REFUND POLICY

Return\Exchange\Refund Policy

Non-returnable or exchangeable conditions:

Our products are high-end luxury goods, especially underwear, which are handmade. Once the goods are shipped, we do not accept returns or exchanges unless there are quality problems with the products. Please read the product details and view product pictures and videos before placing an order.
The following situations are not eligible for return or exchange:
1. More than 14 days after signature: If the express tracking shows that the package has been signed for more than 14 days, returns or exchanges will not be accepted.
2. The anti-counterfeiting buckle is damaged: If the anti-counterfeiting buckle on the product has been removed, returns or exchanges will not be accepted.
3. Handmade differences are not quality issues: Slight color changes, pattern differences, inherent handmade products, 4. Slight flaws or differences in softness and hardness are not considered product quality issues and are not eligible for return or exchange.
5. Timeliness issues: We cannot guarantee the timeliness of global express services, so we do not accept returns or exchanges due to delivery time issues.
6. Intentional damage: Quality problems caused by intentional damage by customers are not eligible for return or exchange.
7. Custom sizes and colors: Returns, exchanges or refunds are not accepted for products with custom sizes and colors.
8. Within 14 days after order production: Since the product is handmade, production has started within 14 days after the customer placed the order and paid. Therefore, during this period, the customer shall not request a refund or terminate express delivery or refuse to accept express delivery or refuse to pay for import for any reason. tariff.
9. Refusal to pay import duties: If the customer refuses to pay import duties without valid reasons, the package will be destroyed directly by the local customs and we will not provide a refund.
10. Undelivery due to incorrect address: If the address provided by the customer is incorrect and the package cannot be delivered, or the express delivery shows that the package has been delivered, but the customer denies receipt, no refund will be provided.
11. Address change fee: After the package is sent, if the customer wants to change the address, the customer must handle any address change directly with the courier company, and the relevant costs will be borne by the customer.
Inappropriate size: Customers have read the product size description before purchasing the product and selected the product size according to their body shape. If the product is not the right size after you receive it, there will be no returns or refunds or exchanges.

2. Conditions for return or exchange:

The following conditions must be met to qualify:
1. Sign for receipt within the last 3 days: Package tracking must show that the package was signed for within the last 3 days.
2. The anti-counterfeiting buckle is intact: The anti-counterfeiting buckle must be kept intact.
3. Obvious quality problems: The product must have obvious quality problems (due to manufacturing or shipping).
All three conditions must be met to be eligible.

Return or exchange process:

1. If your product meets the above conditions, please contact our customer service and provide clear photos of the product showing the defect.
2. Once we confirm the problem, you will be eligible for return or exchange.
3. Customers need to send the currently returned products back to our designated warehouse, and the customer is responsible for the returned domestic or international express delivery costs.
4. Please use a courier company with a tracking number, as we do not accept return packages without a tracking number.
5. If a customer returns a package without a tracking number and we do not receive the returned package, we will not be able to confirm receipt of the returned product and we will not be able to refund. In this case, the customer will bear the total loss of the order.
6. After receiving the customer's return package and confirming that there are no quality problems, we will immediately exchange the product or partially refund it. When refunding, we will deduct the actual express delivery cost of the package sent to the customer and only refund the cost of the product.
7. If the return is caused by the consumer, the consumer will bear the shipping cost. The specific cost depends on the courier company you choose.
8. If the goods received are damaged or incorrect due to our fault, consumers do not need to bear the shipping costs.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@kayasuba.com.

Please note that when purchasing underwear products or customized products, it is recommended that you fully understand the relevant return and exchange policies and conditions before placing an order. If you have any questions, it is recommended to consult a legal professional. Once you purchase goods on this website, it means that you have carefully read and implicitly agreed to the above return and exchange policy, and agree to follow the above return and exchange instructions. To avoid unnecessary confusion, be sure to research the policies carefully during the shopping process and contact customer service for more information if needed.

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