Refund policy

• We accept exchanges & returns within 14 days of receiving. Free gifts, bras & underwear and items marked final sale are not eligible for return/refund.

• Products must be returned unworn, unwashed, in their original condition and with all tags and liners attached. You’ll also need the receipt or proof of purchase.

• Please try on items without wearing makeup, perfume, or beauty products that can leave marks or scents, as this could make the item non-returnable.

• We ask that you wear underwear when first trying on your purchase, as we reserve the right to refuse returns that show any signs of wear.

To start a return, you can contact us at support@kaylanie.com. Please note that returns must be sent to the return address we provide you with. Please note that the customer is responsible for the return or replacement shipping costs

    If your turn 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. 

    You can always contact us for any return questions at support@kaylanie.com.


    Damages and issues
    Please inspect your order upon reception and contact us immediately if the item is defective, or 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, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

    Unfortunately, we cannot accept returns/refunds on sale items, gift cards, or shipping costs.

     

    European Union 14-day cooling off period
    Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, 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.

    Shipping costs refunds                                                                                                Please note that shipping costs are generally non-refundable unless the product is faulty or does not match the description. We currently only offer express shipping and above. For returns due to change of mind, shipping fees will not be refunded in most cases. However, in compliance with regional laws, customers in the United Kingdom who cancel their order within 14 days of receipt (under the Consumer Contracts Regulations) will be entitled to a refund of the shipping cost. Additionally, in the event of a defective or misrepresented product, we will refund the entire purchase amount, including shipping costs, in all regions, including the United States, United Kingdom, Australia, and New Zealand.

     

    Here’s an updated and detailed paragraph that includes references to the relevant laws in each region:

    Fit-Related and Change of Mind Returns: Customers in the United States, Australia, and New Zealand are not eligible for returns or exchanges due to change of mind, including fit-related returns. This policy is supported by consumer laws in each country:
    United States: Under U.S. law, there is no federal mandate requiring businesses to accept returns for change of mind, including fit-related reasons, provided this is clearly stated in the return policy.
    Australia: According to the Australian Consumer Law (ACL), businesses are not required to provide a refund or exchange if a customer simply changes their mind or chooses the wrong size (Competition and Consumer Act 2010, Schedule 2).
    New Zealand: Under the Consumer Guarantees Act (CGA), businesses are not required to accept returns for change of mind, including improper fit, unless the product is faulty or does not match the description.

    However, customers in the United Kingdom are entitled to return items for any reason, including improper fit, within 14 days of receiving their order, in accordance with the Consumer Contracts Regulations 2013. This regulation gives customers a right to cancel and return products within this 14-day "cooling-off" period, with a full refund, including standard shipping costs.

    Replacement/Exchange Policy
    If you choose to receive a free replacement for an item, please note that you will no longer be eligible for a refund for that product. Once a replacement has been processed, the original purchase is considered final. However, if the replacement item is found to be faulty, damaged, or not as described, you may still be eligible for a refund in accordance with consumer protection laws. Please note that the customer is responsible for the shipping costs. This policy applies to all customers, with applicable exceptions based on local consumer laws in the United States, United Kingdom, Australia, and New Zealand.

    Refunds
    We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
    If more than 15 business days have passed since we’ve approved your return, please contact us at support@kaylanie.com.