Refund policy

Last updated: November 12, 2026

This refund policy applies to every order placed on this store, operated by Ecom Swiss, Osmani, Rue de Rive 21, 1260 Nyon, Switzerland (UID CHE-334.231.007) ("Kalonea", "we", "us").

The 90-Day Empty-Bag Guarantee

Black seed oil is not a product you judge in week one. That is why our guarantee runs for ninety days, and why we ask for the bags back empty rather than unopened.

If you take Kalonea every day for ninety days and your skin is no different, write to us and send the bags back. Empty is fine — empty is the point. We refund you in full. We do not ask you to prove anything, fill in a form, or explain yourself.

How to claim

  1. Email support@kalonea.com with your order number, within 14 days of finishing your last bag and in any case no later than 120 days after delivery.
  2. We reply within one business day with the return address and instructions.
  3. Post the bags back. Empty, part-used or unopened — all three are accepted.
  4. Once the parcel reaches us, we refund the full amount you paid for the product to your original payment method.

Refunds are issued within 5 business days of receiving your return. Depending on your bank or card issuer, the money can take a further 5 to 10 business days to appear on your statement.

What we refund

  • The full product price you paid for every bag in the order, discounts included.
  • Shipping is free on all our orders, so there is nothing to refund there.
  • Return postage is at your expense. It is the one cost we ask you to carry, and it is usually a few dollars for a parcel this light.

Changed your mind

If you simply changed your mind, you can return any unopened bag within 30 days of delivery for a full refund of that bag, following the same steps as above.

Damaged, wrong or missing items

If your order arrives damaged, incomplete or wrong, email support@kalonea.com within 14 days of delivery with your order number and a photo. We replace it at our cost or refund it in full, as you prefer. You do not need to send anything back.

Cancelling an order

Orders reach our fulfilment centre quickly. If you need to cancel or change one, email us as soon as you can: if it has not yet shipped we cancel and refund it in full. If it has already shipped, the guarantee above applies instead.

Lost or undelivered parcels

If tracking shows your parcel as delivered but you have not received it, contact us within 14 days. We open a claim with the carrier and, if the parcel cannot be located, we reship your order at our cost.

Fair use

The Empty-Bag Guarantee exists so that one person can test the product honestly. It may be claimed once per customer and household. We reserve the right to decline a claim where there is clear evidence of abuse, such as repeated claims across different accounts or addresses.

Your statutory rights

This policy is offered in addition to, and does not limit, any rights you have under the consumer protection laws of your state or country.

Contact

Ecom Swiss, Osmani — Rue de Rive 21, 1260 Nyon, Switzerland — UID CHE-334.231.007
support@kalonea.com — we answer within one business day, Monday to Friday.