Refunds, Returns and Exchanges

We offer a full 7-day guarantee.

 

We will replace the item if:

  • wrong item/delivered (for replacement)
  • defective item or unusable state (for replacement)
  • for cosmetics or similar products, it must be unused. If the item is already used or tested, we do not accept returns of used items due to hygienic issues.
  • Electronics/battery operated products - factory damage within 7 days of delivery (make sure you troubleshoot first before contacting us). Use BRAND NEW Eveready or Energizer battery as most times, the product is working and the customer just used a low-quality battery.  (for replacement)

Once we received the item, if the item is indeed defective, we will either replace it or you can send it back to us for a refund depending on the item's state.  

The item must be in the original packaging. 

Please Note: For refund request, customer will pay for return shipping. Please use trackable shipping for your protection so you will know once the fulfillment center has received your item and refund is ready to be processed. We will send the refund back to the customer through Smart Padala (for COD), credit card or Paypal used in the purchase within 7 business days upon receipt of the item in good condition. 

You have 7 days after the date of delivery to contact us and return your items. 

For replacement of broken items, we will replace it at no cost to you. If you prefer a refund, customer will pay for the return shipping fee.

For all applicable returns, please email us at support@kikayland.com and we'll be emailing you of the return address that is nearest to you.

 

Email format:

Subject: RETURN/EXCHANGE

Name:

Complete Address:

Date of Delivery (will also confirm with courier):

Reason for Return/exchange request:

Please attach a photo and/or video showing the defect:

For cosmetics, photo must clearly show that the item is unused and unopened.

For damaged items asking for refunds, send us your nearest SMART PADALA biller code:

 

What if the product doesn't work as I expected? It is the customer's responsibility to read the product details and features before buying. If it doesn't have the feature you thought it had, please check the product description. We do not entertain refund if you assumed the product has other features. If the product has a factory defect, please contact our support team within 7 days. See above instructions.

 

I changed my mind or I don't like the product anymore? There are no refunds due to change of mind. Change of mind includes cases such as if the product arrived in usable condition and you just didn't like it, you didn't like how it fits you, or it doesn't have the feature you hope it had. It is the customer's responsibility to read the full product details and features before buying. We only entertain 7 day guarantee for product defects or change sizes. P.S. Damaged boxes due to couriers fault are also not acceptable reason for refund.

 

Incorrect size: For customer error, we usually will not refund or replace for free if you incorrectly ordered an item and the fitting is not right since we have already provided sizing for your references. We can however, replace the item if the customer agrees to pay for the shipping fee.

Email format:

Subject: EXCHANGE SIZE

Name:

Complete Address:

Date of Delivery (will also confirm with courier):

Reason for Return/exchange request:

Please attach a photo and/or video showing the defect

 

What do I do if I ordered a correctly, but received the wrong item or size?

  • If this happens, we are truly sorry. Please email us at  support@kikayland.com and tell us your full name and how we messed up.  
  • If the fault is ours, we will take care of you and cover all costs of getting you the item and size. We will send you a new product and pay for your shipping to send that one back to us. We are human and do make mistakes.  We will make sure to correct the issue ASAP!

 

STILL HAVE QUESTIONS?

  • Sure, no problem! Our FB chat support team only handles orders and product inquiry. For after-sales, 7 days guarantee, it is best to contact our after-sales team through email: support@kikayland.com and we'll get back to you within 72 hours.
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