All legal documents
Kayana offers a 7-day money-back guarantee – if you are not satisfied with our product, you can return it to us for a refund.
To request a refund for your purchase, please ensure that you initiate the return within 7 days of product delivery. The items must be unused, still in their original packaging, and in a resalable condition. Once our warehouse team receives the returned product, Kayana will carefully inspect it for any damage. If the product meets the required condition, a full refund will be issued to your original method of payment.
Please note that if you are returning a faulty product, it will only be accepted if the manufacturer determines it to be faulty in accordance with the End-User License Agreement. Upon receipt of the manufacturer’s attestation, Kayana will promptly replace the faulty product.
Return cost
Should you wish to return your goods to us, you will be responsible for the delivery costs associated with the return. Kayana can organise a collection on your behalf but the associated costs will be deducted from your total refund amount. If your goods are deemed to be faulty by our product team and you require a replacement, Kayana will cover the associated costs of the delivery and collection of any replacement items. Returns will need to be inspected and checked prior to being replaced.
Products damaged in transit
If your goods are damaged upon delivery, you need to report this to us within three working days of delivery. If the packaging is visibly damaged when you receive it, it is required that you mention this to the delivery carrier and report this immediately to your partnership executive. Should the goods be damaged and need to be replaced, the goods should be made available for collection with original packaging including all accessories and documentation. Kayana will arrange collection and process replacement goods to be sent out.
Products become faulty within the manufacturer’s warranty period
All products come with a 24-month manufacturer warranty. If any of the products you have purchased develop a fault within the first 24 months of purchase and are covered under the warranty period then the product is entitled to a warranty repair or replacement.
Terms & conditions
Please review our terms and conditions for clarification on our refund and returns policy. The statutory rights mentioned above are in addition to our existing user terms & conditions that are provided to you prior to your purchase. Kayana is dedicated to providing direct support to our valued customers, promptly addressing any enquiries they may have. Our operations adhere to the laws of the jurisdiction of purchase, ensuring compliance and accountability. All purchases, refunds and hardware are governed by the law of country where the product(s) have been purchased. For any further information regarding legal policies, please contact us at compliance@kayana.co.uk.