Returns & Exchanges

We want you to enjoy not only the makeup products you love but also a worry-free and pleasant shopping experience. If there are issues with the items you receive, or if you change your mind after purchase, please refer to this policy for information on return requests, refund processing, and order cancellations.

This policy applies to orders placed via kinavatar.com. Regardless of the terms herein, any mandatory consumer rights and remedies granted by applicable law remain unaffected.

What if there is an issue with the items received?

If your package arrives with damaged items, liquid leakage (where applicable), missing items, incorrect items, defective products, or if the items received differ substantially from the order description, please contact us as soon as possible at Support@kinavatar.com.

To help us resolve the issue effectively, please provide:

• Order number
• Name of the item(s) with the issue
• A detailed description of the issue
• Photos clearly showing the issue

We will verify the order details based on the specific circumstances and discuss an appropriate solution with you.
If the issue is our responsibility, any associated return costs or other reasonable expenses will be handled in accordance with the situation and applicable law. For eligible orders with issues, you will not necessarily be required to cover the return shipping costs yourself.

Please note that while photos or unboxing videos help us understand the situation, an unboxing video is not the sole basis for submitting a claim. Your statutory rights—such as the right to repair, replacement, refund, cancellation, or other remedies for defective, damaged, or incorrectly shipped items—are not limited by this website’s voluntary return rules.

How are refunds processed?

Once a refund request is approved, we aim to process the refund within 10 business days.

Where applicable and feasible, refunds will be issued to the original payment method. After we process the refund, your bank or payment provider may require additional time to reflect the funds in your account; the actual time for the funds to appear depends on the processing speed of the relevant financial institution.

We will not arbitrarily charge restocking fees, administrative fees, or other deductions from your refund without confirmation or a valid basis. If the refund timeframe stipulated by applicable law is earlier than the processing target mentioned above, we will fulfill our obligations within the timeframe required by applicable law.

14-Day Return Period

If you change your mind after receiving your order, you may request a return within 14 days of receipt, provided the items meet the return conditions set out in this policy and are subject to applicable law.

To submit a request, please email Support@kinavatar.com with the following information:

• Order number
• Item(s) and quantity to be returned
• Reason for the return request

Please contact us to confirm return eligibility, shipping methods, and specific arrangements before sending the items back. Advance communication helps us accurately identify return packages and minimize unnecessary delays.

Return address: RM 701, UNIT 108, 7/F, TWR B NEW MANDARIN PLAZA 14 SCIENCE MUSEUM RD, TSIM SHA TSUI Yau Tsim Mong District Hong Kong

Return Conditions for Makeup Products

Given the hygiene and product protection requirements for makeup and related personal care items, voluntary returns based on personal preference or a change of mind generally require the items to meet the following conditions:

• Item is unused and has not been tested
• Item is unopened
• Original packaging remains intact
• Any hygiene seals, tamper-evident strips, or other protective packaging remain intact

These requirements apply to voluntary returns that meet the relevant criteria. For products such as lipsticks, lip balms, blushes, liquid foundations, setting powders, and makeup removers, specific return eligibility may also depend on the product type, packaging condition, and applicable law.

If an item has been opened or used, or if the original hygiene seal has been broken, we may be unable to accept a voluntary return request based solely on personal preference; however, the specific product condition and applicable law will govern the final decision.

Please note that these hygiene requirements do not automatically preclude your statutory rights to remedies for items that are defective, damaged in transit, shipped incorrectly, or materially different from their description.

For eligible returns based on personal reasons, the customer is responsible for return shipping costs, unless otherwise stipulated by applicable law or agreed upon by both parties.

Return Address and Shipping Arrangements

To ensure returned items are correctly identified and processed, please contact Support@kinavatar.com before shipping them back.

We will confirm the applicable return address and shipping requirements based on your specific order details. Please do not ship items back based solely on the company address listed on the website, as actual return arrangements may require separate confirmation.

When shipping items back, we recommend properly protecting the outer packaging to prevent additional damage during transit and retaining shipping receipts and tracking information to check the package status if necessary.

Returning items without prior contact may increase the time required for identification and processing, but this does not deprive you of any rights granted by applicable law.

How do I return sets, bundled items, or multi-packs?

If items were sold as a single sales unit—such as a gift box, bundle, multi-pack, or other bundled format—and you are requesting a voluntary return for personal reasons, you are generally required to return all items and accessories included in that sales unit.

We generally do not accept voluntary returns for individual items from a set as if they were complete sales units.

If you purchased multiple independent items or different sets in the same order, you generally only need to request a return for the specific sales units that meet the return criteria; you do not need to automatically return every item in the order.

Can I exchange items?

Currently, we do not offer an exchange service.
If you wish to change the color, style, or product after purchase, please contact us first to confirm if the original item is eligible for return. Once the return process for an eligible item is completed, you can place a new order for the item you prefer.

In cases involving quality issues, incorrect items, or other situations requiring replacement, repair, refund, or other remedies under the law, we will handle the matter in accordance with applicable laws.

Can I cancel my order after placing it?

If you need to cancel your order after payment, please contact us as soon as possible at Support@kinavatar.com and include your order number.

We will confirm whether cancellation is possible based on the order’s current processing status. If the order has not yet entered the subsequent processing or shipping stages, cancellation may still be possible; however, if processing has already begun or the order has been handed over to the logistics carrier, we cannot guarantee that the cancellation request will be successful. If you have already received the item(s), any requests for returns or refunds will be processed in accordance with the applicable return policy and legal regulations.

Statutory Right of Withdrawal and Consumer Protection

Depending on your location and applicable laws, you may be entitled to a right of withdrawal for distance purchases, a statutory right of return, or other consumer protection measures.

These rights exist independently of the return arrangements provided by Kinavatar. This policy does not exclude or limit any rights or remedies to which you are legally entitled, regardless of the conditions regarding item condition, return timeframes, or other voluntary return terms stated herein.

Certain items may be subject to specific exceptions permitted by law—such as hygiene-sealed products that have been unsealed, provided they meet relevant legal criteria. Such exceptions apply only to the extent permitted by applicable law and do not automatically apply to all cosmetics or personal care products.

If you are unsure which return rules apply to your order, please contact us at Support@kinavatar.com, and we will assist you with the relevant procedures based on the specifics of your order.

Contact Kinavatar

Please contact our customer service team if you wish to request a return, check the status of a refund, or have any questions regarding this policy.

Contact Email: Support@kinavatar.com

When contacting us, please provide your order number, product details, and a description of the issue so that we can assist you more efficiently.
We value every shopping experience and take every inquiry regarding your order seriously.