Returns & Refunds

The short version: you have 30 days from delivery to return most products. You cover return postage, and a 10% restocking fee is deducted from the refund. Bundles, subscription orders and sale items can't be returned. If something arrived damaged, wrong, or didn't arrive at all, that isn't a return — we fix it at no cost to you.

We've put the costs at the top rather than the bottom, because you should know them before you order, not after.

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If something went wrong on our end

None of the conditions below apply to any of this. These are our problems to fix.

Damaged in transit. Contact us within 5 days of delivery. Photos are enough — don't send anything back. We'll replace it at no cost.

Wrong or missing item. Email us and we'll ship the right one immediately. If you'd rather have the money back, we'll refund instead.

Your parcel didn't arrive. If tracking hasn't updated in 3 business days, or the carrier marked it delivered and it isn't there, email us with your order number. We'll open a trace with the carrier and work it through with you.

A formula that doesn't behave as described. Tell us what happened. If a product isn't performing the way we said it would, we want to know, and we'll sort it out with you directly.

Standard returns

If you simply don't want a product, you can return it within 30 days of the delivery date, provided the bottle is at least 25% full.

What it costs you: return postage, plus a 10% restocking fee deducted from the approved refund. Original shipping isn't refunded.

What can't be returned:

• Sale items
• Product sets and bundles
• Subscription orders
• Promotional offers, including buy-one-get-one, gifts with purchase and bonus sizes
• Gift cards, which can't be refunded or exchanged for cash except where the law requires it

We don't offer exchanges. If you want a different product, return the first and place a new order.

How to start a return

1. Email info@khold.ca with your order number, the products you want to return, and the reason.
2. We'll review it within 3 to 5 business days.
3. If it's approved, we'll send you a Return Authorization Number (RAN) and instructions.
4. Write the RAN clearly on the outside of the parcel, or include it inside with your paperwork.
5. Post it within 7 business days of the RAN being issued.

A RAN expires after those 7 business days. We can't accept parcels sent without one — not to be difficult, but because an unlabelled box arriving at a manufacturing facility can't be matched to an order.

If we can't approve a return, we'll tell you why and offer an alternative where one exists.

Where to send it

Khold Skincare Attn: Returns Department 105 Tycos Drive Toronto, Ontario M6B 1W3 Canada

In Canada: please use Canada Post. Don't use FedEx, UPS or DHL unless we've specifically asked you to.

Outside Canada: use your local postal service unless we tell you otherwise. Complete the customs declaration accurately.

Either way, we'd strongly recommend a tracked service and keeping your receipt. We can only refund merchandise that physically reaches our warehouse.

Duties and taxes on orders to the United States

Import duties, taxes and customs brokerage fees are set and collected by U.S. Customs and the carrier, not by us. We never receive that money, so we can't refund it — including when the order itself is refunded.

If a parcel is refused at delivery and comes back to us, the original shipping cost and any return charges the carrier applies will be deducted from your refund.

We know that's not the answer anyone wants. We're working toward prepaid duties on U.S. orders. If it's a problem for your order, email info@khold.ca before you buy and we'll tell you what we can.

How refunds are issued

Refunds go to the original payment method once we've received and processed the return. You'll get an email confirmation when it's done. How quickly it appears after that depends on your bank or card issuer.

Bought somewhere other than khold.ca

We can only process returns and refunds for orders placed directly through khold.ca.

For anything bought from an authorized retailer or a live shopping channel, please contact them. Their policy applies, and in some cases it's more generous than ours.

Excessive return activity

Where return activity is unusual or repeated, we reserve the right to decline a return, to suspend an account, or to limit future orders. If you think we've got that wrong, email us and a person will look at it.

Your statutory rights

Nothing here limits any rights you have under applicable consumer protection law. Where local law gives you a stronger remedy than this policy does, that law applies.

Questions

Email info@khold.ca and we'll come back to you within one business day.