At KAOÂ, we want you to be satisfied with your purchase. However, if the items do not meet your expectations, you may request a return, provided that the conditions set out in this policy are met.
The customer may communicate the return request within 14 calendar days after receiving the order.
To meet this deadline, it is sufficient for the return request to be submitted through the KAOÂ customer account area or sent by email to returns@kaoaofficial.com before the 14-day period expires.
After notifying KAOÂ of the return, the customer must send back or hand over the items to the carrier within a maximum period of 14 calendar days from the date on which the return was communicated.
The deadline is met if the customer hands the parcel to the carrier within that period and keeps the corresponding proof of shipment/tracking.
Important: the parcel does not need to physically arrive at the KAOÂ warehouse within the first 14 days after the customer receives the order. What must happen within the indicated deadlines is the communication of the return request and the handover of the parcel to the carrier.
Returns will only be accepted if the items meet the following conditions:
They have not been worn or washed;
They retain all original tags and features, including the security tag, if applicable;
They are complete, including all accessories or elements that accompanied the order;
They are sent in appropriate packaging, as indicated below.
To request a return, you must access your customer account area on the KAOÂ website, select the order and the items you wish to return.
Additionally, you must 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 subsequently be sent.
For the purposes of complying with the return deadlines, the relevant dates will be the date on which the customer communicates the return request to KAOÂ and the date on which the parcel is handed over to the carrier, supported by proof of shipment/tracking.
The return cost is borne by the customer, except in cases of defect, shipping error or non-conformity of the item.
For reasons of security, international traceability and formal delivery validation, all returns and exchanges relating to orders shipped by DHL must also be sent via DHL, unless expressly indicated otherwise by KAOÂ.
Using the same carrier ensures:
Correct identification of the shipment as a return;
Appropriate traceability;
Formal proof of shipment and delivery;
Reduced risk of undue customs charges.
Only returns that are duly tracked, with valid proof of shipment/tracking and, where applicable, formal proof of delivery, will be processed.
⚠️ KAOÂ is not responsible for loss, delays, additional customs charges or costs resulting from the use of carriers other than the one used for the original shipment, without adequate tracking or without formal proof of delivery.
For returns from outside the European Union, the use of DHL is mandatory, unless expressly indicated otherwise by KAOÂ.
If the return is sent by a different carrier and this results in additional costs, delays, lack of valid tracking or lack of formal proof of delivery, KAOÂ reserves the right to:
Suspend the processing of the refund until the situation is regularised;
Deduct any charges borne by KAOÂ from the amount to be refunded, in accordance with applicable law.
If the return is not related to a defect, shipping error or non-conformity:
The direct return costs are borne by the customer;
The initial shipping costs will be refunded in accordance with applicable law, except for any supplementary costs resulting from the customer’s choice of a delivery method other than the standard delivery method offered by KAOÂ;
Any customs duties, taxes, administrative fees or charges paid by the customer to external entities will not be refunded by KAOÂ, unless otherwise required by law or where the reason for the return is attributable to KAOÂ.
For returns sent from outside the European Union, the customer must:
Declare the shipment as “Return of Goods”;
Indicate the purchase value and attach the original invoice;
State in the documentation that it is a return;
Send KAOÂ the proof of shipment/tracking after dispatch.
⚠️ If this procedure is not followed and customs duties, administrative costs or other charges are billed to KAOÂ, these costs may be deducted from the amount to be refunded, in accordance with applicable law.
To ensure that returned items arrive in perfect condition, it is essential to pack them correctly:
Whenever possible, reuse the original shipping box;
Avoid thin paper bags or plastic bags that do not provide adequate protection;
Use a sturdy box or envelope, folding the garments carefully.
⚠️ KAOÂ reserves the right to apply a proportional reduction to the refund amount for items damaged due to inadequate packaging or handling that goes beyond what is necessary to verify the nature, characteristics and size of the item.
The refund will be made using the same payment method used for the purchase, unless expressly agreed otherwise with the customer.
KAOÂ may withhold the refund until it has received the returned items or until the customer provides proof of shipment of the items, whichever occurs first.
After receipt and verification of the items, the refund will be processed within a maximum period of 15 business days, or within a shorter period where legally required, using the same payment method as the purchase.
If the items do not comply with the conditions of this policy, are worn, washed, damaged, incomplete, without tags or without the applicable security tag, KAOÂ may refuse the return or apply a proportional reduction to the amount to be refunded, in accordance with applicable law.
In the case of an exchange, the refund may be issued in the form of 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, shipping error or non-conformity, KAOÂ will arrange collection from an address of your choice, provided it is in the original shipping country, excluding islands.
In these cases, all transport costs are covered by us.
Personalised items or items made to special order are not eligible for return or exchange, except in cases of defect or non-conformity.
Failure to claim the order, refusal of delivery or refusal to pay customs charges at destination does not entitle the customer to a full refund and may result in transport, storage, return, destruction, customs or administrative costs, which may be deducted from any amount to be refunded, in accordance with applicable law.
