At KAIMZONE, we want you to have a smooth and satisfactory shopping experience. If you are not completely satisfied with your purchase, you may be eligible to request a return or refund in accordance with the conditions outlined below.

1. Return Eligibility

To request a return, please contact us within 14 days of receiving your order.

Returned products should generally be:

• Unused and in their original condition
• In their original packaging, where applicable
• Complete with all accessories, tags and included items
• Free from damage caused by misuse, washing, alteration or improper handling

Products that do not meet the applicable return conditions may be refused.

2. How to Request a Return

To request a return, please contact our customer support team with:

• Your order number
• Name and contact details used for the order
• Product name
• Reason for the return
• Photographs or other supporting information, where applicable

Our team will review your request and provide return instructions if the return is approved.

Please do not send a product back before receiving return instructions from us.

3. Damaged, Defective or Incorrect Products

If your order arrives damaged, defective or you receive a product different from what you ordered, please contact us as soon as possible after delivery.

We may request clear photographs or videos of the product, packaging and shipping label to help us investigate the issue.

Where the issue is verified, we may offer an appropriate resolution such as a replacement, exchange or refund, subject to applicable consumer rights.

4. Change of Mind

If you change your mind about a purchase, you may be able to return the product provided it meets our return requirements and any applicable legal cancellation rights.

The product should be returned unused and in suitable condition with its original packaging where applicable.

Some products may be excluded from change-of-mind returns because of their nature, hygiene considerations, personalisation or other applicable restrictions.

5. Non-Returnable Products

Certain products may not be eligible for return, including products that:

• Have been used, damaged or altered after delivery
• Are personalised or made specifically to customer requirements
• Cannot reasonably be returned for hygiene or health-related reasons once opened
• Have been damaged through improper use or handling
• Are otherwise excluded under applicable law

Where a product is non-returnable, this will be communicated where appropriate.

6. Return Shipping

Where a return is requested because you have simply changed your mind, return shipping costs may be the customer's responsibility unless applicable law requires otherwise.

If the product is confirmed to be defective, damaged on arrival or incorrectly supplied, KAIMZONE will determine the appropriate return shipping arrangement in accordance with applicable law and the circumstances of the order.

7. Refunds

Once a returned product has been received and inspected, we will notify you regarding the status of your refund.

If your refund is approved, the applicable amount will normally be refunded to the original payment method.

Refund processing times may vary depending on the payment provider or financial institution. Please allow additional time for the refunded amount to appear in your account.

8. Partial Refunds

In certain circumstances, a partial refund may be offered where a returned product has reduced value because of handling beyond what is reasonably necessary to inspect or establish its condition, subject to applicable consumer rights.

9. Exchanges and Replacements

Where appropriate and subject to availability, we may offer a replacement or exchange for a damaged, defective or incorrectly supplied product.

If the replacement product is unavailable, an applicable refund may be offered instead.

10. Order Cancellation

If you wish to cancel an order, please contact us as soon as possible.

We will try to accommodate cancellation requests made before an order has been processed or dispatched. Once an order has been dispatched, cancellation may no longer be possible and the applicable return procedure may need to be followed.

Nothing in this section affects any statutory cancellation rights you may have under applicable law.

11. Refund Exclusions

A refund may not be available where:

• The product has been damaged through misuse
• The product has been altered or modified
• The product is returned without required accessories or components
• The product shows unreasonable signs of use
• The return request does not meet the applicable return conditions

This does not affect any rights that cannot legally be excluded or limited.

12. Late or Missing Refunds

If you have been notified that a refund has been processed but have not received it within the expected timeframe, please first check with your bank or payment provider.

If the amount is still not received, please contact us with your order and refund details so we can assist you.

13. Important Consumer Rights

This Return & Refund Policy is intended to explain our standard return process and does not remove or restrict any statutory rights available to customers under applicable consumer protection laws.

Where applicable law provides you with rights that are more favourable than this policy, those legal rights will apply.