RETURNS & EXCHANGES
Returns & Exchange Policy
At KAIA, every piece is thoughtfully handcrafted with intention and care. We want you to love your pieces, and if something isn't quite right, we're here to help. This policy explains how process cancellations, returns, and refunds, which are handled for customers worldwide, including the rights available to customers in the European Union and the United Kingdom.
We kindly encourage you to read this policy before placing your order. If you have any questions, we're always happy to help.
Cancellations
If you change your mind after placing an order, you may request to cancel it at any time before it has been dispatched.
To request a cancellation, please use the cancellation option available on the cancellation page or contact us as soon as possible. If your order has not yet been shipped, we will cancel it and issue a full refund to your original payment method.
Once an order has been dispatched, it can no longer be cancelled. If your order is eligible, it may instead qualify for a return under the applicable return and withdrawal rights outlined below.
Returns & Right of Withdrawal (EU & UK Customers)
If you are purchasing as a consumer within the European Union or the United Kingdom, you may have a legal right to withdraw from your purchase within 14 days of receiving your order, subject to the conditions and exceptions described in this policy.
If you wish to exercise this right, please submit your withdrawal request through our website or contact us within the applicable withdrawal period. Once your request has been received, we will provide instructions for returning your order.
Return Eligibility
To be eligible for a refund, returned items should be sent back in its original condition, free from signs of wear, damage, alteration, or misuse.
Customers are welcome to inspect and briefly try on their jewellery in the same way they would when shopping in a physical store. However, jewellery that shows signs of extended wear, damage, scratching, bending, exposure to cosmetics, perfume, lotions, or any condition that prevents it from being resold may not qualify for a full refund.
Where permitted by applicable law, KAIA reserves the right to reduce or refuse a refund if returned items have diminished in value due to handling beyond what is necessary to inspect the product.
Whenever possible, jewellery should be returned in its original packaging to help ensure it arrives safely.
Custom & Personalised Jewellery
The statutory right of withdrawal does not apply to jewellery that is custom-made, personalised, engraved, or otherwise created specifically to your individual requirements.
Once production of these bespoke pieces has begun, the order cannot be cancelled or returned except where required by applicable law.
If a custom or personalised item arrives faulty, damaged, or incorrect, please contact us by email within 14 days of delivery. We will review the issue promptly and work with you to provide an appropriate resolution, including a repair, replacement, or correction where applicable.
Faulty or Incorrect Items
We take great pride in the quality of every KAIA creation. If your order arrives damaged, faulty, or if you receive an incorrect item, please contact us as soon as possible and include your order number along with clear photographs of the issue.
Where a manufacturing fault or fulfilment error is confirmed, we will work with you to provide an appropriate solution, which may include a repair, replacement, or refund in accordance with your legal rights.
Refunds
Once your returned item has been received and inspected, we will notify you of the outcome of your return.
Where a refund is approved, it will be processed to your original payment method. For customers exercising statutory withdrawal rights, refunds will be issued within the timeframes required by applicable law.
If a returned item has been handled beyond what is necessary to inspect it and has consequently lost value, we may reduce the refund where permitted by law.
Return Shipping
Unless your return is due to a faulty, damaged, or incorrectly supplied item, customers are responsible for the cost of returning their order.
You may use a shipping carrier of your choice. We recommend using a tracked shipping service, as KAIA cannot accept responsibility for items lost or damaged during return transit.
Where a manufacturing fault, damage in transit, or fulfilment error has been confirmed, KAIA will reimburse or cover reasonable return shipping costs where required by applicable law.
Please do not send items back without first submitting a return request, as this may delay the processing of your return.
Lifetime Craftsmanship Warranty
Every KAIA piece is handcrafted with care and backed by our Lifetime Craftsmanship Warranty.
If your jewellery develops a manufacturing fault due to craftsmanship, please contact us and we will be happy to assess the piece and arrange an appropriate solution in accordance with our warranty policy.
Please note that normal wear and tear, accidental damage, misuse, improper care, or issues unrelated to workmanship are not covered by the warranty.
International Customers
Consumer rights vary depending on the country in which you reside.
Where mandatory consumer protection laws apply, nothing in this policy limits or excludes any legal rights that cannot be waived under the laws of your country.
Contact Us
If you have any questions regarding cancellations, returns, refunds, or your order, please contact us at contact@kaiaconsciouswear.com. We are always happy to assist and will respond as promptly as possible.