Return/Exchange and Refund Policy

I. CASE OF EXCHANGE/RETURN

If the error arises from Kaya House, Kaya House will bear the shipping cost to the customer.

If it stems from the customer's request, the customer will bear the return shipping cost to Kaya House.

Note:

On Kaya House's end, we deeply regret any inconvenience you've experienced with our product. To verify the reported error and process your return request promptly, we ask that you provide supplementary information such as an unboxing video or detailed pictures when opening the package.

More specifically, the unboxing video or images will give us a comprehensive view of the product and a better understanding of the encountered issue. You can send the video or images to us via email or other contact channels we have provided.

By furnishing this comprehensive information, we'll be positioned to verify the error and address your request promptly and efficiently. We commit to resolving your concern fairly and to your satisfaction.

Please note that providing this supplementary information helps us evaluate accurately and handle your request more efficiently. We genuinely appreciate your collaboration in resolving this matter.

For reported error cases, Kaya House's processing and handling time is 7 days from the order's completion date.

II. PROCESSING AND HANDLING PROCEDURE

(All processes for return/exchange are mainly handled through emails sent to customers)

1. Product condition criteria for return request:

- The product hasn't been used, opened, or unboxed, and doesn't have any unusual smell.

- The product retains its original labels, packaging, and any accompanying gifts (if applicable).

- The product hasn't been damaged due to the user's storage or transportation.

- Customers have complete purchase documentation from Kaya House.

2. Return/Exchange location:

Customer Service, upon receiving a return/exchange case, will directly email the return address to the customer.

For prompt support and specific return address guidance, please contact our hotline: (+65) 6246 5135. Our customer service will provide immediate information.

Customers, when sending a package via courier service, should note:

Kaya House is not responsible for the integrity and completeness of the goods inside the package sent via courier. Customers should package items carefully to ensure no damage or loss during transit. It's advised to take photos of the product and the packaging before shipping it back to Kaya House. Keeping these images will aid in addressing any arising issues during the return process via courier service.

3. Procedure:

Step 1: Contact the hotline (+65) 6246 5135 or email [email protected] if you wish to request a return/exchange.

Step 2: Customer Service receives, guides, and supports through your email.

Step 3: Ship the product for exchange/return.

Step 4: Review the product's condition based on *return conditions (section III.1).

Step 5: Confirm the exchange/return.

If the exchange is approved: Customers will receive a coupon equivalent to the value of the old order. Customers can then order at https://www.kayaspread.com/ or contact Customer Service for order support.

If the return is approved: Customers will be refunded in money or receive a coupon equivalent to the paid amount.

If the return/exchange is not approved: Customer Service will notify the product's status and proceed with a return to the customer.

4. Refund methods:

Method 01: Coupon format will be automatically sent to the customer's email, with a validity of 45 days from the issuance date.

Method 02: Online payment via ZaloPay/VN Pay app using QR Code, domestic ATM, Visa, Mastercard, JCB: 7-10 working days from the confirmation of the payment request on the system by the Customer Service Department.

Method 03: For COD payments, Kaya House will refund the customer's bank account: 7-10 working days from when the Customer Service Department confirms that the payment request on the system is complete.

Method 04: For payments via MoMo/ShopeePay e-wallet, Kaya House will refund the customer's MoMo/ShopeePay e-wallet: 3-4 working days from when the Customer Service Department confirms the payment request on the system is complete.