Return & Exchange Policy
Last Updated: 5 August 2026
At KAYO Luxury, every product is carefully inspected before dispatch. We want you to receive your order in perfect condition and enjoy a smooth shopping experience. This policy explains the conditions and procedure for requesting a return, exchange or refund.
Request Window
A return or exchange request must be submitted within 7 calendar days of delivery.
For a damaged, defective, tampered or incorrect product, please contact us within 24 hours of delivery.
Requests received after the applicable period may not be accepted, except where required under applicable law.
Eligibility
A product may be eligible when it is damaged, defective, incorrectly delivered, materially different from its website description or approved for exchange within the permitted period.
The product must be unused, unworn and unaltered, with all tags, labels, protective coverings, accessories, invoice, box, dust bag and original packaging.
It must be free from marks, stains, scratches, odour or customer-caused damage. All requests are subject to inspection and approval.
Change-of-Mind Returns
A return due to personal preference, colour choice or change of mind may be accepted only after approval from KAYO Luxury.
The product must satisfy all eligibility conditions. Reverse-shipping, original shipping, Cash on Delivery or payment-processing charges may be non-refundable.
The approved value may be issued as store credit or refunded to the original payment method, as confirmed during approval.
Exchange Conditions
An approved product may be exchanged for another colour or available product of equal value.
If the replacement costs more, the customer must pay the difference. If it costs less, the balance may be issued as store credit or refunded, depending on the approved resolution.
Exchanges depend on availability. Normally, one exchange is permitted per order unless the replacement is damaged, defective or incorrect.
Damaged or Incorrect Product
Please record a clear, continuous unboxing video and photograph the outer packaging, shipping label and product.
Contact us within 24 hours and share your order number, registered mobile number, photographs and video.
Do not use or alter the product, remove tags or protective coverings, or discard the packaging while the request is reviewed. After verification, we may arrange a replacement, exchange or refund.
Sufficient evidence may be required to verify transit damage; this requirement does not limit rights available under applicable law.
Non-Returnable Products
- Used, worn, altered or customer-damaged products
- Products with missing tags, accessories or packaging
- Items showing stains, scratches, odour or signs of use
- Personalised, customised or made-to-order products
- Gift cards, vouchers, store credit or complimentary gifts
- Clearance or final-sale products, unless defective or incorrectly delivered
- Products returned without prior approval
These restrictions do not apply where a remedy is required under applicable law.
Colour & Appearance
We make every reasonable effort to display product colours and details accurately.
Slight variations may occur due to screen settings, lighting, photography or characteristics of the material and manufacturing process.
Minor variations that do not affect the product’s intended use may not be treated as defects.
How to Submit a Request
Email contact@kayoluxury.com with your name, order number, registered mobile number, reason, clear photographs, applicable unboxing video and preferred resolution.
Do not send a product back without receiving return instructions and approval. Unauthorised returns may not be accepted or processed.
Return Pickup & Shipping
Where available, KAYO Luxury may arrange reverse pickup from the original delivery address. Otherwise, the customer may be asked to use a reliable, trackable courier.
For a verified damaged, defective or incorrect product, reasonable return-shipping costs will be borne or reimbursed by KAYO Luxury.
For preference-based returns or exchanges, reverse and reshipping charges may be payable by the customer. Retain the courier receipt and tracking details until completion.
Product Inspection
Returned products are inspected after reaching us. Inspection may take approximately 2–4 business days.
If a returned product does not meet the eligibility conditions, the request may be declined. It may be sent back to the customer after applicable shipping charges are paid.
Refunds
After an eligible return is received, inspected and approved, the refund will generally be initiated within 5–7 business days.
Refunds are normally issued to the original payment method. Bank or payment-provider processing time may vary.
Approved Cash on Delivery refunds may be processed by bank transfer or another available method. Accurate customer details are required.
Non-Refundable Charges
Unless the return results from a damaged, defective or incorrectly delivered product, the following may not be refundable:
- Original shipping and reverse-pickup charges
- Reshipping or Cash on Delivery charges
- Payment processing charges, where applicable
- Gift-wrapping or special packaging charges
Any applicable deduction will be communicated before approval.
Cancellation Before Dispatch
A cancellation request may be accepted if the order has not already been processed or dispatched.
After dispatch, cancellation may not be possible and the applicable return procedure may need to be followed after delivery.
Promotional Orders
Refunds for discounted orders are based on the amount actually paid after applicable discounts.
Coupons and promotional benefits may not be reissued unless specifically approved. If a partial return removes eligibility for a bundle or promotion, the refund may be adjusted accordingly.