STORE POLICY
At KEM, we believe the experience should be as considered as the products themselves.
These policies explain how orders, payments, cancellations, products and customer service work when you shop with us.
Orders
When you place an order through the KEM website, you'll receive an order confirmation by email.
Please check your order confirmation carefully and contact us as soon as possible if you notice an error.
Once an order has entered our processing system, we cannot guarantee that changes or cancellations will be possible.
We'll always do our best to help where we can.
Changing or Cancelling an Order
If you need to change or cancel your order, please contact us as soon as possible at:
Please include your order number and clearly explain what you'd like us to change.
Because orders can move into processing quickly, we cannot guarantee that a cancellation or amendment will be possible once processing has begun.
If your order has already been dispatched, you may need to follow our returns process instead.
Product Information
We work hard to ensure that the information on our website is clear, accurate and useful.
Product descriptions include information about ingredients, benefits, use and formulation where appropriate.
KEM develops products around purposeful formulation, skin science and the customer experience. Our product information should always be read alongside the product packaging and instructions provided with your order.
Where appropriate, individual products may have specific usage guidance, warnings or precautions. Please read these before use.
Product Results
Skincare can perform differently from person to person.
Your individual experience can depend on factors including your skin, existing routine, frequency of use and other products you use.
Our product descriptions explain the intended benefits and formulation characteristics of each product; they are not a guarantee of a particular individual result.
Prices
All prices displayed on the KEM website are shown in GBP (£) unless otherwise stated.
KEM may update product prices from time to time.
Our current pricing reflects the formulation, development, manufacturing and product experience behind our products and the positioning of KEM as a premium, science-led beauty brand.
Where a price changes, orders that have already been accepted will not be retrospectively repriced.
Promotions & Offers
From time to time, KEM may offer promotions, discounts, gifts or other customer offers.
Unless otherwise stated, promotions:
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Are available only for the period specified
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May be subject to product availability
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Cannot necessarily be combined with other offers
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May have specific eligibility or redemption requirements
The individual terms of a promotion will be displayed at the time the offer is made.
Payments
Payment must be successfully completed before an order can be processed.
Available payment methods will be displayed at checkout.
If a payment cannot be authorised or completed, the order may not be processed.
Stock Availability
We work to keep our product availability information accurate, but products may occasionally become unavailable.
If there is an issue with the availability of a product you've ordered, we'll contact you with information about the next steps.
Intellectual Property
All content on the KEM website — including our photography, product imagery, copy, graphics, branding, logos and other creative materials — belongs to KEM or is used with appropriate permission.
Please do not reproduce, copy, modify or use KEM's content or branding for commercial purposes without written permission.
Website Use
We aim to keep the KEM website accurate, secure and available, but we cannot guarantee that the website will always be uninterrupted or completely free from errors.
We may update, change or remove website content, products or features from time to time.
Customer Service
Questions, problems or feedback?
We'd love to hear from you.
For order enquiries, please include your order number.
Your Consumer Rights
Nothing in these store policies is intended to limit or remove any rights you have under applicable consumer law.
Where a product is faulty, not as described or does not meet the requirements imposed by applicable law, your statutory rights continue to apply. GOV.UK