Refund and Returns Policy

Exchanges, Returns and Refunds Policy

Our greatest commitment is to your satisfaction.

If, upon receiving your product, you identify a manufacturing defect, receive an incorrect product, or wish to exercise your right of return in accordance with applicable Mexican law, KOREYA provides this Exchanges, Returns and Refunds Policy.

At KOREYA, we work to offer quality products, efficient customer service, and a secure shopping experience. This policy is governed by Mexico’s Federal Consumer Protection Law, as well as all other applicable provisions relating to e-commerce and consumer protection.

1. Right of Withdrawal

For purchases made online, the customer may withdraw their consent and request the return of their purchase within 5 business days from the date the product is delivered.

To exercise this right, the customer must notify KOREYA of their request within the period stated above.

The product must be returned in suitable condition, without signs of improper use, together with its accessories, labels, manuals, and original packaging whenever possible.

For hygiene and safety reasons, beauty, cosmetic, or personal care products that have been opened, used, improperly handled, or had their safety seal removed may be subject to inspection before the return is approved, unless there is a manufacturing defect, an incorrect product was received, or KOREYA failed to fulfill its obligations.

In cases of withdrawal based on the customer’s decision, return shipping, freight, or insurance costs may be the customer’s responsibility, in accordance with applicable law.

2. How to Request an Exchange or Return

To request an exchange, return, or refund, the customer must send an email to:

Email: soporte@koreyabeauty.com

The message must include:

Order number;
Full name;
Reason for the request;
Photographs or videos of the product, when applicable;
Evidence of the packaging received in cases of damage, incorrect products, or visible defects.

Our team will review the request and send the appropriate instructions for proceeding with the process.

3. Product Inspection

Once the returned product has been received by our distribution center or at the location specified by KOREYA, an inspection will be carried out to verify:

The physical condition of the product;
Whether the product corresponds to the order placed;
Whether there is a manufacturing defect;
Whether there are signs of improper use, accidental damage, alteration, or inappropriate handling;
Whether the request complies with this policy and applicable law.

After the request has been reviewed and approved, the customer may choose, as applicable:

An exchange for the same product;
An exchange for another product available in stock;
A refund of the amount paid;
Another solution agreed upon by the customer and KOREYA.

4. Refund Time Frame and Method

Once the return has been approved, the refund will preferably be issued through the same payment method used for the purchase, unless the customer expressly agrees to another available method.

Estimated time frames are as follows:

Credit or Debit Card

The refund request will be processed through the corresponding financial institution or payment platform. The time required for the amount to appear in the customer’s account will depend on the issuing bank, payment platform, and the customer’s billing cycle.

Bank Transfer or Other Electronic Payment Methods

The refund may be issued within up to 10 business days after the return has been approved and the necessary customer information has been received.

KOREYA will notify the customer once the refund request has been processed.

5. Products with Manufacturing Defects

All products are covered by a minimum legal warranty of 30 days from the date of delivery, in accordance with applicable Mexican law.

The warranty covers manufacturing defects identified during the normal use of the product, provided that such defects are not caused by:

Improper use of the product;
Drops, impacts, or accidents;
Damage caused by liquids, excessive moisture, or improper exposure;
Unauthorized alterations, modifications, or repairs;
Use that differs from the product instructions;
Improper storage of the product.

If a manufacturing defect is confirmed, KOREYA may offer the customer, as applicable:

Replacement of the product;
Exchange for another available product;
Refund of the amount paid;
Another solution applicable under the law.

In cases involving a confirmed defect, incorrect product, or an error attributable to KOREYA, the shipping costs associated with the return or replacement will be covered by KOREYA.

6. Incorrect, Incomplete, or Different Product

If the customer receives a product that is different from the one purchased, incomplete, or does not match the characteristics offered at the time of purchase, they must contact KOREYA as soon as possible through the official email address.

The request must include photographs of the product received, the packaging, and the order number.

Once the case has been verified, KOREYA will offer a solution at no additional cost to the customer. This may include an exchange, replacement, or refund, as applicable.

Party Responsible for the Replacement Process

Koreya Beauty is responsible for your purchase and your experience as a customer.

All communication, support, and customer service are managed exclusively by Koreya Beauty through:

soporte@koreyabeauty.com

7. Exceptions

The following products will not be eligible for exchange or refund due to personal preference, withdrawal after the applicable deadline, or improper use:

Personalized products;
Made-to-order products;
Opened or used products when no manufacturing defect exists;
Products with removed safety seals when, for hygiene reasons, they cannot be returned to inventory;
Products damaged due to misuse, accidents, or improper handling by the customer.

These exceptions do not apply when the product has a manufacturing defect, does not meet the characteristics offered, or the issue results from an error attributable to KOREYA.

8. Shipping Costs

Shipping costs will be applied as follows:

Withdrawal or Return Based on the Customer’s Decision Within the Legal Period

Return shipping, freight, or insurance costs may be the customer’s responsibility.

Product with a Confirmed Manufacturing Defect

KOREYA will cover the shipping costs required for the return, exchange, or replacement.

Incorrect Product or Shipping Error

KOREYA will fully cover all costs associated with correcting the order.

Incorrect Address or Incomplete Information Provided by the Customer

Reshipment may be subject to payment of an additional shipping fee.

9. Compensation in Accordance with the Law

The customer may be entitled to a replacement, a refund of the amount paid, and, where applicable, the corresponding bonus or compensation.

Each case will be reviewed individually, considering the reason for the request, the condition of the product, and applicable law.

10. General Conditions for Accepting a Return

For a return to be processed correctly, the customer must:

Request the return within the applicable period;
Provide the order number or proof of purchase;
Follow the instructions provided by KOREYA;
Send the product to the location specified by our team;
Keep the product in suitable condition until it is returned;
Provide photographs or other evidence when requested.

KOREYA reserves the right to reject requests that do not comply with this policy or that show signs of improper use, fraud, intentional damage, or unauthorized handling.

11. Response Time

Our goal is to respond to all requests within 2 business day.

Requests submitted outside customer service hours will be answered on the next business day.

12. Support and Customer Service

For questions or requests involving exchanges, returns, or refunds, customers may contact us through our official channel: