Returns & Refunds

Last updated: October 2026

At Kizelle we want you to be completely satisfied with your purchase. If you are not happy with an item, you may return it in accordance with the EU Consumer Rights Directive and Bulgarian consumer protection law.

1. Right of Withdrawal

You have 14 calendar days from the date you receive your order to request a return, no questions asked.

2. How to Initiate a Return

To start a return, you must contact us first:

• Email: info@kizelle.eu

Please include your order number and the reason for the return. We will provide you with return instructions and a return address.

3. Return Conditions

• Items must be unused, undamaged and in their original packaging.
• Custom-blended or personalised items cannot be returned unless defective.
• Items must be sent back within 14 days of receiving return authorisation.

4. Return Fee

A return processing fee is charged per return (the current amount is set by the seller and communicated when you initiate the return). Return shipping costs are the responsibility of the customer.

5. Refunds

Once we receive and inspect the returned item, your refund will be processed within 14 business days. The refund will be issued to the original payment method, minus the return fee.

6. Defective or Incorrect Items

If you received a defective or wrong item, contact us immediately. We will arrange a free replacement or full refund including return shipping.

7. Contact

For any return or refund queries, please contact us at info@kizelle.eu.