Refund policy

KAISSA RETURN & REFUND POLICY

Last Updated: August 2026

At Kaissa, we want you to be satisfied with your purchase. This Return & Refund Policy explains when products may be returned, exchanged or refunded.

1. Change-of-Mind Returns

Customers may request a return within 7 days of receiving an online order, provided that:

  • The item is unused, unworn and in its original condition.
  • All original packaging, tags and accessories are included.
  • The item has not been damaged, altered or scratched.
  • Proof of purchase is provided.

Items that do not meet these conditions may not qualify for a return.

2. Jewellery & Hygiene-Sensitive Items

For hygiene reasons, earrings and other hygiene-sensitive jewellery must be unworn and returned in their original sealed packaging.

Where applicable, we reserve the right to decline a change-of-mind return if the hygiene seal or protective packaging has been removed.

This does not affect your rights if the product is defective.

3. Defective or Damaged Products

If you receive a product that is defective, damaged or not as described, please contact Kaissa as soon as possible and provide:

  • Your order number or proof of purchase.
  • Clear photographs of the item.
  • A description of the problem.

Where required by South African consumer law, customers may be entitled to a repair, replacement or refund for defective goods.

Nothing in this policy limits any rights you may have under the Consumer Protection Act 68 of 2008 or other applicable South African law.

4. Incorrect Items

If Kaissa sends you the wrong product, please notify us as soon as possible.

We will arrange for the incorrect item to be returned and, where stock is available, send the correct product at no additional cost.

5. Exchanges

Exchanges may be accepted where:

  • The item is returned within the applicable return period.
  • The product is unused and in resaleable condition.
  • The requested replacement item is available.

If the replacement item costs more, the customer must pay the difference.

If it costs less, the difference may be refunded or credited, depending on the circumstances.

6. Items That Cannot Be Returned for Change of Mind

Unless required by law, we may not accept change-of-mind returns for:

  • Worn or used jewellery.
  • Earrings or hygiene-sensitive products where protective packaging has been opened.
  • Damaged products caused by misuse or improper handling.
  • Items that have been altered, repaired or modified by the customer.
  • Items without their original packaging or accessories.
  • Personalised or custom-made products.

7. Sale & Promotional Items

Sale or promotional items may be returned where required by law.

For ordinary change-of-mind returns, the product must still meet the return conditions stated in this policy.

8. Refunds

Once a returned product has been received and inspected, Kaissa will advise whether the refund has been approved.

Approved refunds will normally be processed using the original payment method.

Please allow reasonable processing time for the refund to reflect, depending on your bank or payment provider.

Delivery charges may be non-refundable for ordinary change-of-mind returns, except where required by law or where Kaissa supplied an incorrect or defective product.

9. Return Delivery Costs

For ordinary change-of-mind returns, the customer may be responsible for return delivery costs.

Where the item is confirmed to be defective, damaged on delivery or incorrectly supplied by Kaissa, Kaissa will cover reasonable return delivery costs where required.

Customers should use a reliable and trackable delivery service when returning products.

10. Damaged Products Caused by the Customer

Kaissa is not responsible for damage caused by:

  • Accidental damage.
  • Misuse or improper handling.
  • Exposure to chemicals, perfumes, water or unsuitable cleaning products.
  • Normal wear and tear.
  • Unauthorised repairs or alterations.

11. How to Request a Return

To request a return, please contact Kaissa Customer Support and provide:

  • Your full name.
  • Order number.
  • Product being returned.
  • Reason for the return.
  • Photos if the product is damaged or defective.

Please wait for return instructions before sending the product back.

12. Consumer Rights

This policy is intended to operate in accordance with South African consumer protection legislation.

Where this policy conflicts with a mandatory right provided by law, the applicable law will take priority.

KAISSA
Jewellery • Eyewear • Accessories