must be returned within:

  • 2-3 days (Metro Manila)
  • 5-7 days (Greater Luzon)
  • 7-10 days (Visayas & Mindanao)

REFUND OR REPLACEMENT OPTIONS

Replacements will be provided for eligible returns, subject to availability.

If replacement is not possible, a voucher equivalent to the item’s value will be issued, but must be used on the same platform within the year. The voucher is considered non-transferable.

Refunds (if applicable) will be processed through the original payment method.

For card or e-wallet payments, refunds will be processed to the same channel.

For cash or unsupported methods, refunds are available via voucher or store credit.

IMPORTANT NOTES

Return or refund requests will only be honored for products purchased directly from the Kaleia PH website. Items bought from unauthorized resellers or third-party platforms will not be accepted.

All approved returns will be inspected upon receipt. Items not matching the unboxing video may be rejected.

Kaleia PH will shoulder return shipping costs for valid claims involving wrong, damaged, or expired items.

For assistance, please email us at cs@kaleia.com.ph

We appreciate your understanding and support as we continue to bring you clean, effective beauty that you can trust.