Shipping & returns

We accept free returns (EU) of unused products within 30 calendar days of delivery provided that the security label is still attached, the protective film on the feet of the bag is still attached, the metal hardware does not have any scratches, the product is unused and still has all original packaging. Returns from non EU countries will be charged a processing fee of 50€/£. Returns from Australia will be charged a processing fee of 100€. This fee will be deducted from your refund amount. 

All items must be returned in perfect new-like resalable condition, unused, and with the original package (including boxes and dust bags) with tags and protective film still attached on the hardware (metal hardware cannot have any scratches). We are unable to offer an exchange or refund on items that are worn, damaged, not in their original packaging or missing any packaging. 

KAAI reserves the right to refuse any return that does not meet our requirements. If your return is not accepted, it can be sent back to you at your own expense and no refund will be issued. 

Your refund will be credited to the same form of payment used to make the purchase. Returns postmarked outside of the 30 day policy are ineligible for a refund but can be processed for an online store credit. 

If you made a purchase through a partnered retail location, any return will need to made in accordance with the return/cancellation policy of the retailer and cannot be returned directly to us. 

Please note that the following items are non-refundable: 

- gift cards; 

- sale items;

- hand-painted items; 

- custom items.

Non-EU: €/£ 50 fee for returns

Australia: € 100 fee for returns

Our bags are packaged in large boxes to protect the bags and make sure they maintain their shape and will not get damaged during the shipment. This unfortunately makes the shipping more expensive. This is why returns within the EU are free of charge, but for returns from other locations the customer will be charged a return fee of 50€/£, accept for Australia where a return fee of 100€ applies. The customer will be refunded for the merchandise minus the return fee. Please note that duties and fees will not be refunded.

How do I initiate a return?

To initiate a return or to exchange your KAAI bag, please write us an e-mail at hello@kaai.eu , mentioning your Order # in the subject line and reason for return. We’ll respond promptly with next steps to manage your return and will provide a label to return your bag. 

Exchanges

If you would like to change the color, size or style you have ordered, please contact us at hello@kaai.eu to start the exchange process. KAAI can either arrange for a refund or voucher to allow you to place a new online order of the bag of your choice. Please note that the €/£ 50, or 100€ for Australia, return fee will be deducted from your refund if you are a non-EU customer.