At Kaoâ, we want you to be fully satisfied with your purchase. However, if it does not meet your expectations, you may return the items within 14 days of receipt, provided they meet the following conditions:
To request a return, you must access your customer area on the KAOÂ website, select the order and the items you wish to return.
Additionally, you should send an email to returns@kaoaofficial.com, indicating the order number and the items to be returned.
The request will be reviewed by our team, and a confirmation will be sent afterwards.
Return shipping costs are the responsibility of the customer.
For security, international traceability, and formal delivery validation reasons, all returns and exchanges related to orders shipped via DHL must also be sent using DHL.
Using the same carrier ensures:
Only returns that are properly tracked and include formal proof of delivery will be accepted.
⚠️ Kaoâ is not responsible for loss, delays, additional customs charges, or costs resulting from the use of carriers different from the original shipping method.
For returns sent from outside the European Union, the use of DHL is mandatory.
If a return is sent using a different carrier and results in additional costs, delays, or lack of formal proof of delivery, Kaoâ reserves the right to:
If the return is not related to a defect or non-conformity:
For returns sent from outside the European Union, the customer must:
⚠️ If this procedure is not followed and customs charges are applied to Kaoâ, these costs will be deducted from the refund amount.
To ensure returned items arrive in perfect condition, it is essential to package them correctly:
⚠️ Kaoâ reserves the right to apply a proportional reduction in the refund value for items damaged due to inadequate packaging.
After receiving and inspecting the items, the refund will be processed within a maximum of 15 business days using the original payment method.
In the case of an exchange, the refund may be issued as a voucher valid for 12 months.
Items purchased with a voucher and returned will always be refunded in the form of a new voucher.
If you receive an item with a manufacturing defect or that is not compliant, Kaoâ will arrange collection from an address of your choice (within the original shipping country, excluding islands).
In these cases, all transport costs are covered by us.
Customized items or pieces made upon special request are not eligible for return or exchange.
Failure to claim the order or refusal to pay customs duties at destination does not entitle you to a refund.
