We hope you will keep and enjoy your KHEMIA piece. If it is not right for you, eligible items may be returned under the conditions below.
RETURN WINDOW
Please contact customerservice@khemiastudio.com within 14 calendar days of delivery to tell us that you wish to return an eligible item. After receiving return instructions, please hand the parcel to the approved or chosen tracked carrier within 7 calendar days.
Our return-instruction process is intended to help confirm the correct return address and handling method.
EXCHANGES
The fastest way to obtain a different item is generally to return the original eligible item and, once the return is accepted, place a separate order for the replacement item. Direct exchanges may be offered only where expressly confirmed by our customer service team.
RETURN CONDITIONS
• Items must be unworn, unused, unaltered and in resalable condition.
• All tags, seals, certificates, gifts, accessories and original protective packaging must be included.
• Items must not show wear, scratches, scent, residue or damage caused after delivery.
• Please use a protective shipping box. Product packaging alone may not be suitable for transit.
• Where handling beyond what is reasonably necessary to inspect the item causes a loss in value, we may refuse the return or deduct the corresponding amount from the refund.
NON-RETURNABLE ITEMS
• Personalized, engraved, resized, altered, bespoke or genuinely made-to-order items produced to the customer’s specifications once production has begun. Ordinary pre-order inventory is not automatically treated as customized.
• Earrings or other hygiene-sensitive products after a genuine protective seal has been removed.
• Items clearly marked FINAL SALE, gift cards and promotional gifts..
• Items purchased from third-party retailers. Returns for those purchases must be handled by the original retailer.
These exclusions apply to the items and circumstances listed above. For faulty, damaged or misdescribed goods, please contact us at customerservice@khemiastudio.com for assistance.
HOW TO RETURN
1. Email customerservice@khemiastudio.com with your order number, the item(s) you wish to return and the reason for return.
2. Wait for written return instructions, including the return address and any available prepaid-label option.
3. Pack the item securely with all required original materials and, where available, the packing slip.
4. Use a tracked shipping service and retain proof of shipment. If you use your own carrier, we recommend choosing an insured service for valuable items.
5. After the returned parcel reaches our warehouse, please allow up to 7 business days for inspection. We will email you the result.
RETURN SHIPPING, DUTIES & REFUNDS
Unless an item is confirmed faulty, damaged on arrival or incorrect, return shipping is generally paid by the customer. To request a return due to an item being faulty, damaged on arrival or incorrect, customers are required to provide a complete unboxing video and relevant supporting evidence. Where a prepaid return label is offered, the applicable label and administrative cost may be deducted from the refund.
For voluntary returns, original shipping charges are generally non-refundable. If we sent an incorrect item or confirm a defect for which we are responsible, we will provide an appropriate remedy.
For DDP orders, any duties or taxes collected by KHEMIA will be refunded only to the extent they are actually recoverable or required to be refunded through the applicable Shopify, payment or customs process. For DAP orders, duties and taxes are usually paid directly to local authorities or carriers and any refund request generally must be made to the relevant authority or service provider.
Approved refunds are issued to the original payment method. After processing, please allow approximately 5–10 business days for the credit to appear, depending on the payment provider. Currency-conversion or bank-exchange differences are outside KHEMIA’s control.
DAMAGED, FAULTY OR INCORRECT ITEMS
delivery where reasonably possible. Please provide the order number, a description of the issue, a complete unboxing video, clear photographs of the item, packaging and shipping label, and any other relevant supporting evidence. Please retain all packaging while the claim is reviewed.
For confirmed faulty, damaged or incorrect items, we will provide an appropriate solution.