Returns & Exchanges
At EL KAYAN, we want each order to bring you complete satisfaction. This page details your rights, the conditions applicable to our perfumes and cosmetic products, as well as the procedure to follow for a return or exchange.
1. Legal right of withdrawal (14 days)
In accordance with the articles L. 221-18 et seq. of the Consumer Code, you have a period of 14 calendar days from receipt of your order to exercise your right of withdrawal, without having to provide reasons or pay penalties.
To respect this deadline, simply send your withdrawal request before the expiration of 14 days, by email to Retours@elkayan.fr or via our contact form, indicating your order number.
The right of withdrawal cannot be exercised for fully personalized orders or for products excluded from this right by law (see section 2).
2. Conditions specific to perfumes & cosmetics
In application of thearticle L. 221-28 of the Consumer Code, the right of withdrawal cannot be exercised for sealed products that cannot be returned for reasons of health protection or hygiene and which have been unsealed after delivery.
For hygiene and safety reasons, any return of perfume or cosmetic product EL KAYAN must respect the following conditions:
- Product unopened, unused and untested
- Original packaging intact, with all labels and protections
- Blister, film or security seal not torn or removed
- Bottle, spray and box in perfect condition, with no trace of use
- Invoice or delivery note attached to the return
Any item unsealed, vaporized, tested or whose packaging has been damaged will not be eligible for a refund, in accordance with current regulations.
3. Step-by-step return procedure
- Contact our customer service to the address Retours@elkayan.fr or via contact form, specifying your order number, the product(s) concerned and the reason for the return.
- Receive your return instructions by email within 48 working hours (shipping address, return label if applicable).
- Prepare your package : return each item to its original packaging, protect it carefully (bubble wrap or rigid cardboard) and attach a copy of your invoice or your order confirmation email.
- Ship the package via the carrier indicated in our instructions, retaining your proof of postage.
- Treatment monitoring : we confirm receipt and inspection of your return by email.
4. Return costs & refund terms
Return costs:
- Metropolitan France : free return upon prior request from our customer service (prepaid label provided).
- DOM-TOM and international : return costs remain the responsibility of the customer, except in the case of a defective or damaged product on delivery (see section 5).
Reimbursement:
- After receipt and inspection of the package, we confirm the acceptance or reasoned refusal of your return.
- Reimbursement is made within a maximum period of 14 days from the date on which we were informed of your decision to withdraw, or from receipt of the returned products (whichever comes first).
- The refund is credited to the initial payment method used when ordering.
- Initial delivery costs may be deducted if you have chosen a non-standard premium delivery method, in accordance with article L. 221-24 of the Consumer Code.
5. Exchanges & damaged products
Exchanges: EL KAYAN does not offer direct exchange. To obtain another product, make a return in accordance with the conditions above then place a new order on our store. Your refund will be processed upon validation of the inspection.
Product defective or damaged on delivery:
- Report the problem to us in the 48 hours following receipt, with photos of the package, packaging and product.
- In the event of a visibly damaged package, issue written reservations with the carrier upon delivery.
- We will arrange a free return and process the full refund orsending a replacement product, depending on your preference and stock availability.
6. Non-refundable items
In addition to unsealed or used products (section 2), the following cannot be reimbursed:
- Gift cards and vouchers
- Personalized or made-to-measure items
- Products purchased in final promotion clearly identified as non-returnable
7. Contact
For any questions relating to returns and exchanges:
Our team responds to you from Monday to Friday, from 9 a.m. to 6 p.m. (Paris time).
Last updated: August 2026
