Returns & Refund Policy

Last Updated: 2026

At Kiyza, we want you to shop with confidence. If you're not completely satisfied with your purchase, we're here to help.

Your Right to Cancel

If you have purchased a Product from our Website, you have the right to cancel your order within 14 days of receiving your item without giving a reason.

To exercise your right to cancel, please contact us at hello@kiyza.com before the 14-day cancellation period expires.

Once you have notified us, you must return the item within 14 days.

Return Conditions

To be eligible for a return:

• the Product must be returned within the required timeframe;

• the Product should be in a condition suitable for resale;

• the Product should include all original accessories, manuals and packaging where reasonably possible.

You may inspect the Product as you would in a retail store. However, if the Product has been handled more than is reasonably necessary and this reduces its value, we may make a deduction from your refund as permitted by law.

Return Postage

Unless the Product is faulty, damaged or incorrectly supplied, you are responsible for the cost of returning the Product.

Where a Product is confirmed to be faulty, damaged on arrival or incorrectly supplied, we will reimburse your reasonable return costs.

Please do not return Products to our correspondence address unless instructed to do so.

Where a return is authorised, we will provide the appropriate return instructions and return address. Depending on the Product purchased and the fulfilment method used, returns may be processed by one of our authorised fulfilment partners acting on our behalf.

Faulty, Damaged or Incorrect Products

If your Product arrives damaged, faulty or you receive the wrong item, please contact us as soon as reasonably possible at hello@kiyza.com.

To help us resolve your claim quickly, we may ask you to provide:

• your Order number;

• a description of the issue; and

• photographs or videos showing the problem.

Where appropriate, we may ask you to return the Product for inspection before providing a replacement, repair or refund.

Your statutory rights under the Consumer Rights Act 2015 are not affected.

Refunds

Once your returned Product has been received and inspected, we will notify you of the outcome.

Where a refund is approved, it will be processed using your original payment method.

Refunds are normally processed within 14 days of:

• receiving the returned Product; or

• receiving satisfactory evidence that the Product has been returned,

whichever occurs first.

Please note that your bank or payment provider may take additional time to process the refund.

Items That Cannot Be Returned

The right to cancel does not apply to certain Products, including:

• personalised or customised Products;

• sealed Products that are unsuitable for return for health protection or hygiene reasons once unsealed; and

• any other Products exempt from cancellation under applicable consumer protection legislation.

Where these exceptions apply, this will be made clear on the relevant Product page where required.

Exchanges

We do not currently offer direct exchanges.

If you would like a different Product, please return your original purchase (where eligible) and place a new order through our Website.

How to Start a Return

To request a return, please contact:

Email: hello@kiyza.com

Please include:

• your full name;

• your Order number;

• the Product(s) you wish to return; and

• the reason for your return.

We aim to respond to all return requests within two (2) Business Days.

Your Statutory Rights

Nothing in this Returns & Refund Policy affects your statutory rights under the Consumer Rights Act 2015 or any other applicable consumer protection legislation.