RETURNS &EXCHANGES
Your satisfaction matters to us.
We accept returns.
We want you to be completely happy with your purchase. So, if you aren't satisfied with what you have received, we will gladly accept a return of the product, against an exchange or a refund.
READ OUR RETURNS & EXCHANGES POLICY
(Applicable to both Singapore & international orders)
RETURNS PROCEDURE
Please follow the steps & terms below, to effect a return.
EMAIL US
Please email us your return request within 7 days of receipt of parcel.
Please include the invoice/order number & the reason for the return.
RETURN SHIP THE PRODUCT
Once we have accepted your return request by email, you will have to courier the product back to us.
Kindly note, you will be responsible for the return shipping charges.
RETURN TIMELINE
Singapore returns must be received within 3 days of our return acceptance.
International returns must be received within 21 days of our return acceptance.
We will not be able to accept returned items that we receive beyond the stated timeline.
RETURNED PRODUCT CONDITION
Product should be in its original, unused condition with all of its packaging & tags intact.
To avoid damage in transit, please pack the product carefully, preferably in a cardboard box & ship it through a reputed courier service.
RETURNS PACKAGING
Please state the original invoice/order number in the outer package.
Please do not write on any of our branded packaging.
Please do not use our branded packaging as the shipping carton or packaging.
CONDITIONS IN WHICH WE DON'T ACCEPT RETURNS
DELAYED INTIMATION
You have emailed us a return request later than 7 days of receiving your parcel
DELAYED RETURN SHIPMENT
For Singapore orders, if we have received the parcel later than 3 days of us accepting your return request.
For international orders, if we have received the parcel later than 21 days of us accepting your return request.
LOST OR DAMAGED PRODUCT OR PACKAGING
The product looks worn or used and/or, the packaging has been damaged.
The product and/or packaging has been damaged in transit
The product and/or packaging has been lost or stolen in transit.
SALE & DISCOUNTED ITEMS
We do not accept returns of products bought on sale, with discount codes, online promotions or flash sales.
We do not accept returns of products bought at pop-ups, fairs or offline retail events.
ALL EARRINGS
For hygiene purposes, we do not accept any returns on earrings. All earring sales are final.
REFUNDS
REFUND CONDITIONS
Refunds will be processed only if all the return conditions have been satisfied.
REFUND TIMELINE
We will process the refund within 14 days of us having received the returned product.
MODE OF REFUND
Mostly, the refund will be made using the same mode of payment used at the time of the order.
REFUND EXCLUSIONS
Refunds do not include shipping charges paid by you on the original order
We are unable to refund the customs duties paid by you on your original order.
You can contact your local customs authorities to reclaim the duty you had paid, on the item that is being returned.
EXCHANGES
Instead of a refund, you can opt to exchange your the product
RETURN CONDITIONS
Return conditions are the same as those for refunds.
We will send in the new exchanged product only when we receive the returned one.
EXCHANGED PRODUCT
You can exchange your purchase for any different item that may be a variant in colour, size, design or a completely different product altogether. Exchange against a new, ready-to-ship product is subject to stock availability of the same.
EXCHANGE VALUE
You can exchange the item for an item of any value.
If the new product chosen is of higher value, you will have to pay the difference.
If the new product is of lower value, we will issue you store credit for the difference.
This store credit has no expiry date and will be valid until you use it.
EXCHANGE FOR A MADE-TO-ORDER PRODUCT
If the new product chosen is being made to order, you will have to wait for 4-5 weeks of processing time before it is shipped out to you.
SHIPPING COSTS
Kindly note, you will be responsible for the cost of shipping & customs duties ( if any) of the newly exchanged product back to you.
You can check with your local customs authorities to claim back the customs duty you paid on the original returned item.
RETURNS OF INCORRECT OR DEFECTIVE PRODUCT
We are passionate about quality, so we use only the best of materials & the finest of craftsmanship for our products.
Moreover, we check every piece thoroughly before shipping it out.
EMAIL US
In the rarest of times that we may have missed out on something, & you receive a defective or an incorrect item, please email us promptly at contact@kanyeka.com
To help us serve you better, please include in your email, clear pictures of the incorrect product or the defect.
TYPES OF DEFECTS
Products can be considered faulty if they are severely damaged or broken or have parts missing, making them unwearable.
EXCLUSIONS
Defects DO NOT include minor imperfections, marks, slight shade variations, slight measurement variations etc. In fact, these are features of the natural materials used and the hand crafting techniques employed and put together, are a hallmark of true artisanal luxury.
Kindly note, we will not accept as manufacturing defects, items that have been broken or damaged by rough handling during unboxing, trying on, wearing etc.
We encourage you to follow our instructions on care and storage of the products as we will not be responsible for damage from regular wear and tear, incorrect storage and general use.
REPLACE
If the item is indeed faulty or is incorrect, and you opt for a replacement, we will send you a new piece.
In this case, we will bear the cost of the return shipping of the damaged piece back to us & will also cover the shipping cost of the replacement item along with the customs duties( if any) on this new piece.
REFUND
In case you prefer a refund, we will refund you the total cost of the product, the shipping charges borne by you on the original order and also the customs duties (if any) that you may have paid on this.
**Kindly note, we will refund/absorb these original &/or new expenditures ONLY if we have sent you an incorrect or a defective product.
Need more information on this ?
If you have any specific queries regarding our return & exchange policy, you can contact us in any one of the ways below, and we'll get back to you as soon as we can.
CHAT: The quickest way to reach us,
write in, in our live chat window with your name, message and contact details, & we'll reply as quickly as we can.
(during business hours).
WHATSAPP: Send us a WhatsApp text message at +65-9106 7564
EMAIL: contact@kanyeka.com
Alternatively, you can fill in the form below and we'll write back at the earliest.