Last updated: July 21, 2026

Thank you for purchasing from KIYŌSENSE. This Return and Refund Policy explains the eligibility requirements, time limits, fees, and procedures that apply to returns, refunds, delivery problems, and defective products purchased directly from KIYŌSENSE.

KIYŌSENSE is operated by PLANTEGEN LLC. Return eligibility differs between the LUMINO PRO LED Therapy Mask and KIYŌSENSE skincare products. Please review the applicable product requirements before requesting a return.

Policy Summary

• LUMINO PRO: eligible for a satisfaction return within 180 days of delivery, subject to the conditions below.
• 6D Hyaluronic Serum: eligible within 60 days only when unused, unopened, and factory sealed.
• Authorization: all returns require written approval before shipment.
• Non-defective return shipping: paid by the customer.
• Restocking fee: 10% on eligible non-defective returns.
• Original shipping charges: non-refundable.
• Damaged, incorrect, or missing orders: report within seven calendar days of delivery.
• Approved refund processing: up to seven business days after inspection and approval.

LUMINO PRO 180-Day Satisfaction Guarantee

A LUMINO PRO LED Therapy Mask purchased directly from KIYŌSENSE may be returned within 180 calendar days beginning on its recorded delivery date.

A reasonably used LUMINO PRO may qualify for a satisfaction return when all of the following conditions are met:

• The product was purchased directly from KIYŌSENSE.
• The return request is submitted within 180 days of delivery.
• The customer obtains written return authorization before shipping the product.
• The device was used in accordance with the supplied instructions and safety guidance.
• The device has not been intentionally damaged, modified, altered, or subjected to misuse or neglect.
• The mask, controller, charging components, cables, accessories, manuals, and other supplied components are returned.
• The product is cleaned where appropriate and securely packaged for return transit.
• The order number and return authorization information are included with the package.

Eligible non-defective LUMINO PRO returns are subject to customer-paid return shipping and a 10% restocking fee. Original shipping charges are not refundable.

Device Troubleshooting and Confirmed Defects

If a LUMINO PRO stops working or appears to have a technical defect, contact KIYŌSENSE before returning it.

Our team may provide troubleshooting assistance by telephone, email, video, or another available support method. Troubleshooting may include checking the controller, connections, charging components, power supply, operating procedure, or other relevant parts.

Customers may be asked to provide:

• The order number and email address used during checkout.
• A description of the problem and when it began.
• Photographs or video showing the issue.
• Photographs of the product label, controller, cable, adapter, or packaging.
• Confirmation that requested troubleshooting steps were completed.

If troubleshooting does not resolve a defect confirmed by KIYŌSENSE, we may provide a replacement. When a replacement is unavailable or inappropriate, we may provide a refund to the original payment method.

A return involving a defect confirmed by KIYŌSENSE will not be charged the 10% restocking fee. KIYŌSENSE will provide approved return-shipping or replacement-shipping instructions after completing the defect review.

The following are not normally considered manufacturing defects:

• Damage caused by misuse, neglect, accidents, impact, crushing, or improper storage.
• Damage caused by liquids, excessive heat, unauthorized power supplies, or incompatible accessories.
• Damage caused by alteration, disassembly, modification, or unauthorized repair.
• Normal cosmetic wear that does not prevent the product from functioning.
• Failure caused by use that does not follow the supplied instructions or safety guidance.
• Lost components or accessories.

6D Hyaluronic Serum 60-Day Return Policy

KIYŌSENSE 6D Hyaluronic Serum may be returned within 60 calendar days of delivery only when the product is:

• Unused.
• Unopened.
• Factory sealed.
• In its original packaging.
• Undamaged and suitable for resale.

Opened, unsealed, used, partially used, damaged, altered, or tampered serum is not eligible for return because of hygiene, safety, and product-integrity considerations.

KIYŌSENSE may request photographs showing the intact factory seal and product condition before authorizing a serum return.

Eligible non-defective serum returns are subject to customer-paid return shipping and a 10% restocking fee. Original shipping charges are not refundable.

Bundles and Duo Purchases

Products purchased as part of a bundle or Duo package remain subject to their individual product conditions:

• The LUMINO PRO portion follows the 180-day device policy.
• The serum portion follows the 60-day unopened and factory-sealed skincare policy.

If only part of a bundle is returned, any approved refund may be recalculated based on the regular or allocated value of the items retained, the bundle discount, promotional pricing, gifts included with purchase, and the eligibility of the returned product.

When a free promotional product was supplied with an order, KIYŌSENSE may require it to be returned or may deduct its stated value from the refund when permitted by law.

Subscription Orders

Products received through a subscription may qualify for return when they meet the same product-specific conditions stated in this policy.

Returning a subscription shipment does not automatically cancel, pause, or modify future subscription renewals. The customer must separately manage or cancel the subscription through the available account tools or according to the KIYŌSENSE Subscription Policy.

Subscription charges that have already been processed may not be canceled when fulfillment has begun.

Damaged, Incorrect, or Missing Orders

A product damaged during delivery, an incorrect product, or a missing item must be reported within seven calendar days after the recorded delivery date.

Email orders@kiyosense.com and include:

• Your full name.
• Your order number.
• The email address used during checkout.
• A clear description of the problem.
• Photographs of the external shipping carton or mailer.
• Photographs of the shipping label.
• Photographs or video of the product and reported issue.
• Photographs of the internal packaging when relevant.

Please retain the product, shipping carton, shipping label, accessories, and packaging materials while the claim is being reviewed.

Reports made after the seven-day period may be more difficult to verify and may not qualify for a delivery-damage, missing-item, or incorrect-item resolution, except where applicable law requires otherwise.

How to Request a Return

Before sending any product, email:

orders@kiyosense.com

Include:

• Your full name.
• Your order number.
• The email address used during checkout.
• The product you wish to return.
• The reason for the return.
• Photographs or video when relevant or requested.

KIYŌSENSE will review the request. When approved, we will provide a return authorization number and return instructions.

Approval of a return request does not automatically guarantee a refund. The returned product must be received and inspected before final refund eligibility is determined.

Authorized Return Address

All product returns require written authorization before shipment.

After approval, eligible products must be sent to:

KIYŌSENSE Returns
184 Barnard Ave
San Jose, CA 95125
United States

The customer must include the order number and KIYŌSENSE return authorization number inside the package. Any warehouse routing code supplied in the return-authorization email must also be displayed exactly as instructed.

Do not send merchandise to the PLANTEGEN LLC mailing address in Houston. The Houston address is used for business and legal correspondence and does not process product returns.

Returns sent without authorization, without the required identification, to an incorrect location, or without a required warehouse routing code may be refused, delayed, or returned to the sender.

Return Shipping

For eligible non-defective returns, the customer is responsible for arranging and paying for shipping to the authorized return address.

We strongly recommend using a trackable shipping service with delivery confirmation and retaining the receipt and tracking number.

The customer remains responsible for the returned product until it is received at the authorized return location. KIYŌSENSE is not responsible for returned packages that are lost, damaged, misdirected, insufficiently packaged, or delivered to an unauthorized address.

Do not send a return using cash on delivery or another service that requires KIYŌSENSE to pay unapproved carrier charges.

Restocking Fee

A 10% restocking fee applies to eligible non-defective returns. The fee is calculated from the eligible merchandise amount and deducted from the approved refund.

The restocking fee does not apply when KIYŌSENSE confirms that a LUMINO PRO has a qualifying unresolved defect.

Return Inspection

Every return is inspected after receipt. We may examine the product condition, components, packaging, serial or identifying information, seal integrity, order records, and reason for return.

A refund may be reduced or denied when:

• The request was submitted outside the applicable return period.
• The return was not authorized.
• The returned product does not match the order.
• The serum has been opened, unsealed, used, or tampered with.
• The device shows misuse, alteration, unauthorized repair, or avoidable damage.
• Required components or accessories are missing.
• The product was damaged because it was packaged inadequately for return shipping.
• The return does not include the required order or authorization information.
• The return otherwise fails to satisfy this policy.

Refund Amount

For an eligible non-defective return, the refund generally consists of the approved merchandise amount less:

• The 10% restocking fee.
• Any non-refundable original shipping charge.
• Any approved deduction related to missing components, promotional products, bundle pricing, or damage beyond ordinary product use.

Customer-paid return-shipping charges are not reimbursed for non-defective returns.

Refund Timing and Method

After an authorized return is received, inspected, and approved, KIYŌSENSE will process the refund within up to seven business days.

Approved refunds are issued to the original payment method. KIYŌSENSE cannot normally issue a refund to a different card, bank account, or payment method.

After KIYŌSENSE processes a refund, the customer’s bank, card issuer, or payment provider may require additional time to post the funds.

If you have not received an approved refund after the processing and financial-institution posting periods, contact orders@kiyosense.com.

Exchanges and Replacements

KIYŌSENSE does not guarantee direct exchanges for preference-based returns. A customer may be asked to complete an approved return and place a separate order.

When KIYŌSENSE confirms a qualifying device defect, incorrect item, missing item, or shipping-damage claim, we may provide a replacement instead of a refund when appropriate.

Final Sale and Ineligible Products

The following are not eligible for a standard return unless required by applicable law:

• Opened, unsealed, used, or tampered serum.
• Products returned outside the applicable eligibility period.
• Gift cards.
• Products clearly identified as final sale before purchase.
• Products not purchased directly from KIYŌSENSE.
• Products damaged through misuse, neglect, alteration, or unauthorized repair.
• Products missing significant components or identifying information.
• Unauthorized returns.

Purchases From Other Sellers

This policy applies only to products purchased directly from KIYŌSENSE. Products purchased from another retailer, marketplace, distributor, or reseller must be returned through the original seller and are subject to that seller’s return policy.

Consumer Rights

This policy does not exclude, limit, or replace any rights or remedies that cannot legally be waived under applicable consumer-protection law.

Business and Return Contacts

For returns, refunds, order issues, damaged deliveries, or product troubleshooting:

KIYŌSENSE
Operated by PLANTEGEN LLC
Email: orders@kiyosense.com

For business and legal correspondence:

PLANTEGEN LLC
1337 W 43rd St, PMB 1362
Houston, TX 77018
United States

The Houston mailing address is not a merchandise-return location.