Refund Policy

Refund & Return Policy – KIANA LTD (trading as KYORA)

At KIANA LTD (“KYORA”), we strive to provide a clear and fair shopping experience. By placing an order with us, you confirm that you have read and accepted our shipping and refund terms.

Order Processing & Delivery Times

Orders are processed within 1–3 business days.
Estimated delivery time is 12–14 business days after the order has been shipped.

Please note:

  • Delivery times are estimates and may vary due to external factors
  • Delays caused by carriers, customs, or high demand are beyond our control and do not qualify for a refund

Return Policy (30 Days)

You have the right to request a return within 30 days of receiving your item.

To be eligible for a return:

  • The item must be unused and in its original condition
  • All tags must remain attached
  • The product must be returned in its original packaging
  • A receipt or proof of purchase must be provided

To start a return, contact us at:
support.kyora@gmail.com

Returns sent without prior approval will not be accepted.

Return Shipping

The customer is responsible for arranging and paying for return shipping.
KIANA LTD does not provide prepaid return labels.

Damaged or Incorrect Items

Please inspect your order upon delivery.
If the item is damaged, defective, or incorrect, contact us within 48 hours and provide photo or video evidence so we can resolve the issue.

Exchanges

The fastest way to receive a different item is to return the original product. Once the return has been approved, you may place a new order.

EU 14-Day Right of Withdrawal

If your order is delivered within the EU, you have the right to cancel your purchase within 14 days without providing any reason.

Conditions:

  • The product must be unused and in original condition
  • Packaging and labels must remain intact

Non-Refundable Situations

Refunds will not be issued in the following cases:

  • Change of mind outside the legal withdrawal period
  • Incorrect order placed by the customer
  • Minor shipping delays within the estimated delivery timeframe
  • Refusal to accept delivery
  • Incorrect or incomplete shipping address provided by the customer

Delivery Confirmation

Orders marked as “delivered” by the shipping carrier are considered fulfilled.

In such cases, KIANA LTD reserves the right to deny a refund unless clear evidence of delivery issues can be provided.

Lost Packages

If your order has not arrived within 25 business days, please contact us.
We will investigate the issue and, if necessary, offer a replacement or refund.

Refunds

Once we receive and inspect your return, we will notify you whether your refund has been approved.

If approved, the refund will be issued to your original payment method within 10 business days.

Please note that additional processing time may be required by your bank or payment provider.
If more than 15 business days have passed since approval, please contact us.

Disputes & Chargebacks

We aim to resolve all issues quickly and fairly.

Before initiating a chargeback or payment dispute, please contact us at:
support.kyora@gmail.com

Opening a chargeback without contacting us first may delay the resolution process. In the event of a dispute, we may provide the payment provider with:

  • Order confirmation
  • Tracking information
  • Delivery confirmation
  • Communication with the customer

Fraud Prevention

KIANA LTD reserves the right to cancel or refuse any order suspected of being fraudulent or unauthorized.

We strive to handle all matters professionally and efficiently. Clear communication helps us provide the best possible service and avoid unnecessary disputes.