Return and Refund Policy – Kayadua

Last updated: 25th July, 2025

At Kayadua, customer satisfaction is very important to us. This Return and Refund Policy outlines the conditions under which you can request a return, exchange, or refund for purchases made through our online store.

1. Eligibility for Returns

• Items must be returned within 14 days of delivery.
• Products must be unused, unworn, unwashed, and in their original packaging with all tags attached.
• Proof of purchase (order confirmation or receipt) is required for all returns.
• Items marked as final sale or customized products cannot be returned unless they are defective or damaged upon arrival.

2. Non-Returnable Items

• Gift cards or store credits.
• Personalized or custom-made products.
• Items purchased during clearance or promotional sales (unless defective).
• Products that have been used, altered, or damaged by the customer.

3. Process for Returns

• To initiate a return, contact our support team at sendtokaya@gmail.com with your order number and reason for return.
• Once your return is approved, you will receive instructions on how and where to send your package.
• Customers are responsible for return shipping costs unless the product was delivered damaged or defective.
• We recommend using a trackable shipping service as we cannot guarantee receipt of your returned item without tracking information.

4. Refunds

• Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund.
• Approved refunds will be processed to your original payment method within 7-10 business days.
• Shipping fees paid at the time of purchase are non-refundable unless the return is due to an error on our part.

5. Exchanges

If you wish to exchange an item for a different size, color, or product, please contact us. Exchanges are subject to product availability. If the requested item is not available, a refund will be issued instead.

6. Damaged or Defective Products

• If your item arrives damaged or defective, contact us within 48 hours of delivery with photos of the product and packaging.
• We will arrange a replacement, exchange, or full refund at no additional cost to you.

7. Late or Missing Refunds

• If you haven’t received your refund within 10 business days after approval, check with your bank or card issuer as processing times may vary.
• If the issue persists, contact us at sendtokaya@gmail.com for assistance.

8. Contact Us

For questions about returns, refunds, or exchanges, you can reach our support team:

Email: sendtokaya@gmail.com
Contact: +233 57 387 0078