At KENOA MAISON, we understand that sometimes a product may not meet your expectations or fit your needs. That's why we have a hassle-free return, exchange, and refund policy in place to ensure your satisfaction.

Cancellation of an Order:

We require a period of 24 hours to complete orders after they are placed. If you decide to cancel your order within 24 hours, there will be no fees assessed. Cancelling an order after 24 hours or once it has been dispatched may result in the customer being charged for return postage. 

Modify your Location:

In order for KENOA MAISON to make deliveries, you must provide accurate shipping information. If you need to modify the shipping address for your order, please get in touch with us within 24 hours of placing the transaction. Once an order has been shipped, we are unable to make changes to the mailing address. We also decline any responsibility for lost packages if the given shipping address is inaccurate. 

Returns:

Every item we sell has been carefully inspected to ensure its superior quality. We care a great deal about the quality of the goods you receive from us. If for any reason, you are not completely satisfied with your purchase, you have the option to return the item within 14 days of receiving it. To be eligible for a return, the item must be unused, in its original packaging and accessories, and in the same condition that you received it. Please note that certain items, such as customized or personalized products, are not eligible for return due to customization reasons.

Please contact info@kenoamaison.com for return authorization. You will be responsible for paying the return shipping costs. At this time we are unable to issue a return shipping label. 

Exchanges:

If you received a defective or damaged item or not what was described, we will gladly exchange it for a new one. To initiate an exchange, please contact our customer support team within 7 days of receiving the item. We may require photo evidence of the defect or damage, proof of purchase in the form of an invoice or receipt to process the exchange or refund. Or if the customer would like a different variety or color (like African Exfoliating Net Sponge), an exchange is possible

Once approved, we will provide you with a return shipping label and instructions on how to send the item back to us. Once we receive the item, we will promptly send you a replacement.

Products on clearance sales:

Items purchased on clearance or sale cannot be returned for a refund.

Refunds:

If you are eligible for a refund, we will process it within 7 business days of receiving the returned item. The refund will be issued to the original payment method used for the purchase. Please note that shipping fees are non-refundable, and you will be responsible for the return shipping costs unless the return is due to our error.

Delivery issues brought on by the courier's negligence or box loss:

Please feel free to check in on the status of your order if it has been a while since you last heard from us. If your order has not arrived after the estimated time, please let us know at info@kenosmaison.com. We will extend the period for claiming a refund or exchange while we investigate the whereabouts of your lost cargo.

How to Initiate a Return, Exchange, or Refund:

To initiate a return, exchange, or refund, please contact our customer support team via email at info@kenoamaison.com or by phone at 1-438-770-2707. Please provide your order number, a detailed description of the issue, and any supporting documentation, such as photos, if applicable. Our customer support team will guide you through the process and provide further instructions.

Important Notes:

• All returned items are subject to inspection before a refund or exchange is processed.
• Refunds may take up to 5-15 business days to reflect in your account, depending on your bank or credit card provider.
• We reserve the right to refuse a return, exchange, or refund if the item does not meet the eligibility criteria mentioned above.

At KENOA MAISON, we strive to provide you with the highest quality products and exceptional customer service. If you have any questions or concerns regarding our return, exchange, and refund policy, please don't hesitate to contact us. We are here to assist you and ensure your shopping experience with us is nothing short of delightful.

In search of clarification? please get in touch if you have any inquiries, suggestions, or complaint: Phone: +1 438-770-2707

Monday through Friday, Eastern Standard Time (GMT - 05:00) from 9am to 5pm

Email: info@kenoamaison.com