K Os Beauty® does not offer returns, exchanges and/or refunds under any circumstances, as these are products for personal use and in direct contact with the skin. However, K Os Beauty® may make an exception if you are in any of the following 2 situations:

• If the product received by the Customer has an obvious factory defect, without alterations; or,
• If the Customer receives a product other than the one purchased and that is specified in the Processed Order.

To process each request, an email must be sent with proof of payment, photographic evidence and/or video of the claimed product, as well as a detailed description of what happened with the order, to the email address soporte@kosbeauty.mx. The Customer will have a maximum period of 5 business days, counted from the day established by DHL as the date of receipt of the package, to make a claim for their order. The Customer must follow up on their case during the aforementioned period, understanding that it will not be extended if there is no response from the Customer to conclude the request.

Once the claim request has been received by K Os Beauty® , it will be reviewed and analyzed (at its sole discretion) whether or not the claim is admissible. If it is admissible, K Os Beauty® will notify the Client and ask them to select one of the following solutions:

• Exchange of product for one of equal or similar nature (as long as it is in stock by K Os Beauty® ); or,
• Refund of the price actually paid for the product specified in the Processed Order (refund for shipping fees does not apply).

Once the Client has selected any of the above solutions, he/she may not modify it, and the chosen option will be considered the definitive response.

In any case (product exchange or price refund), the Customer accepts from this moment that he/she must pay, at his/her own expense, the shipping of the parcel service for the claimed product. If the claim was made because the Customer received a product other than the one purchased and that does not match what was specified in the Processed Order, K Os Beauty® will assume the cost of shipping the parcel service for the return of the claimed product.

CUSTOMER SERVICE

You can contact the Customer Service area through the email: soporte@kosbeauty.mx

Customer service hours are Monday through Friday from 9:00 a.m. to 5:00 p.m. (Pacific Time), except Saturdays, Sundays, and Mexican holidays.