Refund policy

Return Window: We understand that sometimes a purchase doesn't work out. That's why we offer a 15-day return period from the date of your purchase to make any returns or exchanges. Please note, this policy does not extend to items bought on SALE or discount, which are considered final sales.

Eligibility Criteria: To qualify for a return, your item must be in the same unused condition as when you received it. It's important that the item remains unaltered and in its original packaging.

Non-returnable Items: While we strive to accommodate most returns, certain types of goods cannot be returned due to their nature. This includes all worn or used items. 

Proof of Purchase: To process your return smoothly, we require a receipt or proof of purchase. Please keep your receipt safe as it is essential for returning your items.

Contact Us First: Your satisfaction is important to us. Before sending any items back, please contact us. This ensures we can guide you through the return process and offer any additional support needed.

How to Reach Us: For any questions about returns or to initiate a return, please contact our customer service at info@kayatulum.com. Our team is here to help and ensure your return experience is as seamless as possible.

Refunds (if applicable) 

Inspection and Notification: Upon receiving your returned item, we will conduct a thorough inspection. You will be promptly notified via email once this is completed. This email will confirm the receipt of your item and inform you about the approval or rejection of your refund.

Refund Approval: If your return is approved, rest assured, your refund will be processed without delay. The refunded amount will be credited back to your original method of payment, whether it's a credit card or PayPal.

Timing of Refund: We strive to ensure that refunds are processed swiftly. Once approved, the refund will typically reflect in your account within a specified number of days. We appreciate your patience during this period.

Need Assistance? If you have any queries regarding the status of your return or refund, please feel free to contact our customer service team at info@kayatulum.com. We are here to assist you every step of the way. 

 

Guidance on Late or Missing Refunds

Understanding the Timeline: We recognize that waiting for a refund can be a source of concern. Please note that refund processing involves several stages, which can take a few weeks. We appreciate your patience and understanding during this time.

Initial Steps:

  1. Recheck Your Bank Account: Before proceeding, kindly recheck your bank account. Sometimes refunds take a while to be reflected in your account balance.
  2. Contact Your Credit Card Company: If the refund is not yet visible, the next step is to contact your credit card company. Credit card refunds can take additional time to post, so they might inform you of any expected delay.
  3. Speak with Your Bank: If the refund is still not evident, we advise you to contact your bank next. Banks often have processing times, which could be the reason for the delay.

Need Our Help? If you've followed these steps and still have not received your refund, please get in touch with us at info@kayatulum.com. Our dedicated customer service team will assist you in tracking down the refund and will do everything possible to resolve the issue swiftly.

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.