Returns & Exchanges
Changed your mind or simply not quite right? We’re here to make returns and exchanges as smooth and fair as possible. You can return any full-priced, unused item within 90 days of receipt.
Return conditions may vary depending on your country of purchase. See the details below:
Returns from the United States will be charged a $100 processing fee.
This fee will be deducted from your refund amount.
Returns from Canada will be charged a $100 CAD processing fee.
This fee will be deducted from your refund amount.
Please note that any import taxes or duties paid at delivery will not be refunded.
Please consult the returns information of our EU Shop.
Return conditions
To be eligible for a refund, products must be returned within 90 days of receipt in a new-like, resalable condition with:
- The security label still attached;
- The protective film on the feet of the bag intact;
- No scratches on the metal hardware;
- All original packaging (boxes, dust bags, and tags) included;
- All accessories present (such as detachable straps).
We are unable to offer an exchange or refund on items that are worn, damaged, not in their original packaging or missing any packaging.Â
KAAI reserves the right to refuse any return that does not meet our requirements. If your return is not accepted, it can be sent back to you at your own expense and no refund will be issued.
Non-refundable items
Please note that the following items are non-refundable:Â
- Gift cards;Â
- Items purchased with a gift card;Â
- Sale items;
- Hand-painted items;Â
- Customized items.
Refunds
Refunds are issued to your original payment method. Please allow up to 10 business days for processing once we receive your item. You will receive a confirmation email as soon as your return is finalized.
Exchanges
If you would like to change the color, size or style of the item you ordered, please contact us at hello@kaaibags.com to start the exchange process. KAAI can either arrange for a refund or a voucher to allow you to place a new online order of the item of your choice. Please note that the return fee for your country will be applicable.
Fees for uncollected packages
If a package is not collected on time and is returned to our warehouse, the return fee for your country will be applicable.
Bought through one of our partners?
Purchases made through partnered retailers are subject to that retailer's specific return and cancellation policies. Please contact the original point of purchase directly, as we are unable to process these returns on their behalf.
How do I initiate a return?
To initiate a return or to exchange your KAAI item, please contact us at hello@kaaibags.com, mentioning your Order# in the subject line and a reason for return. We’ll respond promptly with next steps to manage your return and will provide you a return label.
Any other questions?
Please consult our FAQ page.
