We want every order to arrive safely, correctly and in good condition. If there is a problem with your order, please contact our customer support team as soon as possible so that we can review the situation and advise you on the appropriate next steps.
Because our products include medicines and health-related products, returns are subject to specific hygiene and product-safety requirements.
1. When Can an Order Be Returned?
A return may be considered where:
- You have received an item that is different from the product you ordered.
- Your order has been damaged during delivery.
- The item is unopened and remains in its original, sealed packaging.
- You contact us within 14 days of receiving your order.
All returns must be agreed with our customer service team before anything is sent back.
2. Products That Cannot Be Returned
For hygiene, safety and product-integrity reasons, we cannot normally accept returns of products that have been:
- Opened or unsealed
- Used or partially used
- Damaged after delivery due to improper handling
- Removed from their original packaging
- Returned after the applicable return period
This is to ensure that products returned to us have not been compromised and cannot pose a risk to another customer.
3. How to Request a Return
If you believe your order qualifies for a return, please follow these steps:
Step 1 – Contact us
Email our support team at info@kamajoy4uk.com and include your order number, a brief explanation of the issue and, where relevant, photographs showing any damage or incorrect items.
Step 2 – Wait for confirmation
Our team will assess your request and provide return instructions if the return is approved. Please do not send an item back without receiving instructions from us first.
Step 3 – Prepare the package
If a return is authorised, the product should be securely packaged and returned in its original, unopened condition together with any relevant packaging.
Unless the issue was caused by an incorrect item being sent or damage occurring during our handling or delivery process, the cost of returning the item is normally the customer’s responsibility.
4. Damaged or Incorrect Orders
If your parcel arrives damaged, appears to have been tampered with, or contains an incorrect item, please contact us promptly.
Where appropriate, we may request photographs of the parcel and its contents so that we can investigate the issue with our fulfilment or delivery partner.
Depending on the circumstances, we may arrange a replacement or issue an appropriate refund.
5. Refunds
Once an approved return has been received and inspected, we will confirm whether the refund is applicable.
Where a refund is approved:
- Refunds are normally processed within 5–10 working days after the return has been reviewed.
- The refund will normally be made using the original payment method.
- The amount refunded will depend on the outcome of our assessment and the circumstances of the return.
Please note that processing times may also depend on your bank or payment provider.
6. Orders That Cannot Be Delivered
Customers are responsible for providing accurate and complete delivery information when placing an order.
Where an order cannot be delivered because incorrect or incomplete information was supplied by the customer, additional delivery or return costs may apply. Any refund will be considered based on the circumstances of the individual order.
7. Important Information
Please do not dispose of, open or use an item that you believe is incorrect or damaged before contacting us. Keeping the original product and packaging may help us investigate the matter more efficiently.
Returns are not automatically accepted simply because a return parcel has been sent. Prior approval from our customer service team is required.
Nothing in this policy is intended to limit any statutory rights that may apply to consumers under applicable UK law.
8. Contact Our Support Team
If you have a question about a return, refund or delivery problem, please contact us:
Email: info@kamajoy4uk.com
Telephone: +44
Please include your order number whenever possible so that we can locate your order and respond more quickly.