Returns & Refunds

We make skincare we'd happily use ourselves, and we want you to feel the same way about it. If something isn't right, we'll sort it out. Here's exactly how it works — no small print designed to trip you up.

Changed your mind?

If you've ordered from us and decided it's not for you, you have 14 days from the day your order arrives to let us know you'd like to cancel. You then have a further 14 days to send the item back.

This applies to unopened, unused products in their original, sealed packaging. As soon as you've told us you want to return something, we'll talk you through the next steps.

A note on opened skincare

Because our products go on your skin, hygiene rules apply. Once a product's seal is broken or it's been used, we can't accept it back for a change-of-mind return — the same way you'd expect from any skincare brand. This keeps every product that reaches a customer safe and untouched.

This doesn't affect your rights if something arrives faulty or damaged (see below).

Faulty, damaged, or wrong items

If your order turns up damaged, faulty, or simply isn't what you ordered, that's on us to put right. Get in touch within 30 days of receiving it and we'll arrange a replacement or a full refund, including any postage you paid — whichever you'd prefer. We may ask for a quick photo so we can sort it fast and make sure it doesn't happen again.

How to start a return

1. Email us at hello@keylo.com with your order number and a quick note on what's wrong or why you'd like to return it.
2. We'll confirm your return and send you the return address (and a photo request, if it's a damage or fault claim).
3. Pop the item back to us, well packaged so it survives the journey.

Your refund

Once your return reaches us and we've checked it over, we'll process your refund within 5 working days. It'll go back to your original payment method, and your bank may take a few extra days to show it on your statement.

For change-of-mind returns, we refund the cost of the product. The original delivery charge and the cost of return postage are yours to cover, unless the item was faulty, damaged, or sent in error — in which case we cover everything.

Exchanges

Fancy swapping for the other half of the ritual — Cream of Dreams for the Lotion, say? The simplest route is to return your unopened item for a refund and place a fresh order for the one you'd like. If you'd rather we handle it directly, just ask and we'll do our best.

Still got a question?

We'd genuinely rather hear from you than have you guessing. Reach us at hello@keylo.com or through our [Contact page] and we'll get back to you quickly.

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This policy doesn't affect your statutory rights under the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015.