Refund policy

RETURN & REFUND POLICY

To avoid mistakes from happening, we always share a mock-up with you for approval. Please check it well before final confirmation of your personalised order. We are happy to answer any questions you may have during this process. 

If you receive a faulty product, or have a problem with your order, please contact us within 7 days at shop@khalayidesign.com to resolve the issue.

 

↩️ RETURN WINDOW

We accept returns within 7 days from the date of delivery.

To be eligible for a return, your request must be submitted within 7 days of the confirmed delivery date shown by the shipping carrier.

 

✔️ ELIGIBILITY & PRODUCT CONDITION

To qualify for a return:

  • Item must be unused, unwashed, and in original condition

  • Item must include all original tags and packaging

  • Item must not show signs of wear, damage, or alteration.

Because personalised products are made specifically for you, we cannot accept returns unless the item is defective or incorrect due to our error.


Non-Returnable Items

The following items are final sale and non-returnable:

  • Personalised or custom-embroidered products

  • Custom baby gifts made to order

  • Items marked “Final Sale”

  • Gift cards


❎ DAMAGED, DEFECTIVE, OR INCORRECT ITEMS

If you receive a damaged, defective, or incorrect item:

  • Contact us within 7 days of delivery

  • Provide clear photos of the item and packaging

  • We will review and arrange a replacement or refund if approved

If the error is ours, we will cover return shipping costs.


🔰 HOW TO START A RETURN

To initiate a return:

  1. Email us shop@khalayidesign.com or WhatsApp +254 704 835 751

  2. Include your order number and reason for return

  3. Wait for a Return Authorization (RA) confirmation from us

  4. Ship the item to the return address provided in your approval email

Returns sent without prior approval may not be accepted.

 

💠 RETURN SHIPPING COSTS

For eligible returns:

  • Customers are responsible for return shipping costs.

  • We recommend using a trackable shipping method.

  • Original shipping fees are non-refundable.

We do not charge a restocking fee.


👀 INSPECTION & REFUND

Once we receive your return:

  1. We will inspect it and notify you

  2. If the return meets the criteria, it will be approved and a credit will be automatically applied to your original method of payment within 5 days.


🔁 EXCHANGES

We do not offer direct exchanges.

If you need a different item, please return the eligible product and place a new order. 

 

Need help? Feel free to contact us:

📞 +254 704 835 751
💌 shop@khalayidesign.com