At Kaiya, every piece is thoughtfully crafted with attention to quality and detail. We strive to ensure you love your purchase, but if there's an issue, we're here to help.

Exchange Policy

We accept exchanges within 7 days of receiving your order under the following conditions:

• The item must be unused, unworn, unwashed, and in its original condition with all tags and packaging intact.
• A valid order number or proof of purchase is required.
• Exchange requests must be submitted within 7 days of delivery.

Eligible Exchanges

You may request an exchange if:

• You received the wrong item.
• You received a defective or damaged item.
• You require a different size (subject to availability).

If your requested size is unavailable, you may exchange the item for another product of equal value or pay the difference for a higher-priced item.

Non-Exchangeable Items

The following items cannot be exchanged:

• Items purchased during clearance or final sale promotions.
• Customized or altered pieces.
• Items showing signs of wear, washing, perfume, stains, or damage caused after delivery.
• Exchange requests made after the 7-day period.

Refund Policy

We currently do not offer refunds for change of mind, incorrect size selection, or personal preference.

Refunds will only be processed if:

• Your order cannot be fulfilled due to stock unavailability after payment has been received.
• A replacement for a defective or incorrect item cannot be provided.

Approved refunds will be issued through the original payment method within 7–14 business days.

Please note that Cash on Delivery (COD) charges, shipping fees, and payment processing fees are non-refundable.

Damaged or Incorrect Orders

If you receive a damaged, defective, or incorrect item, please contact us within 48 hours of delivery.

When submitting your request, include:

• Your order number
• Clear photographs of the item
• Photographs of the packaging (if applicable)

Our team will review your request and provide a resolution as quickly as possible.

Exchange Shipping

• Customers are responsible for shipping costs when exchanging due to size or preference.
• If the exchange is due to our error (incorrect or defective item), Kaiya will cover the shipping costs.

Order Cancellations

Orders may only be cancelled before dispatch.

Once an order has been shipped, it cannot be cancelled.

If a customer refuses to accept or cancels a Cash on Delivery order after dispatch, Kaiya reserves the right to restrict future Cash on Delivery services or future orders from that customer.

Contact Us

For all exchange or refund requests, please contact our customer support team with your order details. We aim to respond within 1–2 business days.

Thank you for shopping with Kaiya. We appreciate your trust and are committed to providing you with quality pieces and exceptional service.