Return Policy

Last updated: August 1st, 2020

 

1. ABOUT THIS POLICY

 

Welcome to KAQE (“we”, “us”, “our”)!

 

We want you to be a happy and satisfied customer with every purchase and interaction you have with us. However, we understand that things do not always work out. If you purchased something from us ("Product" or "Products") and you are unhappy or dissatisfied and want to return an item, please read this Return Policy.

 

We may update this Return Policy from time to time in order to reflect changes. If we make changes, we will notify you by revising the date at the top of this policy.

 

2. FAULTY GOODS

 

If you receive a damaged, defective, or a wrong item, contact us at support@kaqe.co within 7 days from the date you received it to help resolve the issue.

 

Document the damage. Take photos of the package and items that show any shipping damage. Do not throw anything away. Do not attempt to modify, handle, or repair an item.

 

Damaged or defective items must be in the condition in which they were received. We cannot accept liability for an item until it is returned and has been confirmed as faulty by our staff.

 

3. FREE RETURN SHIPPING

 

For convenience to you, we provide one (1) pre-paid return shipping label per order, with our pre-selected courier. This option provides insurance for the shipment, and you will not be responsible in case of loss or damage of the products during transport. The free return shipping label will be sent to the e-mail in the original purchase order after a return is initiated.

 

If you decide to use a different courier, you are responsible for the cost of return shipping and proof of return, and you are liable in case of loss or damage to the products during transport.

 

If you decide to return items in multiple shipments, you are responsible for the cost of additional return shipments and proof of return, and you are liable in case of loss or damage to the products during transport.

 

If you do not use our free return label, you assume all risks and costs of returns and you are responsible for proof of return. We reserve the right to demand compensation for any damage caused by your negligent conduct or misconduct when returning products. We cannot be held liable for lost or stolen products, returns to the wrong address, delivery delays of returned products, or for any other return shipment problems beyond our control.

 

We recommend keeping the shipping box and using that for returning items.

 

4. RESTOCKING FEE

 

A restocking fee will be charged on every accepted returned item. The fee will be deducted from your refund amount.

 

5. CONDITIONS

 

A refund will be issued to the original payment method, provided that returned Products meet the following criteria:

  1. Returns using our free return shipping label must be requested within 14 days of delivery. If you choose your own courier, items must be received within 14 days of delivery.
  2. Items must be returned in their original condition. They must be unworn, unwashed, undamaged, unused, unsoiled, and complete.
  3. Items must be returned with all tags undamaged and attached.

 

6. EXCEPTIONS

 

Items marked as “Final Sale”, “As Is”, or similar cannot be returned.

 

Items that are customized or personalized cannot be returned.

 

7. REFUNDS

 

Returns take us a few business days to process once we receive them. When a return reaches us, we inspect it to affirm it complies with this Return Policy. Returned items that comply are considered accepted and processed for refund. Returned items that do not comply are considered rejected. See the section on rejections for more details.

 

Refunds will be issued to the original payment method.

 

A refund confirmation e-mail will be sent to the e-mail submitted with the original order.

 

You may request store credit instead of a refund to the original payment method. In this case, a gift card will be issued to the e-mail in the original purchase order. Please note that gift cards may have an expiration date, and we cannot replace a lost or stolen gift card.

 

Refunds can take 5-10 business days to appear on your credit card statement, depending on your bank.

 

In case of return of a Product purchased as a gift (that is, merchandise shipped to a recipient different from the person who made the payment), the refund will be issued to the person who made the payment.

 

8. REJECTIONS

 

We reserve the right to inspect all returned items and refuse returns of products that do not comply with the Return Policy. These will be considered rejected items.

 

No refunds will be provided on rejected items.

 

Rejected items will be sent back to the original shipping address.

 

9. ABUSES OF POLICY

 

We offer a free and lenient return policy to provide our customers with an easy and convenient shopping experience. However, if we notice that our policy is being abused, we may take action in the form of blocking a customer, disabling an account, cancelling future orders, and/or applying a modified return policy that does not offer free return shipping.

 

To mitigate the likelihood of a return, please contact us at support@kaqe.co for sizing or style advice. We will happily measure the merchandise for you if you are struggling with selecting an appropriate size.

 

10. EXCHANGES

 

We do not currently offer exchanges.

   

11. CONTACT US

 

Questions about the Return Policy should be sent to us at support@kaqe.co.


CUSTOMER SUPPORT

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