Refund policy
Returns
We have a 7-day returns policy, which means you have 7 days after receiving your item to request a return in exchange for store credit (minus delivery charges if applicable), valid for one calendar year from the date of the original purchase.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at hello@kayakollective.com or on WhatsApp at +971 56 236 1363.
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
Damages And Issues
Please inspect your order upon reception and contact us within 48 hours if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / Non-Returnable Items
Certain types of items cannot be returned, such a personalised items, beauty products, underwear, lingerie, earrings and candles. Swimwear must have the original hygiene liner attached. Shoes must be in brand-new condition and without any damage to the sole. Any items damaged by any scuffing, scratches or dents will not be accepted and will be returned to the customer.
Items in gift orders can be returned to the receiver in the form of store credit (minus delivery charges if applicable), valid for one calendar year from the date of the original gift purchase.
Unfortunately, we cannot accept returns on sale items or gift cards.
Refunds
We have a strict NO REFUND POLICY, with the exception of the below:
- The wrong product was sent and we were unable to secure a replacement in a timely manner.
- The product is defective, was damaged in shipping or tampered with before delivery.
- The customer cancelled the order within 24 hours from the purchase time, and the order hasn't yet been dispatched.
In these exceptional cases - and only if the error, damage or defect was communicated to us within 48 hours of the delivery time - refunds will be issued through the Original Mode of Payment. Please allow for up to 45 days for the refund transfer to be completed.
Shipping & Handling fees are non-refundable.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item using your store credit.
Cancellation
Customers who cancel their order within 24 hours from the purchase time are eligible for a full refund in the original mode of payment. However, if the order has already been dispatched from our premises, the customer needs to request a return instead, and our Returns Policy (see paragraph 1) will be applicable.