At Krī, we take product waste seriously. Every used return represents a loss of resources, as it cannot be resold. Because we want to prevent waste before it happens, we invite you to consult with us before you buy.

If you are unsure which formulation is right for you, please use our Routine Guide or contact our team for a personal consultation. This ensures the product you receive is the right fit for your specific skin goals and reduces the likelihood of an unsuitable purchase.

To ensure your return is processed efficiently and safely, please follow these steps:

1. Log in to your account and click on the relevant order.

2. Tell us which product/s you want to send back.

3. In the 'notes' section, please specify whether the product is unused or lightly used.

4. Our team will review your request and provide you with the correct return address and instructions.

5. In the meantime, please review the 'package your return' section.

Important: Please do not send items back to us without first completing this process. Packages received without prior authorisation may not be accepted or could lead to delays in your refund.

We understand there is a possibility that certain ingredients may not be a good match for everyone. If you don't feel a product is suitable for you after patch testing it, you can return it to us within seven days of receiving it.

What is patch testing?
Patch testing involves applying a small amount of the product to a discreet area of skin to check for compatibility before full use.

One-time trials

Our lightly used policy is designed to support your first-ever purchase of a specific product. If you have previously purchased and returned an item, any subsequent purchases of that same product are considered Final Sale. This allows us to offer this courtesy to new customers while ensuring the policy is used fairly.

We understand that sometimes you may change your mind after purchase. You can return your unopened and unused package to us within 14 calendar days from the day after you receive your order. 

Please ensure you include a slip of paper (or write inside the box) with your name and order number so that we can identify the return.

It is your responsibility to ensure you obtain proof of postage and use appropriate packaging when sending us any returned items.

We cannot accept liability for returned items that we haven't received, or any items that get damaged in transit on their return to us.

To avoid damage and/or risk of injury,  we will NOT accept receipt of glass containers sent to us in a jiffy bag. you should use a sturdy box similar to the one in which your order was delivered to you. 

Under UK and EU regulations, you have a legal duty of care over the items you are returning. Items must only be handled to the extent necessary to establish their nature and characteristics (just as you would inspect them in a physical shop), or for patch testing purposes.

For change-of-mind returns under your cancellation rights, we’ll refund you without undue delay and within 14 calendar days of receiving the returned products.

For lightly used goodwill returns, please allow up to 14 calendar days after we receive your parcel for us to inspect the products and process your refund.

Postage

Original delivery costs are not refundable for used or unused products. 

Any costs associated with returning products to us must be met by you. 

Bundles

If your returned product benefited from a bundle discount or free postage, we will recalculate your order value to remove any discounts on the remaining products. We will then refund the difference between the price of your original order and the recalculated order. 

We pride ourselves on being a transparent and supportive partner in your skin health journey, and we offer our lightly used policy to give you peace of mind when trying something new. 

Because used skincare cannot be resold, a few limits help us continue offering this courtesy while keeping waste to a minimum.

One suitability return per product

If a product has already been returned or refunded because it was unsuitable, a repeat purchase of that same product by the same customer or for the same delivery address isn’t eligible for another suitability return.

Up to three products in 12 months

Our lightly used policy covers up to three products per customer in any rolling 12-month period.

These limits do not apply to statutory cancellations, including unopened products returned within the cancellation and return deadlines above. They also do not affect your rights regarding faulty, damaged or incorrectly described goods.

If we identify repeated misuse, we may decline further goodwill returns, restrict an account or refuse future orders. Your statutory rights for existing purchases remain unaffected.