Politique de remboursement
We want every K TO DOOR experience to feel worth it. Because our products are personalised and curated specifically for your skin profile, we have a clear and fair policy that protects both you and our team.
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## 1. Skincare Products — General Policy
Due to the personal nature of skincare and health regulations, **we are unable to accept returns on opened skincare products.** This applies to all individual products, curated kits, and subscription box contents.
This is standard practice across the beauty and skincare industry and is in place to protect the hygiene and safety of all customers.
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## 2. Damaged or Incorrect Orders
If your order arrives damaged, defective, or contains the wrong products, we will make it right — no questions asked.
Please contact us within **7 days of delivery** at [**info@ktodoor.com**](mailto:info@ktodoor.com) with:
- Your order number
- A photo of the damaged or incorrect item(s)
- A brief description of the issue
Once reviewed, we will offer one of the following at our discretion:
- A replacement of the affected product(s)
- A store credit for the value of the affected item(s)
- A full or partial refund to your original payment method
Refunds are processed within **5–7 business days** of approval and may take additional time to appear depending on your bank or card provider.
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## 3. Unopened Products
Unopened products in their original, sealed packaging may be eligible for a return within **7 days of delivery.** Please contact us at [**info@ktodoor.com**](mailto:info@ktodoor.com) before sending anything back — items sent without prior authorisation will not be accepted.
Return shipping costs are the responsibility of the customer unless the return is due to an error on our part.
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## 4. Subscription Cancellations
You may cancel your subscription at any time before your next billing date. Cancellations made after a billing cycle has processed will take effect in the following month — we are unable to refund subscription charges that have already been processed.
To cancel, log into your account at [ktodoor.com](http://ktodoor.com) or contact us at [**info@ktodoor.com](mailto:info@ktodoor.com).**
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## 5. Allergic Reactions
We take allergen safety seriously and collect your skin profile for exactly this reason. However, individual skin reactions can be unpredictable. If you experience an adverse reaction to a product, please stop use immediately and contact us at [**info@ktodoor.com](mailto:info@ktodoor.com).** We will review your case and work with you to find a resolution.
We strongly recommend performing a patch test before using any new skincare product.
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## 6. Final Sale Items
Items marked as final sale, limited edition, or promotional bundles are not eligible for returns or exchanges unless they arrive damaged or defective.
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## 7. Contact
For all return and refund inquiries:
[**info@ktodoor.com**](mailto:info@ktodoor.com)
Please include your order number in all correspondence so we can assist you as quickly as possible.