SHIPPING & RETURNS

First, if you have a need to consider refunds and returns, you likely ordered a product from us. Which means we owe you a "thank you!"

Nothing makes us happier than a legion of happy Kayu living customers. That said, here are some things you might want to know...

 

ORDER CANCELLATION:

 

Unfortunately we cannot promise that it will be possible to change or cancel your order once it has been placed. However you can try to contact us within 12 hours, we will do our best to assist you. Kayu living wants our customers to be satisfied with their purchases.

 

Please email us at kayu.living.bali@gmail.com with CANCEL as subject.

 

NOT HAPPY WITH YOUR NEW GOODS? IF THIS IS THE CASE YOU CAN RETURN YOUR ITEM(S) TO US FOR A REFUND PROVIDED:

 

• Items are returned within 7 days of the date you received your parcel for a credit note providing the product is in original condition.

• Items are in an unused,  re-saleable condition, with all original manufacturer's packaging, materials, and accessories, including instruction booklets, packing inserts, and blank warranty cards. If the return is received damaged, you will not be eligible for a credit or exchange.

• Items are in the same condition that you received it, unworn, with tags, in their original packaging and in perfect condition.

 

To qualify in returning the product/s under our refund policy, the product/s must be in their original packaging, along with all included accessories, in new condition, and must not be damaged in any way during the time that the item is in the customer's possession.

The product is deemed to be in the customer's possession until the product is received by us pursuant to this policy.

Please note that once the item is received, a 15% restocking fee applies upon the issuance of a refund pursuant to this policy.

 

Please note that if the product has been purchased with an additional discount (on top of the already discounted price), this automatically voids the warranty stated above, as this is already classified as a clearance item. Hence, no refunds and no returns in this case.

Any items purchased from the 'Sale' section cannot be returned for an exchange, no exceptions. Any 'Sale' items which are returned will be refused upon delivery.

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Please note Kayu living reserves the right to refuse a return if it does not meet the conditions outlined above. 

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Kayu living take many photos to accurately display their products so that you can make an informed purchase. Please note your credit note will be issued minus a 10% restocking fee. The restocking fee is to cover costs associated with but not limited to non refundable third party payment provider fees and merchant fees associated with the purchase, administration fees, and associated warehouse costs.

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Approved Credit notes will be for the price of the item only, minus the restocking fee. Original postage and return postage is the responsibility of the customer.

 

 

DO I HAVE TO PAY TO RETURN AN ITEM?

 

Yes. You as the buyer will be responsible for the cost of your return postage via whichever postal service you prefer.

International orders: Standard airmail is the most used service for returns, however, for peace of mind, you may wish to send via a tracked service.

 

 

HOW DO I RETURN AN ITEM?

 

• Email us at support@kayuliving with RETURN subject for instructions

• Indicate your order number

• Indicate the item you wish to return

• We constantly try to improve our products so please indicate the reason for your return

 

If your return is accepted, we’ll send you instructions on how and where to send your package. Kindly note that items sent back to us without first requesting a return will not be accepted.

 

You can always contact us for any return question at kayu.living.bali@gmail.com .

 

 

 

HOW SHOULD I PACKAGE MY RETURN?

 

All returns need to be adequately packaged to avoid damage in transit. You are responsible for the item until it arrives back to us and we cannot issue refunds or replacements for goods damaged or missing during transit.

 

Once we receive your return we will inspect the item(s) to ensure they have been returned in line with our returns policy.

 

Please allow 10 working days for your return to be inspected and 3-5 working days for the payment to be credited back to your account.

 

We reserve the right not to issue a refund if the item(s) have been returned outside the terms of our returns policy.

 

There are certain situations where only partial refunds and/or credit notes are granted at our discretion (if applicable):

• Any item not in its original condition, damaged or with missing parts for reasons not due to our error

• Any item that is returned more than 30 days after delivery date

 

 

REFUNDS

 

The refund will be issued once we will receive the item completely undamaged and unused. Please note that if the item has been used or looks damaged, we cannot provide a refund on your order.

 

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not.

 

If your return is approved, your refund will be processed and a credit will automatically be applied to your credit card or original method of payment, within 10 days from our inspection.

 

You will then receive an email notifying you of the refund.

 

 

NON-REFUNDABLE ITEMS

• Free gifts or promotional items

• Gift cards

 

We accept Paypal (including credit card) payments and Afterpay, ZipPay and Laybuy.

Please note if you use one of these payment methods and request a refund for any reason, you will be refunded minus a 10% fee. These third party payment providers do not refund their fees with a cancelled order and we will not be held liable for these fees.

 

EXCHANGES

 

We do not offer exchanges. If you wish to exchange an item we ask that you return said item for a refund and then reorder through the website.

We only replace items if they are defective or damaged.

 

FAULTY GOODS

 

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. We will instruct you once you have made contact. Claims for incorrect items can only be made within 48 hours of receipt of goods.

 

If you think you have received a faulty item please contact us within 48 hours of receiving your order with a photo or video of the fault, we will then offer a replacement, repair or refund.

 

After 48 hours the order will be accepted by you and assumed to be correct and not faulty or damaged, meaning that no refund or replacement will be issued.

 

All items reported as faulty will be inspected by us upon arrival. Please bear in mind that items showing defects deemed to be due to accidental damage, general wear and tear, age or neglect will not be regarded as faulty.

 

 

 

SHIPPING DELAYS

 

We do not provide refunds due to shipping delays.

If your item has not arrived, but has been shipped by us and your local postal company claims it was "Delivered", this is not in our responsibility and we cannot refund this transaction.

Depending on the case, we can resend the item free of charge, or give you a coupon to order something else from our store.

 "Delivered" items that have not arrived at your door or mailbox, should be solved with your local postal office, as they marked it as Delivered.

 

LOST OR STOLEN PACKAGES

 

Kayu living is not responsible for lost or stolen packages confirmed to be delivered to the address entered for an order. Upon inquiry, Kayu living will confirm the delivery to the address provided, date of delivery, tracking information, and shipping carrier information for the customer to investigate. Please make sure to enter the correct delivery address, we can not be responsible for lost packages delivered to the wrong address.

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