RETURNS

Your 100% satisfaction is important, so we offer a 28-days Return & Exchange Policy:

• If a product gets damaged or was faulty upon a delivery - we offer 100% refund or exchange.
• Timing: we have a 28-days Return & Exchange Policy, since the day item was received.
• To be eligible for a return, goods must be unopened, unused, undamaged and accompanied by proof of purchase.
• For returns, please email info@kaiaequine.com with the subject 'Returns' and include your order number, name and the reason for the return. Please provide evidence of the damaged item if you want a replacement delivered. 
• We will provide you with instructions on where to send returned goods. We strongly recommended getting proof of postage when returning goods to avoid "lost packages" situations.
• Unfortunately we are unable to offer freepost returns and it is the customer's responsibility to pay for any return postage costs. If you receive a refund, the cost of return shipping will be deducted from your refund.
• When the returned item is received and inspected, the customer receives a confirmation email, notifying about the status of the refund.
• If the refund is approved, then it will be processed and a credit will automatically be applied to the customer's credit card or original payment method shortly after.
• Please allow between 5-10 working days from receipt of your returned parcel to process your exchange or refund.

Our policy lasts 28 days. If 28 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging and with the tags still attached.

Late or missing refunds 

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@kaiaequine.com.

Can I return a sale item(s)?

Only regular priced items may be refunded, unfortunately sale items cannot be refunded. Final sale items are exchange only and cannot be refunded; this includes all discounted and promotional items. 

Other questions?

If you need any further help with regard to shipping and returns, please get in touch at info@kaiaequine.com and we’d be happy to help.