Refund policy

Returns 

Our policy lasts 15 days. If 15 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange. This does not apply to SALE/discount items. This only applies to Online Sales.

 

To be eligible for a return, your item must be unused and in the same condition that you received it.   

Several types of goods are exempt from being returned. Perishable goods such as copal cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases. 

To complete your return, we require a receipt or proof of purchase. 

Important: Please do not send your purchase back to us before contacting us. 

 

Refunds (if applicable) 

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. 

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card, original method of payment, or Paypal within a certain amount of days. 

 

Late or missing refunds (if applicable) 

Please consider that all refunds have a process, and it can take a couple of weeks. If you haven’t received a refund yet, first check your bank account again. 

Then contact your credit card company, it may take some time before your refund is officially posted. 

Next contact your bank. There is often some processing time before a refund is posted. 

If you’ve done all of this and you still have not received your refund yet, please contact us at info@kayatulum.com. 

 

Sale items (if applicable) 

Only regular priced items may be refunded, unfortunately sale items cannot be refunded. 

 

Exchanges (if applicable) 

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at info@kayatulum.com and send your item to: Carretera Tulum-Boca Paila Km. 9.5, Zona Hotelera. CP 77780 Tulum, Quintana Roo. Mexico. Reference: Kaya Boutique (Reference is very important)

 

Shipping 

To return your product, you should mail your product to: Carretera Tulum-Boca Paila Km. 9.5, Zona Hotelera. CP 77780 Tulum, Quintana Roo. Mexico. Reference: Kaya Boutique (Reference is very important)

 

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. 

 

Depending on where you live, the time it may take for your exchanged product to reach you, may vary. 

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item. 

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