REFUND, RETURNS & EXCHANGES POLICY

We offer a 7-day return policy from the date you receive your order.

Please note: We do not offer refunds for change of mind or incorrect sizing.

If you’re not completely satisfied with your purchase, eligible items may be returned for Kayli store credit, provided all Return Conditions are met. Store credits never expire.

Refunds to the Original Payment Method

Refunds to the original payment method are only available when an item is confirmed by Kayli to be faulty, damaged, or incorrect.

Refunds to the original payment method are not available for change of mind, incorrect sizing, fit preference, color preference, style preference, or personal preference.

All other eligible returns are issued as Kayli store credit only.

Original shipping costs are non-refundable.

Return Conditions

Please take good care of your Kayli pieces when trying them on.

To be eligible for a return or size exchange, items must be in 100% original, unworn, and resalable condition.

Items must be:

Unworn and unwashed
Free from perfume, deodorant, makeup, fake tan, body lotion, marks, stains, pet hair, odors, or any other signs of wear
Free from tears, stretching, or damage
With all original tags and labels attached
Returned in their original packaging
In original, resalable condition

Bottoms must be tried on over underwear.

Please do not remove any tags or labels until you are certain you are keeping the item.

All returned items are inspected upon arrival.

Items that do not meet these conditions will not be accepted for return, store credit, exchange, or refund.

Sale & Final Sale Items

All Sale and Final Sale items are final.
Sale and Final Sale items are not eligible for returns, refunds, size exchanges, or store credit.

Please review product details and sizing information carefully before purchasing a Sale or Final Sale item.

Size Exchanges

Size exchange requests must be made within 5 calendar days of delivery.
Exchanges are accepted for sizing issues only and are subject to stock availability.
Exchanges are available for the same item in a different size.
All Return Conditions must be met.
Customers are responsible for the cost of shipping the original item back to Kayli.

Due to the limited quantities of our collections, replacement sizes cannot be guaranteed.

If the requested replacement size is unavailable, a Kayli store credit (digital gift card with no expiry) will be issued for the value of the eligible returned item.

Return Postage

Customers are responsible for return shipping costs.
Original shipping fees are non-refundable.
We recommend using a trackable shipping service.

Kayli is not responsible for return packages that are lost or damaged in transit.

Processing Time

Returns and exchanges are processed within 2–3 business days of receipt and inspection.

Approved returns will be issued as:

A Kayli store credit (digital gift card with no expiry), or
A size exchange, where applicable.

Faulty, Damaged or Incorrect Items

If your item arrives faulty, damaged, or you receive an incorrect item, please contact Kayli within 7 calendar days of delivery with photos and your order number.

Once reviewed and confirmed by Kayli, faulty, damaged, or incorrect items may be eligible for a refund, replacement, or exchange.

Approved refunds will be returned to the original payment method and may take approximately 5–11 business days to appear, depending on your financial institution.

Return Authorization

Do not send any item back before receiving return authorization and instructions from Kayli.

Items sent without prior authorization may not be accepted.

Questions?

If you have any questions about returns, refunds, exchanges, or your order, please contact us through our Contact Us form or email us at info@kayliactive.com.