Return & Refund Policy

At KAAY Heritage, we take great pride in the quality and craftsmanship of our products. Each item is carefully inspected before dispatch to ensure it meets our standards. As a result, we maintain a limited return policy to uphold product integrity and hygiene.

1. Return Eligibility

We accept returns only in the case of damaged or defective products.

We do not accept returns for:

  • Size or fit issues
  • Color differences due to screen variations
  • Change of mind or personal preferences

We encourage customers to review product details carefully before placing an order.

2. Mandatory Unboxing Video (Very Important)

To ensure a fair and transparent process:

  • An unboxing video is mandatory to claim any damage or defect
  • The video must:
    • Be recorded from the moment the package is unopened
    • Clearly show the package being opened
    • Show the product and the issue in detail

Without a valid unboxing video, no return, refund, or exchange request will be accepted.

3. Reporting an Issue

If you receive a damaged or incorrect item:

  • Contact us within 2 days of delivery
  • Email us at kaayheritage@gmail.com
  • Attach:
    • Unboxing video
    • Clear images of the issue
    • Order details

Requests raised after this timeframe may not be considered.

4. Resolution Process

Once your request is reviewed and approved:

  • We will offer a replacement, subject to availability
  • If a replacement is not available, a refund will be initiated

Our team aims to resolve all valid requests promptly and fairly.

5. Refund Process & Timing

  • Refunds will be processed to the original payment method
  • Processing time: 5 days

Please note:

  • Shipping charges (if any) are non-refundable
  • Refund timelines may vary depending on your bank or payment provider

6. Return Shipping

  • For approved damaged/defective cases, return shipping will be handled by us or reimbursed as per our process
  • Customers are advised not to ship products back without confirmation from our team

7. Non-Returnable Items

The following items are not eligible for return:

  • Products without an unboxing video
  • Items that have been used, worn, or washed
  • Products without original tags and packaging
  • Items damaged after delivery due to misuse