Refund Policy

By ordering from this website, you agree to the following policy:


All sales transactions are final.

All changes to orders must be made known to us via email ASAP within 24 hours from the time the order is placed. If your order has already been dispatched, we are unable to amend your order details anymore.

Once an order has been placed, we regret to inform you that we do not allow any cancellation due to the fully automated nature of our order processing. This is to ensure minimal disruption to our automated system and order fulfillment team. 

Should an exception be made, all order cancellations will be subjected to a cancellation & processing fee of $5 US. 

If you would like to return or exchange your purchase, please get in touch with us via email at [email protected] for return/exchange instructions within 7 days from the date the parcel is delivered to you. Returned items must be in original condition & packaging. Returns and Exchanges are only applicable to non-faulty and non-damaged items.The items that are on sale we do not accept refunds except if there is damage on the product or defected.

Please note, we do not cover for the return shipping cost. Customers will be responsible for the return shipping cost. Please ensure returned item is shipped via a trackable shipping method. All exchanges & refunds will only be processed when we have received the actual product back in our warehouse. Returned product must be in its original condition (unopened, unused, in original packaging) to be eligible for an exchange/refund. If a returned parcel is lost in transit, Kibiza will not be held accountable.

Please note that Consumable Items, Personal Care Items, as well as Items on Clearance (heavily discounted) are ineligible for returns, but may be exchanged for a replacement or for store credit should they arrive damaged.

In the unfortunate event you receive a faulty, damaged or defective item you must immediately advise us via email within 72 hours of receiving the product with evidence of product damage (by means of photos or videos that best demonstrate the defect/damage). Upon inspection of the available evidence, a decision will be made to offer a replacement.

We strongly encourage customers to carefully read the product description prior to purchase and do not hesitate to get in touch with one of our friendly team members at [email protected] with any questions or concerns about our products.